customer service representative

team leader

tax accountant

Conduit Global

Training seemed great, I had an AWESOME instructor. However, it did NOT prepare me to be on the phone. Also, during a live call you have to use a specific format to ask for help because they want to make sure you're using your resources but only to be told to use your resources. Initially, work was difficult because I felt like I was going to work not knowing what to do or how to assist customers. I had to find my way, I learned not to ask questions because it was a waste of time. Once you get comfortable with how you handling calls they get on to you about stats and meeting metrics. Yet, they don't make the process of handling calls less stressful they add to it. Majority of customer complaints is about being on the phone too long. Customers who complain about this most likely got a new rep who didn't know what they were doing so they had to side chat or look up  an OST on how to assist or they got someone who was trying to meet their metrics. This only applies when a  customer has been a repeat caller and their issue as yet to be taken cared of. There are some issues that do require more time to resolve. When you actually put effort into helping a customer and making corrections on account they tell you don't do it offline or  stay too long on the phone. Also, they hound you about making it coaching/training when they know calls are coming in and you may get a long call where have to troubleshoot a device. At times, you don't know what's more important,  truly helping customers or meeting stats. You may get on a good team with a great supervisor or lead, but they were trained in a way that does NOT always help with a live calls. Things could be better if leadership really valued working as team. During the first few days it would have been nice for someone to assist during a live call and talk into my headset and guide me. But, they  can't give you the answer you have to look up your resources to find it,  that's how they want you to learn, you have to struggle first.  If you decide to work for this company it will be very hard to make them happy about your performance they have unreasonable stats and metrics they want you meet every month. Overall, if you are a hard working person and want growth within a company that values their employees, this is not the one!

I cannot leave enough to say so I'll list. 
• let go about 100 inital position to the Philippines 
• uninformed my training class after 9 months of employment that they failed to talk or correspond with our health care enrolment and we are getting 3 months chareback (100-300$ off each paycheck *depending on the entillment package*) for the next six months because "we (employees , us , our team) failed to talk to the insurance agency. **In the pamlet that goes over the benefits it states that the EMPLOYER needs to do such. 
* Asked to leave early due to extreme sickness . Was told other people have other bigger emergencies. And had to walk out from throwing up. 
* You are not guaranteed anything !!! Shift , pay, PTO, anything is subject to change and if you don't see it reflect on the schedule (which is only available to view on the computers there ) you can loose out on hours or PTO that you have been working to or planned and scheduled to use.
*Past two months has been pushing people and writing up everyone after occurrences from three plus months ago have occurred in order to fire or have people resign because they are trying to avoid paying out the bonus (2 grand per person "promised" and refused to have it printed for our benefit) 
I could go on but let's just say that's just the big things that I've been dealing with the past three months before I left. My team is thinking lawers .run before you are miserable. The job it's self not so bad but make sure if you go into a call or chat center that they have working systems. People that have been there for 3+ years have said it's a penny toss on if the computer will have at least some of the programs working
 Call center gets 3 stars chat was my favortie I would have stayed but it's costing me money to work here.

A typical day at work would be trying to find somewhere to sit (as the hiring there was crazy & overcrowded leaving co-workers running around trying to start their work day) answering inbound calls from customers about their wireless service, troubleshooting devices, payments, etc. I learned a lot about how a wireless company works behind the scenes, phones, etc. Management: honestly it's some GREAT supervisors there but you also have the ones that you question how did they even get in that position because they do not do their job. Some will not even help you when you need them. Reminds me of high school all over again. Aside from the drama that some people are into, most of the co-workers are really genuine and easy to get along with then you have the ones that act like they're still in high school. Nothing is too hard about the job, except dealing with irate customers, making sure you have your daily ERP/RR scores in check, also your hold times, wrap-up times, etc. Breaks are short. Days feel so long. Wish they were more lenient when it comes to your outside life, missing days, being late because of LIFE. You have kids, family, sick. Things like that. Training was very informing but of course it was overwhelming at first once you get out on the floor and start taking calls but after a few weeks you'll know how to do the job in your sleep. Most enjoyable part of the job is the customers that you actually interact with, solve their issues, the nice easy-going customers. Also I enjoyed my co-workers. This place is a good job, I enjoy it sometimes honestly but if you're looking to move up to management, it's favoritism all in the air so just come in, do your job the best you can and go home.

