customer service representative

call center representative

ejecutivo de atención a clientes

servicio al cliente

technical specialist

Atento

The entire interview process when I applied probably lasted no longer than 10 minutes, was asked about 5 questions and hired on the spot. The person doing the interview had a xanax pill sitting on top the desk in plain sight. The training was poor and only covered about 10% of what you actually do on the job. The trainers seemed burnt out and angry. They fired anyone for any little reason during training. One of the trainers doesn't like other women, and will single them out, fight with them and fire them when they retaliate. If you make it after training, the pay is still low. You handle back to back calls all day, majority of the customers are angry, so you get yelled at all day. If you get selected to move to another department (or fired if you chose not to) you have to take calls from additional lines of business for no additional pay. Had that issue brought to the attention of the site manager and he seemed surprised and then eventually got a $.50 raise a month later. They are strict on every metric and write you up if you aren't meeting, and they also find other ways to punish you like taking away your paid breaks and shortening your lunch to 30 minutes until you are at goal again. They have a/c issues in the building so its always hot and stuffy. You get written up if you are 1 minute late from break or lunch. Majority of management is childish and refuse to help, there is a few of them that are ok though. Because of the poor training, systems and resources available, you are forced to ask for help from supervisors, but they are never there when needed, and always disappear in "meetings" and you have to wait until your co workers put a customer on hold to ask them for help. Most of the computers and equipment are 15+ years out dated and don't work. Headsets, keyboards, and mouse never work. People fight over these and if you're lucky to be at a desk with something that works, it will get stolen from you the moment you leave your desk. HR doesn't care about your issues and one of the HR managers likes to creepily stalk and hit on girls who work there. Lots of supervisor and employee relationships going on. Its more ghetto than downtown. You get no paid time off until after a year, but even then its not guaranteed and they like to deny it under the excuse of "as per business needs". You get denied if you try to advance or move to another department because the company has a shortage of employees which they cannot keep (I wonder why). They also like to give write ups to anyone who is trying to move up or transfer, so that the managers can keep them on their team for numbers, making them ineligible to advance. Vending machines have a good variety of snacks though. This is one of those places where you just stay for the training for a free check and leave once its over to go to a better, higher paying job.

This company just barely started here in Utah 4 months ago, they will hire anybody and everybody of all ages, some may say how great that is, others already know that’s not great. That’s a recipe for disaster within the production floor. Management was hired within. And they are all under qualified. Many with little to no experience. One of the supervisors is barley there, yet they don’t cut agents any slack. Their attendance policy is ridiculous. 5 points and you’re fired. The only way you can ever be excused from missing a day of work, is with a medical note. Otherwise you will receive 1 point for each day missed. Also, Atento does not care if you go above and beyond for the customer. They only care about numbers and stats. If your call time exceeds 7 minutes, you’re considered doing your job poorly. They offer no incentives on the production floor. There is no goal system or reward system for that matter. Their communication is horrible. They do not keep all agents up to speed on current happenings on the production floor or the company in general. When they hire new people, they are not being introduced. Like the Operations Manager, they never formally introduced themselves. You just saw a weird person walking around thinking it was a new agent coming out of training and into production. Trainers do not properly train nesters. There is a lot of drama that is not properly taken care of or addressed because there is no HR Department. This company also requires that you work all holidays including state and federal major holidays if you are scheduled to work. The only way you can get those days off is with a medical release note. They plan to turn into a 24/7 center, so they most likely will never change the holidays to off days for us agents. There is no OverTime that’s offered. 

A typical day at work includes dealing with different kinds of customers and different attitudes that might cause a strain emotionally and physically; I learned that you need to be able to react in front of any situation as positive as you can and not let those attitudes get in the way of being able to do your job. My coworkers are amazing because they go throught the exact same thing as I do and we can relate very well to the strains the job creates. However, management is not very well organized; they are never coordinated and each provide different information, whenever customer service representatives need help, they are hardly available to assist, they demand to show concern and empathy with customers when they do not do the same for their employees and are constantly looking to protect themselves and never care about the interests or the health of their employees, which I find to be completely unacceptable. The hardest part of the job is trying to be as nice and friendly with customers as you possibly can and being cursed at when you can't assist them the way they want. But I guess that is part of every job; you can't always be able to please everybody at once. In all honesty, the most enjoyable part of the job would be being recognized by some of the customers that you are doing your job right, that they were assisted correctly and they are pleased with what you did to resolve their issues. Unfortunately, management never hears the feedback from those specific customers.

