TeleTech Reviews | Glassdoor

TeleTech Reviews

Updated May 22, 2017
1,629 reviews

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1,629 Employee Reviews

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Pros
Cons
  • Toxic leadership and lack of respect for work life balance (in 31 reviews)

  • Upper management is terrible and most of the team leads aren't great either (in 61 reviews)

More Pros and Cons

  1. Helpful (1)

    "No Stability"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Product Support Specialist in Fairburn, GA
    Former Employee - Product Support Specialist in Fairburn, GA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at TeleTech full-time (Less than a year)

    Pros

    -Working from home
    -Great way to improve customer service skills
    -Friendly coworkers

    Cons

    -Training was not sufficient or efficient. Thrown to the wolves.
    -Horrible communication - in the dark about many changes.
    -Constant changes
    -Schedule changes mid-week without notification.
    -Very challenging and stressful work reciprocated with low pay.
    -Inclined to answer inquiries out of the scope of expertise under the demand of the metrics system.

    Advice to Management

    Create a more streamlined training session with well-trained instructors and ensure employees are ready for calls. Examples and walkthroughs from experienced staff would have helped tremendously. Email notifications should be sent to inform of schedule changes.


  2. "Trainer/Team Lead"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Trainer/Team Lead in Ennis, TX
    Former Employee - Trainer/Team Lead in Ennis, TX
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    The company is quick to give anyone a chance and they rehire more then they new hire.

    Cons

    They do not keep the employees updated on end dates or scheduals effectively enough when end of season for some projects comes around.

    Advice to Management

    Notify your employees more effectively of lay off deadlines.


  3. "Solid Work"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Information Security Engineer in Englewood, CO
    Former Employee - Information Security Engineer in Englewood, CO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    TeleTech is a good place to work and great pay. Generally good people to work with.

    Cons

    The different departments (even within the IT structure) are silo'd to the point where it's impossible to get another team to help you out with something, even if it's the core of their job.

    Advice to Management

    Improve your benefits. The health insurance is horribly expensive (both in premiums and copays).


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  5. "Cool place to work"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Englewood, CO
    Former Employee - Customer Service Representative in Englewood, CO

    I worked at TeleTech (Less than a year)

    Pros

    The job and workers are great, Great company to move up and advance

    Cons

    Just like any other job, this location could use some improvements to make it more better for the employees


  6. "Love the company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - GWFM Specialist in Las Vegas, NV
    Current Employee - GWFM Specialist in Las Vegas, NV
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at TeleTech full-time (Less than a year)

    Pros

    The Benefits at TeleTech are good. And the training both short and first class. It really is a good company to work for.

    Cons

    If I have to have a con it would be maybe that we get kind of low to medium pay. But not that bad it all


  7. "Decent Company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Westlake, OH
    Former Employee - Customer Service Representative in Westlake, OH
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at TeleTech (Less than a year)

    Pros

    Job itself is very easy, once you get ahold of it.
    Low stress, call times are not monitored.

    Cons

    Could only request time off if you had PTO to cover it.
    Not generous with amount of PTO time.
    Training was long and didn't apply to actual job well enough.

    Advice to Management

    Make it easier to answer questions employees may have while on a call without having to wait around for a manager to become available.


  8. "The @Home program is a *bleep*show."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Clemson, SC
    Current Employee - Customer Service Representative in Clemson, SC
    Doesn't Recommend
    Negative Outlook

    I have been working at TeleTech part-time (More than a year)

    Pros

    The fact that you work from home. No traffic, no annoying coworkers, no politics, etc.

    You are eligible for benefits if part-time, but not insurance--that's exclusive to full-time employees.

    Cons

    The calls will be least of your worries or your bane, depending on the project. However, there are many universal issues.

    Training: What Teletech considers training is coming into a web conference and watch/be told how to perform the tasks you will need to do in production. Very little hands-on to speak of. This, of course, assumes you'll actually spend most of that 8.5 hour shift "training," as the bulk of it is dedicated to fixing technical issues due to Teletech's broken programs. You are "trained" for roughly 30%-50% of what you actually need to know before being thrown into production.

