TeleTech Reviews | Glassdoor

TeleTech Reviews

Updated March 28, 2017
1,548 reviews

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Full-time Part-time

1,548 Employee Reviews

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Pros
Cons
  • No work life balance, certain campaigns require you to work 10 (in 30 reviews)

  • This is a call center job with pretty tight security measures (in 44 reviews)

More Pros and Cons

  1. "Great Job"

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

    I have been working at TeleTech full-time

    Pros

    Great upper management always willing to help.

    Cons

    Bilingual incentive is not enough

    TeleTech Response

    Jan 27, 2017 – Social Media Specialist

    Thanks for the review! You're right, management will always be here to help and support you. Every year, we think of ways to leverage employee pay and benefits. It's tough, but we really do consider ... More


  2. Helpful (2)

    "It's work..."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Comp & Benefits
    Current Employee - Technical Support Representative in Melbourne, FL
    Current Employee - Technical Support Representative in Melbourne, FL
    Recommends
    Neutral Outlook
    No opinion of CEO

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

    Pros

    Great entry-level position as a Technical Support/Customer Service Representative.
    Possibility to be pulled into other projects or initiatives.
    Good pay for location.

    Cons

    The training experience was horrible.
    Training was highly disorganized, seemed very unprepared to take on as many associates as they hired.

    Advice to Management

    Consider assembling a new-hire package and emailing them to associates to fill out 1-2 weeks ahead of first day so it stream-lines our on-boarding process.

    TeleTech Response

    Jan 31, 2017 – Social Media Specialist

    Thanks for the review! We're glad you like the work and the pay you're getting at TeleTech. We apologize if the training course wasn't as neat as it should've been. We will definitely look into it ... More


  3. Helpful (1)

    "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 - ARC Customer Service Representative in Clemson, SC
    Current Employee - ARC Customer Service Representative in Clemson, SC
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    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'll most likely be hired as a temp, and you get paid for "training." If you get lucky like I did once the contract is up, you'll move over to another project and become a regular part-time agent. At this point, you are eligible for benefits, but not insurance--that's exclusive to full-time employees.

    Cons

    The calls will be the least of your worries.

    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 no 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.

    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

    Feb 22, 2017 – Social Media Specialist

    Thank you for your review. We're glad you're enjoying the benefits of working from home. We apologize that your experience with TeleTech didn't match our reputation as a great company to work at ... More


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  5. Helpful (1)

    "Over worked, under paid, married to the job"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Technical Project Manager
    Current Employee - Senior Technical Project Manager
    Recommends
    Neutral Outlook
    No opinion of CEO

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

    Pros

    I have a good team of co workers and leadership who had my back

    Cons

    The department I work in was constantly delivered projects that were incomplete for implementation. We were then asked to implement these incomplete items with less than enough time to get items developed in the proper way

    Advice to Management

    Make sure that the values that you preach are actually taken into account instead of just brining in sales and working your technology teams to the bone

    TeleTech Response

    Feb 22, 2017 – Social Media Specialist

    Thanks for the review. We're glad you like the team and the support you're getting at work. We know how some projects can be challenging, especially when time is a factor, but we've definitely taken ... More


  6. "Keeping coming back"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Team Lead, Service Delivery in Riverdale, GA
    Current Employee - Team Lead, Service Delivery in Riverdale, GA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at TeleTech full-time (More than 10 years)

    Pros

    Teletech is a flexible company to work for. They are family and goal oriented. They push employees on balancing their work and home life. They ultimately are a great company to work for with much room for advancement, if you work hard.

    Cons

    They have A LOT of technical issues when it comes to applications, servers, and equipment. I think it would benefit Teletech to really do a complete upgrade on their whole networking system. Technology changes so quickly now and when you work with as much as Teletech does, you have to stay up to date!

    Advice to Management

    Management is awesome. There allow you to do your job and always encourage before reprimanding. They are very good examples.