Atento is a customer service company that has offices and call centers in several countries. I can't speak for all its contracts except the one I worked for. Having worked for Travelocity and AMR prior, I found this operation somewhat efficient but wanting due to the contractors unwillingness to pay and retain  experience for ticketing and fulfillment. We provided  reservation services for several major banks and their points client membership. Work was done in shifts and my responsibilities included working reservations that were placed in different Saber ques for troubleshooting during graveyards. The expectation was working about 80 reservations in an 8 hour shift. Sometimes it was mundane and tedious and other times some problems took several hours to resolve. Having worked native Saber before, Saber "Red" had its own concise processes.  Not the best pay for this type of position. Other independent travel and corporate agencies paid upwards of 4 dollars more per hour. You received 2 fifteen minute breaks and a 45 minute lunch. Smallest infractions are kept and recorded and you can be fired at a drop of a hat. When they first hired me they were misleading about the pay. Very sterile environment for "security" to the point of it being a juvenile treatment of adults. Co workers were great to work with. The tasks themselves are fine if your training took. The reasons I'm leaving this contractor are its underpaid salary cap, no advancement, poor benefits, negative work/life balance and finally the treatment of employees as if we lived in a third world country.

If you absolutely need a job then this is for you. If you care about being respected, paid well, treated fairly, and room for promotions. Then pass on this job because they offer none of that. The worst part of the job is Human Resources. She will go out of her way to make your experience a nightmare. no one you complain to about her will hear you out and she has worked here for 5 years. which I am working at currently for 5 years now and she is my constant disappointment. Getting promoted is not worth it unless it's a team lead and above. Agent level you are at the mercy of high-ranked employees deciding to make you take more phone calls just because they don't like you and veil it as "they told us they need your help". To make it worse, if you are promoted as an agent. you do not get paid more every time. you are paid more by department base rates and one department is considered to be the longest training and having to learn the most information but you DO NOT GET A RAISE FOR. you are promoted with no pay raise and given more responsiblity. When you are forced to learn every department (5 of them) you are paid a single dollar more to learn 4 MORE DEPARTMENTS. and expected to perform without asking for help even though you have no experience outside of the training (give or take a week or 2 of only taking those type of calls), but then never getting those calls again in the future and then you being put on the spot because you MUST know EVERYTHING by memory. 

as I always tell everyone, avoid this place, unless you are desperate. 

Look, the job is okay as an agent but not for long due to the constant changing of information and misinformation spread by different people. I will admit they can be pretty lenient when it comes to attendance, but because they keep losing agents, supervisors, and QAs. The company tends to make a lot of promises that never get fulfilled, this is due to how unorganized they are and lack of communication. The QA area especially is the worst position to be in, the lead is in a different country and doesn't communicate well nor do they understand the information given by them. The lead can be unprofessional at times, and I don't mean joking here and there to lighten the mood, I mean there is not much support given by them. They will ignore you at times, and when you try to ask questions, they will just reiterate your questions into statements and move on. The QA team before me all left due to the lead and have warned many of the agents about them. Some of the work given to sups, QAs, and trainers didn't make sense and had some of us doing unnecessary tasks or tasks that weren't in our job description. Also, I did see another review regarding how they will move up anybody with little to no experience or knowledge, even if others have more knowledge and experience-- this is very true. Moving onto the benefits-- never got them, apparently our forms we put in never got filed and we never received them. This includes agents, QAs, and sups who didn't have them, and people kept asking but there wasn't much progress, only a few received it. The OMs though were great and I really appreciated their work ethics, but even they struggled to get everything in order. 

**A typical day at work:** Expect a monotonous routine where effort goes unrecognized, and motivation dwindles. Tasks feel repetitive, with little to no engagement or meaningful direction from leadership.  

**What you believe you learned:** Unfortunately, personal and professional growth is limited. While you may pick up basic survival skills for handling a disorganized workplace, don’t expect to gain valuable experience or transferable knowledge that benefits your career long-term.  

