Training: I would describe it as mediocre. They don't give you enough time to fully learn and feel somewhat comfortable with the material before you are thrown to take calls. A few people from my training class quit before finishing because of the overwhelming amount of information they need to learn and said it wasn't worth the pay. It just seems like they want to give you half-crud training and have you take calls ASAP not caring how high quality the call will be, just to help with the service levels.
Pay: I can't speak for myself because of my experience working there I got lucky with my salary, so I couldn't complain about my pay especially being in the bilingual team. Most others complain that the pay is not worth what we went through. Customer care centers used to have bonuses, but it got taken away a couple of months ago. They tried to make it up with a bonus loss raise, but even if you banked 100% of your bonuses for months straight, the raise still isn't even close to the amount you've made maxing your bonus.
Workload: It's great to have job security, but it seems like they keep throwing more and more skills for you to work on and still pay you the same. It does really get overwhelming when you're constantly getting calls back to back and then get more kinds of calls added to you.
Raises: They suck. On average, you'll get 50¢ or so a year. Bilingual diferential is only 50¢ more. Other companies pay you $1 or more for speaking another language. The shift diferential is appreciated when you actually have a shift that is eligible. The raise on that is 10% of your base pay.
Communication: Communication with managers is ridiculous. One manager tells you one answer on how to handle a situation, while another manager tells you something completely different. Even the procedures are not followed all the time because they tell you it's about to be updated in a week or so. So because you're following instructions, you can get marked off on your call audits because you didn't follow according to the procures on the internal site. You're screwed either way. When you have a manager call, they seem to disappear at the perfect time, so it's like you look like a chicken with your head cut off trying to find someone and that upsets the customer even more. And if you do find one, they always hesitate on taking the calls by asking you if you spoke through chat, a team lead, or offered to help even when the customer demands to speak to a manager. There were only a couple of people who always took the calls with no problem.
Management: Be careful who you you consider a nice supervisor or manager because a lot of them are two faced. I learned that the ultimately hard way. They claim that you're part of their family, but totally ignore you when you need help or when you are trying to give them suggestions on how to handle our customers better. Then when you take matters into your own hands and help customers the best you can, you'll get in trouble for doing too much for them, even though we are supposed to be "customer obsessed" . There are also favoritism and too much gossiping. The place can feel like a soap opera with all this drama going on.
Policies change all the time and they don't even give us time to review the updates in the beginning of our shifts because they want us to auto in and take calls the first second we log into our phones. Either that or they'll let us know about new procedures days after it became into effect and it hurts our quality scores and also looks like we are not following procedure.
Mandatory schedule changes: This goes for customer care centers like monitoring, sales, field support and billing. Every 6 months, you will be forced to pick a new shift according to business needs and it's based on your stats. It you end up with a horrible schedule, you can either trade with someone, or suck it up because you will either have to transfer, quit, or get fired. Forget your personal life. You have to live around ADT's needs first. Hopefully they'll remove this dumb requirement.
I know it sounds like a lot of cons, but I actually did love working for the company. I never dreaded going to work ever, and I loved helping my customers. I was just being super critical about all the bad things that happen there. As long as you go to work and do your job and try not get tangled in the drama, you'll be fine.
