customer service representative

ambassador

moderator

brand ambassador

engineer

Activus Connect

My start date with this company was Oct 4th. Based off these reviews some of which are fairly new, I do believe this company must take what their employees say and try to make a better experience for future candidates. 

INTERVIEW: Zoom meeting, Yes it is a group interview but it is pretty quick and easy with basic customer service questions. You select your shift during this interview process so if you are hired you will more than likely get the shift you requested.

TRAINING/EQUIPMENT: I can only go off of my experience and I am assuming every project is different but for my particular project training was very quick about 2 days. I am providing my own computer and USB headset. The job itself is not hard at all. 

PAY: Biweekly/Fridays (even with USAA or NAVY FEDERAL) I have to be honest and say I've done more for less, so I hate to even complain. Your time is monitored by ONE phone system. There is no clock in or clock out function. This is the only part that had me weary. If your system is ever down from technical issues and you are not logged into that phone system they are not able to track your time. You must fill out a form providing the times you were having your technical issues that way you are paid for it. In the beginning, we were told we would get access to our pay systems to monitor our times a few days after working. The set up email came the weekend following my start week. There was no time entered for the first week that we worked and the whole second week me and the rest of my team kept asking about it and my TEC assured us everything would be took care of before payday and told us if we didn't see it by a certain time to reach out so it can be corrected. Some people's hours generated successfully with no extra effort needed but for others there were hiccups. For instance, I had to resubmit another form for a day I already submitted after days went by and the time was still not there. The second time I filled out the form the very next day I saw the hours were entered. I'm saying this to say, they do not have the best time tracking system but you learn that early on. With the way their system is and how they track time you are bound to have paycheck issues if you are not checking your hours everyday or staying on top of those correction forms when you have technical issues. 

BENEFITS: It's a full-time 40 hours a week position but they do not offer paid holidays. They do say if we worked a holiday we would get time and a half but from my experience thus far, we do not work on any holidays. I believe we earn maybe 1 hour per pay period for PTO hours accrued. I'd have to be working for at least 4 months to cover just one 8 hour shift. So even if you wanted to use your PTO hours for any holidays you wouldn't have much to cover you. They are also very strict when it comes to overtime as it is never offered. They do offer health care packages but just like anywhere in America right now healthcare coverage is expensive. The glass half full perspective is some companies don't offer benefits at all so something is appreciated more than nothing.

MANAGEMENT: My TEC (aka TEAM LEAD) happens to be great. Even in times where we may not see them in chat they normally come back and respond to all questions that were asked even if they were already answered by our peers. Other TECs come in the chat when your TEC goes to lunch or break so there is always someone available for help. Every TEC I've encountered has been kind, made friendly jokes in the chat, offered help or guidance and seem to genuinely care about the questions that were being asked. Since I've been there they have been very communicative. The CEO has sent out two videos since I've started, and the HR team has very specific people which makes it a more personal experience for me. I've seen the same group of management communicating with me since being hired.

OVERALL: Basic work. You are taking inbound calls, sometimes it's busy, other times it's slow. Depends on the time of the week or any upcoming deadlines. You're just providing information to people who need help during this pandemic. In my opinion there is room to grow within the company. They send out email offers whenever there is a chance for advancement and they don't care how long you've worked there in your current position as long as you are standing out in a positive way. I'm happy here.

I've been working for Activus Connect since 2020. The experience is not the same for everybody. I've been in several different roles (although I'd rather not say, if I get specific then I'm sure it will be easy to guess who I am). I will share my experience and what it is like for others since I work closely with the Ambassadors as well as other personnel. 

I got my foot in the door as an Ambassador/CSR. My intention was to work here temporarily due to circumstances at the time. I did not have any issues as an Ambassador due to several reasons. This was the beginning of a new project. At first they used a system which did not record calls and they did not have a structured disciplinary system. By the time I was promoted, things changed and unfortunately this became worse over time.

The common trend is Ambassadors are frustrated because they are constantly getting written up. Essentially, they are walking on glass. A big part of this is due to requirements set by Activus' clients. The pay for Ambassadors isn't great by any means. In my opinion, based on how strict things get, the stress, moving from project to project, clients requesting a smaller headcount (yes, as an Ambassador you might be faced with job security issues), etc. I do not think it is worth going through that for the little they pay.

