Momentum Telecom Reviews | Glassdoor

Momentum Telecom Reviews

Updated May 23, 2017
41 reviews

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2.2
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Bill Fox
14 Ratings

41 Employee Reviews

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  1. "Tier 1 Technical Support Representative"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Tier I Technical Support Representative in Cartersville, GA
    Current Employee - Tier I Technical Support Representative in Cartersville, GA
    Recommends

    Pros

    The company is great. It is a great environment to be in, supervisors are nice, they try to make you feel comfortable.

    Cons

    None I can think of.


  2. "Awful company to work for"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Operations in Kennesaw, GA
    Current Employee - Operations in Kennesaw, GA
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Momentum Telecom full-time

    Pros

    Good people, great location and friendly folk.

    Cons

    Politics, poor leadership, terrible ways of doing business, nothing much works.

    Advice to Management

    Take care of your house

  3. Helpful (1)

    "Not much there"

    Star Star Star Star Star
    Current Employee - Installation Technician in Philadelphia, PA
    Current Employee - Installation Technician in Philadelphia, PA
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at Momentum Telecom full-time

    Pros

    Benefits and the Philadelphia location was very convenient.

    Cons

    Where do I start? Lack of support, Lack of training, Customers are EXTREMELY Rude. If you have an issue or problem Management is NOT going to support you as a matter of fact management is not effective. The position is a dead end job with no growth. Professional development is not promoted, Closing tickets and phone calls are promoted above all else. It would be nice to have Training on things before you are asked to do them. Not the trial by fire approach.

    Advice to Management

    Technicians shouldn't answer to account reps. you are just TWO people away from a TOTAL departmental collapse. combine that with the brain drain (people leaving and aging) how can you see a future in a company like this if you have any kind of technical ability?


  4. Helpful (1)

    "Support staff"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Birmingham, AL
    Former Employee - Anonymous Employee in Birmingham, AL
    Doesn't Recommend
    Neutral Outlook

    Pros

    Great money and benefits
    Flexible schedule

    Cons

    Office politics
    Rewarded bad work ethic


  5. Helpful (1)

    "Well.."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Cartersville, GA
    Former Employee - Anonymous Employee in Cartersville, GA
    Doesn't Recommend
    No opinion of CEO

    I worked at Momentum Telecom full-time

    Pros

    Benefits, that's pretty much it.
    Training, maybe

    Cons

    Low pay
    Rude management and not helpful
    Short breaks, penalties if you even have to go to the restroom
    Rude customers
    Never can leave your desk

    Advice to Management

    Stop not caring


  6. "Sales"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Birmingham, AL
    Former Employee - Anonymous Employee in Birmingham, AL
    Doesn't Recommend
    Negative Outlook

    I worked at Momentum Telecom full-time (More than a year)

    Pros

    Great product portfolio at competitive prices.

    Cons

    Hostile work environment. Lack of resources. High turnover rate. Low employee morale. Upper management is out of touch. Little room for professional growth. Company culture.


  7. Helpful (2)

    "Terrible unless you're management"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Overnight TSR in Cartersville, GA
    Former Employee - Overnight TSR in Cartersville, GA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Momentum Telecom (More than 3 years)

    Pros

    Good benefits (had to think of something to put here)

    Cons

    Office politics.
    Generalized metrics that are unrealistic.
    Discouragement from learning and bettering yourself.
    Sick agents are made to feel guilty for being sick, and are harassed about not working.
    Basically everything else that could be bad about a company.
    Cultivation of depression to keep people complacent.

    Advice to Management

    Don't be such emotionless robots.

  8. Helpful (2)

    "Terrible Support Atmosphere, Sad Culture, and Lazy Management"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Tier I Technical Support Representative in Cartersville, GA
    Former Employee - Tier I Technical Support Representative in Cartersville, GA
    Recommends
    Neutral Outlook
    Disapproves of CEO

    I worked at Momentum Telecom full-time

    Pros

    As long as you can get phone calls out and show up on time, you're pretty guaranteed a steady job and paycheck.
    Some of the other employees are pretty nice.

    Cons

    Employees don't have space to actually care about their clients, or their customer's customers.
    Clients themselves aren't held to a high standard, which means that they're allowed to provide crappy service to the people paying them for internet service and support has to deal with the heat when a customer is, for example, stuck in an outage for over a month.
    Catered lunch is dull (I understand this is a petty gripe, but it's a gripe all the same).
    Managers (some, at least) are lazy and don't seem to receive ongoing management training.
    Feedback isn't provided in a timely fashion, and is slipshod.
    Sick agents are weighted down with guilt when they have to take sick days.

    Advice to Management

    I think the majority of problems with the support department likely stems from the company's inability to get employees to truly connect with the needs and goals of the company.