**Management:** Leadership is indifferent at best and dismissive at worst. There's a lack of clear communication, little to no support for employees, and decisions often seem arbitrary. Rather than fostering a productive environment, management's approach creates frustration and stagnation.  

**Workplace culture:** The overall atmosphere lacks collaboration and positivity. There's minimal teamwork, no real sense of camaraderie, and an underlying feeling that employees are seen as replaceable rather than valuable. Effort and dedication don't lead to appreciation—just more work.  

**The hardest part of the job:** Staying motivated despite the lack of incentives, growth opportunities, and appreciation. It can feel draining to put in effort when management doesn't acknowledge contributions, and the culture fails to inspire progress.  

**The most enjoyable part of the job:** If anything, the moments of levity shared among coworkers trying to make the best of a bad situation. However, genuine enjoyment is rare, and for many employees, the best part is simply clocking out at the end of the day….

Normal, average day at work. ANY job is what you make it. There is some slight favoritism here, especially towards apparent members of the LGBTQ community. I have no issue with them whatsoever, but it shouldn't be used as a means of who gets better treatment at ANY job for that matter! The campaign we're on currently is pretty cool, though they NEVER seem to issue credentials in a timely manner. It's frustrating having to be pushed back that way, but it is NOT the fault of ATENTO. Anyway. I do love that there is quite a diverse range of people that work here, and that's ALWAYS a plus for me in the workplace. The worst part of it all, in my own opinion, is that the job itself really isnt THAT bad, as long as you focus when in training. Its the worst when you get onto the floor and the systems are ALWAYS seeming to have issues working properly or not allowing us employees to sign in successfully. Other than that, just make sure youre really about the job, or otherwise you will not last too long here, if youre not terminated before then, as they are VERY adamant about their attendance policy. Just do what youre supposed to in order to successfully attain and actually keep a job, and youll be just FINE! Theres really nothing else to it ladies and gents. It aint rocket science.


When I began training for working at Atento, I felt excited to be there. We were told that it would be really cool and fun. It would be fun to be at work. Instead, what you actually get is the management placating the staff with a few luxuries to draw attention away from many flaws. 

People do not stay here. And with less people working, that means more work for the people who do stay. That means people get overstressed and leave, causing a downwards spiral. Instead of hiring, management decided to just make do. 

Supervisors are never available to help. We used to have a program where agents would be designated as "mentors", and their job would be to assist other agents. But that program was put to an end. Now if you need help with a customer's issue, you need to rely on your colleagues. You will be constantly graded. Anything short of perfect reflects poorly on you. 

Calls are difficult and stressful. And they happen often. It doesn't help that at the call center I was working at, our client was a certain video-game store that made big news in 2020 due to the stock market. All their systems are coded so poorly. A lot of issues we have to fix are because of these glitches and bugs. Did the client ever do anything to fix these issues? Of course not. It was up to us to try and figure out acceptable compensation and workarounds.



They will tell you anything to get you started working their outstanding tickets. The facts are, even in the US you're governed by weirdly strict admins in guatamela. Schedules are chosen on a score by score basis (they are 2pm-11pm or 7am -4pm regardless of their saying they will work with you.) More recently they neglected to pay half the staff and most of them walked off the job including those who were to be added to production who had gotten paid in solidarity. There is only room for advancement because of the incessant turnover rate. They change standard policy on a day to day basis (as needed by the client) but without any warning. They don't understand that some people can forgo the hour long lunch as we have chronic conditions which don't require us to eat during the day.  I agreed to a hybrid position but am now forced to spend over 150 dollars a week getting to work because of my cities' poor public transportation system. If you apply they will hire you after a three minute conversation and background check. Don't work here unless you are desperate and willing to use 27 tools simultaneously to resolve a single issue within a 2-3 minute expected timeframe. 

Top Job Titles	Average Salary
Customer service representative 6 salaries reported	$10.50 per hour
Call center representative 1 salary reported	$22.00 per hour
Ejecutivo de atención a clientes 20 salaries reported	$10.20 per hour
Servicio al cliente 7 salaries reported	$8.79 per hour
Technical specialist 4 salaries reported	$24.00 per hour

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