Based on what I know and it may not apply to all positions, there is a strict schedule which you must adhere to. Otherwise, discipline. They have your breaks pre-planned and it can be difficult getting of calls on time. You do not get paid if you need to go off que to use the washroom. That one flat out is dirty. I never once worked anyplace which you aren't paid if you need to use the washroom. If you have more than about 5 extra minutes (this might or not apply to all project) of break time due to bathroom breaks, then you can get written up for being out of adherence. So yes, they expect you to pretty much hold it until your scheduled breaks which in my opinion, that is just dirty.

In my past and current roles (after being an Ambassador), the work culture on this side of the fence is much better since you are working more closely with Activus' management without having to being in adherence, super strict telephone rules, etc. The biggest concern is whether you are being compensated accordingly.

First, if you take your pay from 2020 and convert it to today's inflation, then you are technically earning less profit than you did back then. Meaning, due to Activus' failure to adjust compensation due to the current cost of living, it is now harder for you to provide for yourself and your family than it was several years ago. There were a couple of small raises however we still are not where your 2020 pay would be at converted to today's inflation. In addition to this, this was the first year which Activus did not issue us a holiday pay which really says how little they value their employees.

I think Activus is an easy place for a young person that is trying to get experience that isn't expecting to make a livable income. Or, somebody retired that is trying to earn a side income. If you want to make a livable income, you'd have to be a CXM or greater. Their benefits aren't great. If you want coverage for your child or spouse, it will cost significantly more than it costs for yourself. This isn't the place to have a legitimate career where you can support yourself and your family unless you are part of upper management. If you are ambitious and you want a serious career, you are better off looking for work elsewhere.

The company lures you in with seemingly great compensation and the added benefit of a completely remote work from home opportunity, but unfortunately, the job security is nonexistent. Activus Connect acts as a third party that outsources call center work to a client, usually another firm or government agency. As such, if the client wishes to downsize its operation for any reason, Activus must oblige and therefore terminate all the people they have hired for the project. This is exactly what happened to my entire team that was terminated on a moment's notice. To their credit, Activus tried to soften the blow by offering a few of us a job on another project with a different client, but there were very limited spots, we were not allowed a choice in whether we wanted a morning or evening shift, and the pay would be reduced by almost $6 the hour. Needless to say, dozens of people lost their jobs.

As for the work environment as a whole, the entire time I spent working for Activus Connect felt disorganized and chaotic. The first week of orientation, the mandatory schedule that was sent out in a mass email to hundreds of new hires already contained typos and errors that later turned into an uproar of confusion in the company group chat. During orientation zoom meetings with the client, we were yelled at by the training instructors to turn on our webcams while Activus simultaneously instructed us not to. Once we were split into several teams with different TECs as our direct line of management, my team's TEC was nowhere to be found as they were too busy conducting interviews. We had substitute TEC after substitute TEC for almost a month, a fresh new face as our manager each day, with no semblance of leadership or direction. The schedules that we had agreed to in our offer letters were then quickly adjusted, and days we thought we would have off turned into days we would have to work and visa versa, all at the whim of the client. After a while, our hours began to be cut, even as full timers. 

In regards to the culture of the workplace, Activus Connect did its best to foster a warm and friendly environment despite the constant turmoil. I honestly began to feel bad for the countless TECs we had assigned to us on a daily basis, as I could tell they were just as frustrated with upper management and the situation as a whole as my team was. They did try to keep morale up - we played games such as company jeopardy, and even held contests to see who could come up with the funniest joke - but there was always this dark cloud of uncertainty over my team that today could be our last day of employment.

● Pay & benefits
There are payroll issues that still have not been resolved 2 months from start date

● Management
The managers are great. As you go up the ladder they talk a good game and know how to handle you but issues lingered.

