Aura

A low stress call center environment; definitely a good call center for first timers. The pay could be better, given the nature of the job. Job security is definitely there (especially in the Support Services department), but very little opportunity for advancement into management; the opportunities only present themselves every FEW YEARS. The customers dealt with at Intersections are easy to handle (for the most part) primarily because credit monitoring and identity theft protection is not something that they feel is essential to their everyday life; the customer base largely consists of adults aged 50+. Working at Intersections teaches you about credit and identity theft prevention. The VP of Customer Service/site director makes you feel like family. All of the supervisors are friendly and willing to help with any aspect of the job; if they don't know the answer, there are documents or resources within the call center that they will use to get it for you. Most of the agents/leadership/management have been employed with the company for at least three years.  Resource Planning is very flexible in accommodating schedule adjustments and our HR representatives are very approachable. The hardest part of the job (in my opinion) is dealing with the constant changes to procedures and how to handle calls. Unless you are horrible at customer service or just don't come to work, you don't have to worry about losing your job; this is not a company that looks for every possible opportunity to fire you. Again, my biggest (and only) hang ups about Intersections is the low pay and lack of opportunity for advancement. That's why I only gave Intersections four stars.

I worked at Intersections for a brief time. In truth, everything wasn't bad, but there were a few major things that set up my training class for failure. Our initial trainer was wonderful and was knowledgable about our functions, but because of illness she was unable to finish our much needed training. Two assistant supervisors stepped in and coached us closely while taking our first calls. This is where the inconsistency starts. When we got released to our permanent teams, we were told that we would have a 90 day grace period because we were new. After I made my first notation error, my supervisor told me I only had one week to make mistakes of any kind before Intersections would decide to leave me. Also our adherence was calledminto question alot. If a call runs over into your break and after the call you only had 2 minutes left, you can only take those 2 minutes. That left a lot of my co workers not getting their required breaks mandated by federal law because we all worked 8 hour shifts. Also my supervisor's coaching session mainly consisted of telling me what I did wrong and one time she smiled when she gave me a zero grade on a call. Not once did she say that I have done anything right which really discouraged me. I'm not a needy person for praise, but I do believe effective coaching is pointing out where someone is weak and where someone is strong in and to encourage them. I received none of that. Amd also the grading varied from coach to coach so we would never know. And lastly,  the actual rules of the job and how we took calls were quite relative to the person that you're asking.

Intersections was a very ambitious, innovative startup organization that had an objective to create a new remote health monitoring market within the veterinary industry. The long term plan was to continue building the team and there would have been room for upward mobility. Unfortunately, Intersections Inc. lost their investors and was forced to dissolve the organization. 

My responsibilities was to create a new market throughout the Southwest territory by educating clinicians about the remote health monitor device and its applications. I worked with key accounts on initiatives to help the company advance its marketshare, including an initiative to incorporate the product into the military formulary for working and retired service individuals, as well as meeting with management of key distributors to create official partnerships. 

The culture was very ambitious and positive, and they key was to grow the market through education and white glove service. The most difficult aspect was introducing a brand new concept to clinicians that would change the way they practice. I learned how to balance the appetite for growth with endurance, as the sales cycle was a long term investment. I enjoyed the ability to create something where there was nothing in place before.

While certain elements of the company culture, such as virtual events and volunteer opportunities, were nice, the overall experience was unnecessarily stressful due to ineffective communication from leadership. Daily operations were filled with conflicting requests, last-minute policy changes, and a subpar training program. Both management and resources were disorganized, so there is lack of clarity for agents navigating multiple systems. It’s a high volume contact center (calls, emails, chat) which adversely affected work-life balance, but with adequate notice there is flexible PTO. 

Seems like the issues from prior low-rated reviews still exist even though the company has grown, for example, one of the biggest issue observed while working here was an incident involving a manager reluctant to communicate essential information, creating a challenging work environment. Maybe they’re under a lot of pressure, but it shouldn’t be taken out on employees who ask for clarification.

In summary, besides getting a paycheck, there was nothing enjoyable about working for Aura.

When I started at Intersections, about 8 years ago, it was a thriving company.  But slowly the number of agents began to decline.  I quit about 4 years ago, and at that point they were still doing well, but I hear they are down to a very small number of agents now.  While I wasn't fired from this job, I saw numerous people lose their jobs simply because their Quality scores were low for too many months in a row, and I'm talking about people who were top-notch workers in the company.  It was a good place for me to get a start in re-building my job history since I had been a stay-at-home mom for many years.  The supervisors were mostly very supportive.  I loved the main manager; she was a very open person.  Even though I wasn't crazy about working there, it was good for me.  I learned a great deal about offering the best in customer service and proper phone etiquette.  I loved the people I worked with.

•	Answers incoming telephone calls, responding to all inquiries, and directs callers to appropriate parties.
•	Effectively handle customer inquiries, explanation of services ,utilizing problem solving skills.
•	Excellent customer service skills, with commitment to members, assessing each individual needs, providing credit education and identity thief solutions.
•	Knowledgeable of all company's products/services to facilitate sales efforts.
•	Introduces and recommend additional (new) products to members, ability to up sell.
•	Verifying and correcting all orders if necessary.
•	 Utilizes computerized tracking system for information gathering, and/or troubleshooting. 
•	Identifying problems as they occur, taking appropriate steps resolving situations, referring complex and unusual problems to supervisor/manager.
•	Ability to handle moderate stress at times.
•	Additional duties/responsibilities assigned by members of management team.

This is w/o a doubt the worst place I have ever been employed.  The call center is located in a small city and the area has cliques.

Unfortunately management was  a part of it and did nothing to discourage that type of behavior.  For example:  Obviously adherence is of the utmost importance in a call center and everyone was expected to adhere to their schedule EXCEPT if you were among the favored view.  Literally there were some who visited all day in the lounge.  There were even instances of some taking naps in the coat room.  In another case, an associate's expensive cell phone was stolen from her locker but because the suspected thief was a member of the clique, nothing was done until the victim went over management's head and contacted the police themselves.  At that point, the camera was checked and the thief was fired.

Unemployment is high in this area, but there is constant turnover at this facility--a sure sign of problems

Great Company, Supervisors, I wished it would have worked out. Hated to resign. Great Company, good pay, Supervisors. Work closely with other team members to provide superior service to customers. Answer general customer service inquiries, processing enrollments, handling complaints, and troubleshooting problems with products and services. Handled a high volume of inbound calls and created a positive experience for each caller. Outbound calls varied. Displayed a strong ability listen to clients to understand the reason for their call, addressed all questions or complaints, and provided an accurate and efficient response.
Other duties and responsibilities as assigned by members of management.

There is a new CEO who plans to really revive the company. I think he just may do it. There are work from home opportunities and the overall environment is casual. A lot of people have been there for 10+ years. Make sure you interview your manager to determine what their view on things is and what type of culture they value to make sure you'll be a good fit. 

I'd say the most challenging things for people is there are a lot of changes happening right now... for some teams. For others, the changes aren't yet there and that can be frustrating or a blessing depending on your attitude towards change. The best part of the company is it's people. They welcome you like family and there always seems to be a potluck happening.

The only good thing about Intersections is the people. Management is directionless. As part of the marketing team, we operated without a strategy, plan or budget for the majority of 2018.  There was a huge departure of young professionals from the company within a 4-month span and they were either slow to be replaced with "more experienced" professionals or not replaced at all. 

Leadership is terrible at communicating changes with employees and they're left in a constant state of wondering if the company is going to go under within the next 3 months. Additionally, all teams work in silos are incapable of working together or communicating before something is released.

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