A typical day involves back to back calls. Customers can be rude and get angry when they don't comprehend what you are saying. You could get a failed survey which hurts your stats, which could turn into a write up. I feel unprepared to do the job because many things were not covered in training (you are thrown to the wolves). 

There are very few floor support staff when you go to transition and they avoid escalated calls. They all give push back and want you to talk to the irrate caller (constantly saying deescalate). Management is strict about food and candy being in the work areas yet they ALL have food in their desks (they are constantly eating during the shift). 

The hardest part of the job is the job itself. Customers make crazy demands and you have to appease them in hopes of getting a good survey. Sometimes you go out of your way & they still rate you poorly. Also you are confined to your seat for the duration of your shift. If you don't like sitting for a long time this is not for you. You are NOT allowed time off unless you have vacation time to draw from (ridiculousness). So if you need a day off you must call out and get an occurance. Nevermind the fact that you don"t want to ge tpaid for it but just need a day to take off to take care of stuff. Occurances also equal write ups. Most days I don't want to work there.

The only thing I enjoy are my coworkers from our training class. They are all nice and we help each other out. I know very little about the health insurance coverage other than that you work 60days before it's active.

I currently work at conduit global. The overall morale and energy of the call center is positive and encouraging. However, the training is not adequate to the job expectations that are required in transition. It is a score driven environment, with decent pay but not good incentives, $150 for a whole month is not a fair size bonus. Not enough paid holidays, just because you don't acknowledge certain holiday does not mean your employees agree. We work for a phone company, why are our discounts so low? That is truly ridiculous that I cant even afford to have Verizon whilst being an employee but I am supposed to sell people on service and phones I do not have myself and have never experienced, how?
Also, we work in a call center, not an office where people are going to come in and see us through out the day. A business casual dress code to the extent this company enforces is completely unnecessary. I understand no one should roll out of bed and come into work. However, here in the south the summers and hot and bermuda shorts are not even an option, I can respect the 3 inch rule with dresses and skirts, but not with shorts. I understand sweat pants do not sound decent but track suits and sweat suits are quite comfortable and still appropriate attire for work when they are not dingy or torn which is how the dress code should be. Flip flops and shoes without and strap on the back, if we are not performing physical activity and are going to be sitting down for 7 hours a day why does it matter if our shoes have straps, we are not going to stand up and take off running at any point of the day.

I luckily had an awesome trainer so I succeeded through the training. It really depends on your supervisor and shifts, but for my shifts I've found great support with any questions I have. Life work balance is not great, no way to reduce hours, you can really feel like a number in the company and not much more sometimes on the large scale of issues. They do let you move your hours a lot, you just have to make them up. They do give you a good shift if you get good stats. It doesn't feel judgmental, everyone dresses like themselves there which I loved. 

You get weekly criticisms/coachings about your stats and if you are meeting all 7 of them. I always have something I need to fix every week for th3 last year.. which can be discouraging. Especially because we don't always get explanation about how to fix it. If they don't meet them long enough they reprimand you. I have had extreme anxiety about losing my job for the last year and consistently have stats that fluctuate. I don't feel customers come first, it's all policy. They really rush you off the phones which is stressful when you are trying to help out people. You can get bad stats for really anything that loses them money which sometimes feels frustrating and out of control. You have minimum sales you have to meet. But I mean, they didn't fire me.

 It really teaches patience having to work with so many entitled customers. I would get yelled on average at least once a day. I've had to mute customers to cry. Phone call centers can be hard. Also nice to be away from people. 2 breaks one lunch. Wouldnt let me have my PTO though and if you try to make up your hours on a Saturday they make you work 4 extra hours. 