● Overall
I started on 06/02, from the beginning we were told time would go through their chat system which would basically be our clock in/clock out. No issue until my first check when the 5 minutes we were told to clock in before the start of shift, the time we stayed over on calls, and an additional 8 hours were missing. My hours wasn't viewable on the payroll site until the next week after the first paycheck which was 4 weeks into being employed. 
We were then given access to a form to submit issues. The u hours were paid but the five minutes before and the time stayed over after due to a long call still was not paid. We were still told to clock in 5 minutes early but we were only to submit the time we stayed over on the form. One issue fixed at least.
Fast forward, I realized by being able to now see the time they were putting in and seeing they were still neglecting to add the up to five minutes early I was clocking in. I started keeping up with it myself and after two weeks submitted it to them by email since it was not being entered in. A day or two later my sup told us to stop clicking in the five minutes early but the time was never entered in nor paid. It could just be a shocking coincidence but it jus th seemed weird to me.
The next pay check was not in the bank on time. They got us all together and people let them know of this time and they said they would research it and pay people what was owed. Right now, it is three paychecks later and I have yet to be paid for that time.
Fast forward, I resigned. I realized after I resigned after 56 days of being employed that they had charged me for FSA which I was not eligible for until after a 60 day waiting period. I hoped they would figure out their issue and fix it the next pay check I was due, but no they started charging me for other benefits that I was not eligible for.  I called and I couldn't speak with anyone because the two people that handles it was busy dealing with an HR emergency. 
Today, is the pay check after that one and I still do not have the money charged for the FSA, the unpaid wages, and unsurprisingly there is another issue on this check. Par for the course.

Good for supplemental income or second job.  

The prior reviews about late paychecks is true. There has been incidence where paychecks were not deposited as they should have been. There was also no company wide communication or apology regarding this from the higher ups, payroll or HR, but the direct manager did keep our team in the loop.  The direct manager over my program is very nice, flexible, and overall a good person who truly wants to see you succeed. The direct manager (head of operations)  is positive. The supervisor (TEC) is nice as well, although can be nit picky at times. I don't know if this is the culture of the company, or this person's personality. Changes from the client happen daily, the changes are blasted in a way that you'd assume is how it should have been all the time, when really it's a "new process". Training is minimal, so to thrive here you must be a quick learner, have the ability to adapt to constant, almost daily change and work well under pressure.

There is often communication from upper management via video to give thanks saying they appreciate you, and that you should recharge on weekends to be ready to give 110% in the week ahead for the client. 

Your calls are reviewed by quality control. On the quality control form they do not provide any information about the call for you to reference. They give you a score and what you did wrong or right, but no description of the call, no account number for you to verify their assessment, nothing. They pressure you to "accept" the scores, but give you very limited information about the call to investigate and see if you agree or not. In my history of giving or receiving quality assessments, you'd provide a reference for the employee. This is not done here, I am unsure why.



My experience at Activus initially started off positively as I joined the company with high expectations. However, I observed certain concerning behaviors when I was promoted, which I would describe as targeted actions. While I can appreciate that new managers often prefer to bring in their own staff, it becomes evident when the CXM exhibits a negative attitude towards certain individuals, indicating favoritism. Although I initially enjoyed working at this company, it is not acceptable for a manager to approach their employees with a personal attitude as it creates an uncomfortable work environment. Consequently, some colleagues have resorted to sending private messages to address simple questions among ourselves. As the CXM, your job is to ensure that everyone under you feels comfortable asking anything that helps them get their job done. I witnessed a situation where one of my newer colleagues asked a question that I have seen asked many times before their promotion. Unfortunately, this individual was ignored, and when the manager finally responded, it was in a disrespectful manner. It is disappointing to note that this behavior is not consistent with everyone. If I have observed it, I am confident that others have as well. In fact, after speaking with a couple of my colleagues last week, I am certain that others have noticed it too. I wanted to stay with this company, and I will always remember the incredible days I had here. However, I knew that leaving was the right decision, and I am now thoroughly enjoying my new job. I am very grateful that I no longer have to start my days wondering if my manager will have an attitude. To my old team members who may be experiencing targeted actions, I understand that it may be tough, but please reach out for help.

A typical day in this role is chaotic and mentally draining. Training and onboarding were completely disorganized—sessions were muted so questions couldn’t be asked, crammed with too many people, and rushed through in just three days. The very next day, you're thrown on back-to-back calls with upset customers, barely given two minutes between calls.

The systems are glitchy, and if anything technical goes wrong (even if it’s out of your control), you're expected to take the blame and complete multiple forms to protect yourself. You also have to be logged into three different systems just to ensure you’re paid correctly.

