-they do NOT care about your metrics, despite how much they preach about it and you will never be awarded for making the client a lot of money.
-they care about people adhering to policies/procedures and attendance schedule. they tell you not to sound like a robot, but believe me, they're paranoid that Apple will hear a call and something is 100% perfect, so they want you to sound robotic.
-they are a start up company that has only been in business for one year, as of january 2018, and is funded by investors, not assets
-my metrics were at the top of the company (42% close rate, company average is 14%; SSAT 100%, company average 80%, etc) and i was put on a suspension because i said ONE piece of incorrect information regarding a policy to a customer (sale was never put through). customer called back and got an actual apple corporate employee and made a fuss about it, so i had to be suspended and 'reviewed'--meaning they will find ANYTHING to fire me or make me quit so they can stop paying me. a long standing employee with beautiful metrics and attendance? they don't care. they suspended me immediately after they received an email from the apple advisor (it's literally just feedback. if a corporate employee were to get it, they would be coached. get it while you work for conduent? fired.)
-bonuses were NEVER what they promised. starting pay is $11/hr to do a job that corporate level employees and other companies pay way more to do. Bonuses were 'restructured' several times in a 4 month period. Originally promised up to $800 in bonuses per month, and, once i was hired and trained, the bonus structure was 'changed' so, despite my sales and metrics, i would MAX out at only $300/month. (when you're selling thousands of dollars worth of product per day, $300/month is NOTHING!)
-they took away all training and coaching once put onto the floor and employees just did what they were told in training. if a policy was updated and you're not aware of the update and you mess up on a call, you're terminated. if a QA rates your call and thinks you're 'clerking' it (like someone calling to talk to the store), it's considered "call avoidance", so you're terminated. if you're sick with the flu, you better schedule it at least two weeks in advance and have it approved, because they have a "zero tolerance policy" for absenteeism. doctors excuses mean nothing. something happen to your kid and you have to go pick them up at school? better make sure it's after your shift is over, because you cannot leave during your scheduled shift unless it is a tech issue.
-the computers, headset, etc, that they sent were junk. almost every computer that was sent out had to be replaced. you'll receive, at the very youngest, a 2012 iMac. mine came in and the mouse and keyboard was full of dead skin. it was disgusting, to say the least. the computer itself worked beautifully, as it would, since it is a Mac--but they put so many of their programs on it that don't work that it makes your work day dreadful.
-they took all coaching away, so despite receiving numerous QA'd calls, you'll never get coached on them, because they don't have the time to do it. management wants surveys done (to catch someone screwing up), and no coaching.
-you will not get holiday pay or any benefits until you've been there for at least 90 days. you only get holiday pay if you work the holiday.
-i didn't get the insurance, but if i had to, i would have gone through the marketplace. it's cheaper with better benefits than this company has.
-the top trainer (who was a training supervisor and been with the company before it was transferred over to Conduent) that would produce the best agents with the highest metrics resigned because she couldn't handle the stress. let that sink in. the top of the line trainer who worked from home and put out the best agents was forced to quit because of the little pay and level of stress that was bestowed upon her.
-the top sales agent was terminated because it "sounded" like she said a swear word on a call. caller never complained. she got the sale and a wonderful survey, but because a QA heard it, she was terminated. on the spot. no warning. no final. no written. just terminated on the spot.
-they will blame every tech issue on you, not on their equipment, despite the fact that it's the equipment that's the problem. (i was fortunate to have a wonderful iMac and my computer never had issues, their programs did)
-the grad-bay supervisor, as of this date, does the work of 10 men.
-the supervisors are expected to be superheroes. if you're absent, for any reason, they get in trouble.
-the advisors are expected to be perfect. if you're not, you're terminated.
-the sales operations manager is one of the best people you'll ever meet. this isn't her fault. she and the supervisors will do everything in their power to help you, but it's a dog eat dog world and no one has your back.
