customer service representative

call center representative

ACT Call Center

ACT has some ridiculous expectations. I took on a work-from-home job for its flexibility because I have a child still at home. I was sold on the idea that my work day would be one where if need be, I could walk away to resettle my child and continue. But the reality is, you can't walk away for even the littlest amount of time nor can you take a bathroom break outside of your 15-minute scheduled break and you definitely cannot step away from the desk even for a glass of water. You are held to a compliance schedule, and if you have issues with sickness you're marked a no-call no-show even if you communicate with your super. I loved my project but decided to walk away when I realized I was not valued even though my numbers showed I was a great employee. To ACT it's not what they say about flexibility and understanding. As a mother who does it alone, I have avoided getting into the workplace while my kids were still small because every employer treats you as a number no matter how well you perform your job. I have a child who does not go to daycare because it's expensive. So I thought, wow great opportunity to work from home! That was quickly changed. Hour lunches began to be moved down to 30 minutes without asking if we would approve those changes. Any restroom run that needed to happen before or after a designated break, you found yourself being docked for those 2-3 minutes. The atmosphere even working from home was one of high stress and fear of being clocked out or docked for not complying with adherence. I have never worked a job where a restroom break was so frowned upon. I'm sitting on calls for 8-9 sometimes 10 hrs a day and it's ridiculous to think I can only have a 30 min window daily to use the bathroom and it can only be when it's a scheduled break. I feel that supervisors are only looking to have great numbers but don't care about what it takes to get them the numbers. I am really sad honestly to have walked away from my project. But my health is more important than an adherence score. As long as I am communicating illnesses why should I be marked as a no-call no-show even after providing doctors excuses for illnesses I could not prevent? Makes no sense to me how this company claims to care so much about employees but lacks so much understanding and empathy when unfortunate events take place. ACT needs to look at a better way to handle illness. I did not appreciate being marked as a no-call no-show even after providing a doctor's excuse and diagnosis. 

Although I didn't start on the floors. I was going thru the training and it was not impressive. I did find out why I felt time wasted and not getting thru the training. Because the normal person that does the training was having a women that never done it before stepping in for him. I didn't like how noisy it was when taking test. Very hard to concentrate. And how they had a film viewer that was blurry half the time and we brought it up to the teacher.  When brought up to the teacher she acted upset but it was helpful suggestions and not to attack. Speaking out about this with the teacher caused some friction with her against me. But it was honest and to the point. When I sensed the attitude I decided to tell the teacher I wasn't feeling well and left. And she asked if I was returning and I take it was for good reason and picked up she didn't wish for me to be in her class after speaking out about their blurry projector. However the other employees were nice about it and did say they would fix it. Which was beyond my expectations that they didn't take it out on me like the teacher did. I regret the time wasted on training. Since I value my time and they seemed to wish to correct this with was one plus. However I decided to leave because I felt it would be awkward for me to remain with that same teacher. This was beyond my control. As for the premises. The over all place smelled and looked quite dirty. The rugs should be replaced. And as soon as you entered this one building the smells would hit you in the face. I felt it was unsanitary. Plus the lady's restroom seemed to always have a toilet or two problem with the plumbing. No pictures on the walls. I felt like I was in a jail. With the badge and little breaks and rushed to the from lunch etc with one computer to clock in and out of with a line of people waiting to get out of there.

I worked at ACT Family Counseling for a span of three months or so and although I very much enjoyed the counselors as well as their clients I did not enjoy the poor management skills and disorganization of the company. The “manager” is only there one day out of two weeks and every time she is there she sits on her phone on Snapchat. The attitude of the girls working there is unbelievably unprofessional. The “manager” is a 24 year old woman who only has the job because she is close to the family. They do not care about clients or employees all they care about is their paychecks. I was glad to leave.

What is the best part of working at the company?
The people you get to meet. The trainers are not helpful and need to be taught how to present the information in a better way

What is the most stressful part about working at the company?
Not being trained to do all the parts of the job requirements

What is the work environment and culture like at the company?
a revolving door we started with 65 people and before training was done we were down to 35

What is a typical day like for you at the company?
Go in have equipment problems or could not get in to clock in and then they just talked to the other supervisors and left us to do nothing for hours while we waited

The management is terrible. They are all over the place and not very consistent. The management put so much pressure on employees. I've seen people quit on the spot due to that. Almost all new highers quit after a month. The job itself isnt so hard its just everything around it that is terrible. Your in a crowded room on an old computer taking phone calls. I've smelled and seen people use drugs at this job. They dont drug test obviously. I wish they did. One supervisor was caught dealing drugs during company hours. I worked there for 2 years only because i needed the job. I left as soon as i could due to the poor working conditions.

ACT call center overall is a nice fast paced environment , friendly once you are accustomed to the atmosphere, can be loud at times do to having more than one work project in the same building. Most of the time I'd come to work assist my calls and go home not much team activities so it pretty basic on what is supposed to be done within the day. Management is available at all times because there is an open door policy which is very welcoming.  One of the challenging parts of the job is not enough resources or departments to assist when a caller calls in requesting to speak with an agent from that dept.

I would not recommend anyone to work here. Management was awful there was no support or communication. There were many times I reached out to management and got no response at all. If working from home you only get 10 minutes throughout the entire day to go. Not to mention the expectations set are outrageous I’ve never seen another call center with such high absurd expectations. If I requested time off it was always denied didn’t matter how far in advanced I asked.  

I know sometimes we need a job, but please dont settle for ACT. management is toxic and power hungry. Turn overs huge and home. time is pathetic, they dont tell you when getting hired ur over time is mandatory so youre rarely home or off work 5-6 days a week. When youre working you have to ask permission to use the rest room? They run it like a sweat shop. Im sorry theres just too many competitors for anyone to have to settle for the bottom of the barrel. go to citi or a small town call center, much friendlier or just ditch call center altogether. 

I enjoyed this job as a first time experience. But i wouldn't recommend it as life stay. For teens or people in their early twenties or someone who needs a quick pick me up job or experience. This is the job. I enjoyed the vibe around the work area. I loved o.t. and holiday pay. I love the experience and skills i learned from ACT. All work no play. I would say your there to work and not make friends. Its a very easy place to distracted. But if your in the right mind you won't need to worry.

The company is very unorganized, they take their time to approve any leave of absences, mine didn’t get approved till the day I needed it. Pay is great. Team members are great (night shift) days shift team members do not care to help or answer your questions. Pto earned is great. Easy programs to learn. Management is impatient won’t help you all the time. Some management is understanding. If you miss you do have to make up hours unless excuse is brought in. The schedule and days off are decent only downside is mandatory overtime.

Top Job Titles	Average Salary
Customer service representative 2 salaries reported	$22.81 per hour
Call center representative 1 salary reported	$27.27 per hour

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