Every day starts with a mandatory “preshift” meeting where we read word-for-word updates—something we already have access to. It feels unnecessary and infantilizing. On top of that, our group was often reprimanded during these meetings for things others did.

There is a strong culture of micromanagement. Supervisors and TECs can be rude, and yet you're expected to show them full respect regardless. There's no way to casually talk to coworkers, and the inability to use messaging tools like STC for side conversations made the job feel isolating.

They also mishandled two of my paychecks, and communication about these errors was nonexistent. If you're someone who needs any level of support or guidance, this is not the place for you—you’re on your own from day one.

This job may work for someone extremely independent and able to tolerate poor systems and high stress. But if you value being treated like an adult, having a healthy work environment, or preserving your mental health, I strongly recommend looking elsewhere.



When you start they will probably let you know your working on the alight team signing people up for annual enrollment you will go through about 2 weeks to a month of training this is super in depth and you are going to think wow this is great! Well you might as well ignore all of it….. it does not portray to what you will be doing at all after this you will get into client training where they give you minimum dentals and training about what you will be doing while thinking of excuses of why they can not let you hear calls to see how it works after this if your lucky enough to have 1 client they throw you in they tell you to use teams to ask any questions but good luck if you do get an answer it will be an hour after you ask so you just have to wing it while who you have in the phone will be asking so many questions you can’t answer because you weren’t properly trained they use Amazon work space as there base for all programs it never works and is ALWAYS slow this being said if you are even a minute late they make you fill out a document stating why and doc the time because it is never there fault they tell you you should log into your system 30 min prior to your work day but we’re not going to pay you for it… speaking of not paying you will got off the day of and the day after most holidays seem great IF they paid you for them they do not pay for any holidays you have off you also get very minimal time off in sick or pto they also threaten to fire you over very little there were 62 in my hiring class and 10 made I through the whole training and now in production we are down to 5 if you are desperate sure go for it it’s not a career though 

The good:  Working from home in a relatively easy and relaxed setting.  The role I operate in is not too overtly complex and QA guidelines are quite easy to meet.  Staff is broken up into teams, with the TEC being the team leader.  The primary role for the TEC is to assist team members with coming up with a resolution or a plan of action for customer issues or questions. Overall TECs are knowledgeable enough in the subject matter to provide concrete direction and are pretty responsive to team questions.  
The Bad:  PTO accrues at a painfully slow rate, somewhere around 20% of an hour for each eight hours worked, so around 12 minutes a day.   There really is not much of an advancement ladder to speak of; you are either a team member, a TEC assistant (who basically just helps with advice but still takes calls), or a TEC.  Restroom breaks are also to be subtracted for any scheduled break time, with any overage of break time can possibly create coaching or corrective action (which is understandable mostly but some people do have health reasons that may require more frequent restroom breaks-which basically doesn't get any understanding).  PTO is also something that if not submitted at least two weeks in advance will probably be denied, even for doctor visits.  Any sick days (call ins) will also use any PTO time you have accrued, so if you plan on taking a week vacation you better not get sick that year.  

When you first start they make you feel welcomed.Once you actually hit training for a few weeks it changes quick. Monitors everything you do  on your screen, who you write in teams privately." Everything" and you are using your own equipment. Constantly reminding you you are monitored. It feels like jail rather than work. You learn one company and will be switched to another one to learn something else as soon as you are comfortable. Please believe the other reviews. They are telling the truth!  Mock calls during training are done in front of everyone  a very large class of 100 people or more. I'm sure that would make anyone uncomfortable.  If you don't volunteer you will be "volun- told "as they say .It is different being on a phone with a caller and someone listening to your call. But not 100 people listening at your every word and mistakes being made . Trainer will nit pick so will tl and tec . Unprofessional things put in the chat making people feel bad about how they learn. They expect you to know everything before production!!! Just be warned. Find a job that appreciates their workers. You only have 5 days PTO and if you need a day off PTO will be used for time off so you never have any . It says paid Holidays you are NOT Paid . Not A great company High turnover and this is why.  Hopefully this helps someone. If you accept the job be looking for something else as well . No job security.

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