    System programs: Tech issues are a daily thing here. Programs that you NEED to work will crash and not be available for God-knows how long (all except the phone system Avaya--it just drops calls mid-transfer instead). The email system will randomly not be available. The knowledge base, SKE, was unavailable for a whole week, came back, and was then unavailable for another week. The chat system, APS, will frequently refuse to open and the only thing you can do is close it out and try again. It will also freeze while it's open and not update the messages until your clear the error pop-up. Their VMWare will kick you out and not reload, forcing you to exit another system called Workbooth entirely. You won't be able to log into WB, either, at times. Systems specific to a certain project also fail regularly. Being out too long because of this will require a ticket from ASD, Teletech's technical department, which I am convinced only exists so Teletech can say it has techincal support. ASD agents will ALWAYS blame you for a tech problem, never mind that you had no trouble before then. Their tech "support" consists of basic troubleshooting, stuff you can and most likely have already do. It's less than useless. The worst part about all of this, however, is Teletech's apathy--it can't be bothered to fix its broken systems.

    Scheduling: Your breaks and lunch are subject to random, nonsensical changes and you will not be notified. Entire shifts will change without prior notification. And yet, if you are a part-time employee, you will at times be required to work extra hours because of all the calls--or, in my case, calls and cases (moreso the latter).

    Management and Assistance: Management is terrible. It obsesses over stats and chastises you over some of the dumbest things (like bit saying a customer's name enough times). Trying to communicate with them necessitates sending an email that will take some time to get a response for. Since everything has to be requested through the Team Lead, it makes the response time slow. Scheduled for training? You usually won't know until the day of said training. Asking for any assistance with a call/case will rarely get you a response. When APS is actually working, the TL and chat "coaches" will ignore older questions asked in favor of ones readily viewable in the small chat window. It's possible to get a response for a question...long after you've resolved the customer's need. Get used to using the knowledge base.

    Co-workers: This reflects on the ineffective training. Agents attempting to transfer a call frequently do not gather enough information before transferring, often making you waste time on something completely unrelated to what the customer wants. They might even cold transfer calls to the wrong department, wasting more time. Many engage in not reading case information and responding to an email with something irrelevant to what the customer was actually asking.

    Pay: At $8.50, it's pitiful. Certain projects have higher positions that pay marginally more, but also have more to do and pretty much require you to have glowing metrics.

    Benefits: Your mileage will vary. Full-time agents have various perks that part-time agents do not (PTO, insurance, etc.), the trade-off for suffering more and longer. Even then, they are expensive.

    This is a last resort job. If you have other, superior options, RUN. Run and don't look back.

    Advice to Management

    Overhaul everything.

    TeleTech Response

    May 23, 2017 – Social Media Specialist

    Thank you for your review. We apologize that your experience with TeleTech didn't match our reputation as a great company to work at. Each year, management tries its best to leverage employee salary ... More


  9. "It's Alright!"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Work At Home Agent in Miami, FL
    Former Employee - Work At Home Agent in Miami, FL
    Recommends
    Neutral Outlook
    No opinion of CEO

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

    Pros

    They pay well and the training is fun.

    Cons

    Professionalism is key when it comes to their people!

    Advice to Management

    N/A


  10. "Customer Service Agent"

    Star Star Star Star Star
    Former Employee - Anonymous Employee in Springfield, MO
    Former Employee - Anonymous Employee in Springfield, MO

    I worked at TeleTech full-time

    Pros

    Nice break room, lockers, and different schedules

    Cons

    typical call center job, no real room for growth


  11. "TeleTech"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Support Representative in Melbourne, FL
    Current Employee - Customer Support Representative in Melbourne, FL
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at TeleTech full-time (Less than a year)

    Pros

    Good people to help, opportunities to move, decent work environment

    Cons

    trying to hire perm takes too long, too many seasonal positions that end quickly, stressful work conditions.


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