    Emphasis is placed on getting calls answered and completed within a specific amount of time, which I can understand. Volume can be high, and things can get hectic, and if problems aren't solved quickly enough with a customer calls in then that forces other customers that are waiting to wait longer for help. It's common sense in terms of support metrics.

    That said, when so much emphasis is placed on how long you're on the phone and very little is placed on ensuring that the customer actually receives a high level of support, you're left with a call center filled with people who care more about time than the people they're talking to.

    This creates a terrible culture for your company. Remember: culture doesn't have to be defined by "awesome lunches, ping pong tables, and free beer". Great company culture, simplified, should generate an atmosphere powered by people who care as much about how the company as a whole succeeds as they do about how they fill their own roles each day.

    This, in turn, has turned your company into a bridge: employees apply to get a position so that they can earn a steady paycheck and add a current employer to their resume, then use that as leverage so they can go somewhere else and find a better job or company.

    And because retention is so low, your company focuses on hiring whoever they can get in the door and hopes they'll keep a few (whether or not they're good at the job, or are even sane), then treats the people that do the job well like useless fodder.

    In addition, there needs to be a severe review of management as a whole in the call center located in Cartersville. Many of the managers on the floor are more concerned with wait times and call times than they are with whether or not an issue was actually resolved. In addition, a lot of emphasis is placed on tenure rather than actual technical skill, which means that many people get held back when they'd serve the company better in higher positions, which forces the company in a position to instead promote people that don't fit the requirements of the position as well. It's incredibly inefficient, discourages people who want to stretch and push themselves from doing so, and encourages apathy. In addition, individuals that have been with the company longer learn to expect that as long as they can wait it out they'll get a promotion, rather than focusing on earning it through hard work.

    That said, a great deal of that could be avoided by providing better ongoing training for agents. If ALL of your agents are capable and knowledgeable, then there's less to worry about in terms of determining who should be promoted to Tier II or beyond.

    Finally, as mentioned above: you need a better system for grading performance beyond the length of time it takes for someone to get off a call. It's likely hard to expect a higher standard for support when most of your own clients have rather low standards for the internet service they provide for their own customers, but if you allow yourself to sink to their level then you'll find yourself outdone by every other third-party support agency around.

    And, if any of those customers ever find themselves in a position where they actually DO have to care about the level of service their customer receive via technical support (as evidenced by a recent lawsuit filed against Comcast), either you'll need to rise to the occasion or you'll find yourself out of clients.

    tl,dr; The metrics suck, feedback is nonexistent, managers are lazy and lack basic technical knowledge, support reps are more concerned with their paycheck than the company itself, and all of this is contributing to low retention and a sour work environment for anyone with less than a year under their belt.

    P.S. I have no idea who the CEO is, but if he has no clue that these problems exist in the support department by now and has done nothing to fix that then he's not doing a good job.

    P.S. I'd still recommend this place to a friend if they desperately needed employment, but would disclose everything above and suggest they continue to apply to other places whether they get it or not. Why? Because it's an easy job, Momentum has lazy requirements for hiring, and they don't seem to be going anywhere.

    P.P.S. It's been years since I've worked here, so please take that as a caveat. Some of this may have changed. However, considering some things I've from people that have passed through their doors as either former or current employees, it doesn't look like it has at all.


  9. Helpful (2)

    "Great benefits, if you don't mind the low pay."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Cartersville, GA
    Current Employee - Anonymous Employee in Cartersville, GA

    I have been working at Momentum Telecom full-time (More than a year)

    Pros

    3 weeks vacation basically from day one, full benefits, incentives, activities, ok staff. They try to have morale-building functions, and they're great, if you get to enjoy them. If you're a part of business services, then that's a definite plus.

    Cons

    revolving door, low pay, certain management unskilled/lazy, customer service, not enough/appropriate training, who gets promoted makes NO sense, and the way raises work... doesn't.

    Advice to Management

    The reason why the door is constantly revolving is because the people aren't getting paid what they're worth for the type of aggravation they endure. Employees (even supervisors) are being paid below the median for what call center people should make, and it's a travesty. If there are good people in the company, invest in those people. Pay them what they're worth.


  10. Helpful (1)

    "Great growing company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Birmingham, AL
    Former Employee - Anonymous Employee in Birmingham, AL
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Momentum Telecom full-time (More than 5 years)

    Pros

    Great team atmosphere full of sharp, competent and friendly people. Business casual dress. Growing fast, so there are plenty of opportunities. Super dynamic, committed senior management team now in place.

    Cons

    Sometimes with fast growth, good ideas get dropped. Some senior management problems in the but they are well behind them.

    Advice to Management

    Keep growing and staying fast on your feet. It serves your customers and your employees!


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