My comments are based on objective opinions of what I experienced on the Intuit project only. Prior to getting hired, TeleTech promoted themselves as a top tier technology tele-business with a great culture. I beg to differ. Keep in mind, I bought a brand new 15 inch Dell Laptop from Best Buy 3 months prior to joining TeleTech that I also used for this gig.
-from day 1, you need unheard of tolerance and patience for the system dysfunction you encounter daily. Its my understanding that these issues have been going on there for many years.
-their network and applications are plagued with issues which i encountered daily even before clocking in. middle management showed no effort to correct. i don't know if they lack resources or the capability to correct, but it was swept under the wrong. With this, mgmt had sent the wrong message from the beginning to the new associates
-A lot of the decisions and technical management seemed to be based out of the Philippines where they have a campus of offices.
-the dedicated help desk that we're instructed to call only offered basic troubleshooting and had no in depth solutions. i made friends with several. these poor guys are flooded with calls daily.
-applications froze, gave random error messages, restarted on their own, kicked you out of applications all while i was talking to customers on the phone
-i had to resort to gimmicks and improvisation with network/applications just to be able to help many customers thru their call.
-keep in mind the Client Intuit has strict expectation of the daily metrics you have to maintain, or you will be let go.
-constant disconnections while customers where on the phones; server was sluggish
-training was informal and unprofessional, the trainer while facilitating our class, tended to her infant child the entire time. keep in mind this is remote so we are using video conferencing to see and hear the training.
-the team lead only facilitated the class while the rehires who were kind enough to go above and beyond taught the lessons based on their past experiences on the job. this happened 70% of the time.
-the customers are far more pleasant than many of the employees themselves. Bad attitude and rudeness is abundant particularly in Tier 2. I realized that some of them were just overwhelmed with tasks. this is the culture put together.
-the team lead had little leading experience and didn't appear to have been trained themselves thoroughly. they didn't know answers to most questions, they didn't show much experience on how to motivate, communicate and lead others
-after training and taking calls, the trainers become team leads. a few team leads communicate well and others like mine didn't have the soft skills. at times she showed bad attitude others days she was a little friendly. she sounded ghetto many times. when the reporting numbers weren't good, she spoke to the entire class full of adults like we were her children. how is a person suppose to improve to this? and sometimes she expressed how overwhelmed she was and shared some of the questionable bureaucracy involved. I felt a little bad.
-one team lead got into a verbal confrontation with a rep in the chat room. Like I said a few of the team leads showed no prior leading experience, and lacked the soft skills and character needed. i question their selection of candidates.
-my training class started with over 30 people, by midway of us taking calls, over 80% where let go or left. new trainees came in after blitz training.
The client should demand high expectations for their customers we attend to. TurboTax has been a brand household name for years. Intuit is paying for premier customer service management of their customers and they should be on the fence with what has been going on.