    TeleTech Response

    Jan 10, 2017 – Social Media Specialist

    Thanks for the review! Indeed, TeleTech has always been a flexible company. We'll work with you to have an easy schedule and we've always maintained a professional yet family-like culture in the ... More


  7. "Great place to build a career"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Lead Trainer in Springfield, MO
    Current Employee - Lead Trainer in Springfield, MO
    Recommends
    Positive Outlook

    Pros

    Rapid advancement is typical. Thorough training and support for advancement is always available. Clean and comfortable work environment. Pay is above average for the market. Leadership is almost completely homegrown and still very aware of what it's like to be on the phones.

    Cons

    Communication is always a challenge when so many clients are all under one roof. Coordinating a unified message between internal and external clients can be challenging at times.

    TeleTech Response

    Jan 11, 2017 – Social Media Specialist

    Thanks for the great review! TeleTech is really big on creating a great working environment for its employees. And you're absolutely right, there's opportunity for career advancement which we'll even ... More


  8. Helpful (5)

    "High expectations for low hourly pay"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - At Home Cust Service Representative in Englewood, CO
    Current Employee - At Home Cust Service Representative in Englewood, CO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    Almost anyone can get a job with this company.
    Work from home jobs available.
    If you can stand to work here for 6 months or more, you will probably get promoted.

    Cons

    Very low salary but high performance expectations.
    Overworked/slow response internal support.
    Overworked/slow response Team Leaders
    Unreliable software tools.
    Disconnected systems require duplicated work.
    Everyone I have dealt with in the company says all the right things yet does none of them.Think of "The Emperor's New Clothes".
    Very high turnover for work-from-home CSRs.

    Advice to Management

    Your @Home CSR employee management model is so terribly broken, I would not know where to begin. This is one of the most infuriating jobs I have ever had. If I did not need a work from home job, I would quit immediately. Hopefully, I will soon be just another good employee you could not keep.

    TeleTech Response

    Jan 31, 2017 – Social Media Specialist

    Thank you for your feedback. We apologize that your experience with TeleTech hasn't match our reputation as a great company to work at. Each year, management reflects on how to leverage employee ... More


  9. "Customer service rep"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Morgantown, WV
    Current Employee - Customer Service Representative in Morgantown, WV

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

    Pros

    Good pay. Good bonuses. Flexible hours.

    Cons

    Management sucks. Extreme lack of communication. Health benefits suck

    TeleTech Response

    Feb 6, 2017 – Social Media Specialist

    Thanks for the review! We're glad you're liking the pay, incentives and flexible working hours. Can you let us know more about the lack of communication you're experiencing? We certainly want to help ... More


  10. "Teletech"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Licensed Producer
    Current Employee - Licensed Producer
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at TeleTech full-time (More than 5 years)

    Pros

    Lots of advancement opportunities and flexible shifts
    Depending on your project good pay for performance
    Better than fast food
    Good coaching to increase performance and if you don't like your project you can always transfer to a different one.
    All inbound calling
    Fast promotions

    Cons

    Experiences can differ based off of manager and/or project
    Wages do cap
    This is a call center job with pretty tight security measures

    TeleTech Response

    Jan 4, 2017 – Social Media Specialist

    Thanks for the wonderful review! We're glad you're enjoying all the great things you listed on top. This is because management really wants to make your work experience at TeleTech the best. TeleTech ... More


  11. "Teletech @ home"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Associate in Atlanta, GA
    Current Employee - Customer Service Associate in Atlanta, GA
    Recommends
    Negative Outlook
    Approves of CEO

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

    Pros

    Great company for working at home

    Cons

    fast paced training and drop you after service wit now way of contacting if last paycheck has issues

    TeleTech Response

    Jan 6, 2017 – Social Media Specialist

    Thanks for the review! We're glad you're liking the work from home setting and we're sorry if you're experiencing issues regarding your paycheck. Your supervisor should be able to help you out easily ... More



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