There are a lot of reasons that have prompted me to leave Conduit. I've been thinking of leaving for some time now. There has been a lack of communication between myself and the company. An example of that is the week where I was not going into the office because of the technical issues and I did not know if I would be compensated for my time or how much. I was told conflicting information during the process. The company decided to use Zoom to coordinate with us even though it was only used a few times. We were told on a day by day basis if we were not coming in without sufficient notice. Afterwards, we were still being sent into the office during the pandemic and I did not know when we would be sent home. There were a couple of absences I had during that time because of my wifi, but I still got points and there were no accommodations that were made for me. Once we were sent home, there were concerns that were voiced from my superiors about Jabber and messaging back and forth. I have always personally been prompt and we were told that if we werent responsive then we would be forced back into the office. I should not be punished for my co workers and their lack of communication with our superiors. I did not feel comfortable voicing my concerns to the company without retribution. These are some of the reasons I have decided to leave. This is only the tip of the iceberg of Conduits failures as a company. Management has unrealistic goals and quota that must be reached and they were not open to listening to what it is my coworkers and I had to say about it. 

Not hard to get hired, just tell them you will work any hours and nothing will keep you from your duties.  Training is lengthy and is PAID -- best part of the deal, but teaches you very little to nothing about the actual work, which they assure you will be supplemented by help from supervisors on the floor.  Ridiculous!  You are encouraged to bluff your way through with customers, take little time with them, offer them less than the assistance they truly need, and you are expected to know information beyond what they provide in your training.  If you are already very knowledgeable about different carriers, phones, plans, intricacies of technical maintenance and repair, then this job is for you.  If you just want to help people and work in a stable, positive environment, this is not for you.  

Be warned, they will offer one schedule and then quickly change it.  If you have children or responsibilities that require a regular part of your time, this job will not mix in the long run.  Students, be warned; I hae seen these schedule promises broken over and over again, people moved to areas of work they did not want, or assured they could return to a position if they did not like the move elsewhere (this happened to me).   I actually experienced a nervous breakdown on the job and was released from the position.  Best thing that could have happened.

Sure, take the job, take the paid training, but dont stop looking for something better.

A typical work day consists of clocking in at your computer and staying on the phone. My particular job doesn't involve this particular ball and chain, but the normal job does. I have learned how to deal with management, customers that have little idea what they are doing, and fixing internet, television and phone issues. Directly over the phone agents are the supervisors. Their job is to make sure you meet your statistics and stay on task. These guys are awesome. Their managers are good as well. They assist with center goals. The issues that plague this company are focused on the Center Director and the Human Resources Department. The Center Director has no understanding of the work environment, pushes for stats, and is not hesitant to fire workers. He recently ramped up firing by eliminating 1/3 of the workforce. This caused another 1/6 of the workforce to quit, leaving him understaffed because they "did not project" that many people leaving voluntarily. Human Resources has NO IDEA what the workers do, but will chime in when they feel there has been an infraction on an agent's part, and move to have him fired. They hire as many people as possible, not the most qualified applicants only. The hardest part of the job is watching people who have worked very hard get let go because of human resource or upper management errors. The best part of the job is your coworkers. They make each day bearable.

Working at Conduit Global was both positive and negative. I learned new skills while working there (mainly administrative skills and advanced desktop support techniques), but the technology management left something to be desired. I was at the company for 2 years 1 month and had two managers. Between the two manager's I had only about 6-7 contact sessions/meetings discussing issues, or letting me know where I stand. As a perfectionist I typically like to know where I stand, and the lack of communication from tech management down to non-management was dismal. If you are expecting support from your manager as en employee in IT, good luck. I asked for new PC's for team manager's and other non-agent personnel on several occasions, which was a request from the call center director, and tech manager's with the capability to order machines, never did. The computer's team manager's and non-agent personnel use are 10+ years old and have constant issues. On a brighter note, the benefits at the company are fantastic. It is a large group business so you get very good medical, vision, and prescription insurance with cheap co-pays. The pay, while not terrible, was not inline with the work I performed. The most enjoyable part of the job was learning things and gaining experience, the hardest part of the job was the lack of support from top down.

Top Job Titles	Average Salary
Customer service representative 1 salary reported	$10.40 per hour
Team leader 1 salary reported	$12.00 per hour
Tax accountant 1 salary reported	$46,604 per year

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