customer service representative

technical support specialist

healthcare customer service representative

bilingual customer service associate

data entry clerk

Continuum Global Solutions

I had high hopes for Continuum when I first started training, had really good trainers and coaches who helped me progress and exceed on my performance while in OJT, yeah I may have struggled a lot once as soon as I was on the floor and taking live calls and having to deal with really complicated and angry customers on the phones without full knowledge of what I'm supposed to be doing to satisfy them, but my coaches and trainers were always there to point me to the right path and tell me what I needed to be working on and what I should be doing in certain calls without coming off as harsh or patronising. Unfortunately, that sense of confidence didn't last long once after I graduated and I was into production, I felt I was in a completely different environment and my expectations were completely subverted, under the impression that working as a certified call center agent would be more laid back now that I had experience and knowledge of how to correctly perform my tasks and handle customers. My supervisor wasn't helpful half of the time, whenever I came to them for assistance, they treated me like I was playing dumb and would lecture me about why I didn't do this or why I didn't ask this, even though I wasn't aware that's what I was supposed to be doing, I'm still learning on the job and to be disdained and lectured defeats the whole purpose of that, and whenever I got a failed survey from a customer and tried my hardest to assist them, they'd review my call and nitpick at little details then tell me they can't dispute the survey, and lecture me further and fear monger that the company will deem me unworthy of this job and terminate me. I've even explained multiple times about my personality, that I'm trying my hardest, and have proven to them that I'm improving, and that I get stressed out very easily, especially when I'm being told before it even hits me that my performance is not living beyond their standards. Whenever they reassure me that they see me as a valuable asset to the team and want to keep me around, once as soon as my back is turned, that reassurance and trust is completely decimated when they start reiterating the same things again to me. They were also very misleading, told me that I had to improve where my stats were at for the rest of the month, which I did, or else I would receive a correction of action, basically a written warning. I get into the next month without being penalised, and once as soon as I began the next month, I got a failed survey because of a very irrational customer, nitpicked at my call, and issued a write up anyways, even though I wasn't at fault of how that customer treated me, they still told me I should have followed the DTP protocols better. Honestly, Continuum has fair pay and the workers and trainers are great to hang around with, but the amount of stress that weighs down on your well being over dealing with terrible people on the phones and being told that you're unfit for this kind of work, you'd have the mentality of a masochist to last here. I'd rather work at a call center that pays less and not have to wake up every day in fear, dreading for the worst, than be stuck here being treated like a machine.

I've worked at Continuum about a year and a half now, and I love it. But I love it because I love sales. I didn't know I loved sales when I first started working, but I do. The good thing about Continuum's recruiters is that they'll take pretty much anyone, which is great if you don't have a background in sales. The bad thing, especially for this review section, is that they'll take pretty much anyone, which means we go through a lot of people who try it out and find out it's not for them. The majority who complete training are gone within three months. So the question is: would you be in the group who lasts, or not?

If you're assigned to Account Services or Tech Support, they'll tell you your job is customer service. The truth is that any position, of any kind, that interfaces directly with customers is customer service first and foremost. Ultimately though, those on the phones are expected to sell add-ons to customers. As a supervisor I've had employees resign under me because they felt pressure to sell, and the reason for that is that I was pressuring them to sell, because I was pressured from higher to boost low sales. At first, this pressure is low, and there's support in the form of regular coachings to hone your skills, but the longer you are with Continuum, the more you'll be expected to sell. You don't need to be sold on selling to start here, but if you aren't eventually sold on it you won't last here. Sales also factor directly into your compensation — when they talk about bonuses, what they mean is sales commissions. Potentially great pay if you're great at sales.

If you do last here, though, opportunities for advancement are almost always internal. I don't even know of an instance where a supervisor or a manager was not at some earlier point a call taker. If you want to be a boss someday and you don't have a degree, Continuum is a viable way to achieve that goal. That's somewhat rare. Be warned, however, that openings can take a while to become available — there is NOT high turnover among supervisors.

One more thing about fitting in: this is a work from home job sitting in front of a computer all day taking call after call. If you can't take phone calls from often upset customers for two hours straight, you won't have a good time. If you can't type reasonably quickly, the recruiters might let you through with a low words per minute, but you won't have a good time. And if your internet doesn't have the nominally required 10 Mbps upload speed, either because you're not paying for a higher upload speed or because your internet provider fails to provide consistent service, the recruiters might not check your upload speed, but you won't have a good time. But if your touch-type game is on point, you don't play around with your internet connection, you want to try your hand at phone sales, and your resume has some issues that are holding you back from other companies, I think it's difficult to find a better company to work for than Continuum Global Solutions.

Training was not even minimally informative over any of the tools required to do your job. It was sales focused which you are asking in your interview if you are comfortable making upsells. You are NOT informed that you will have a quota, a daily quota, that you have to make and your pay is based on whether or not the customer wants to spend more money that day. Half of the "tools" we were to learn on didn't work during training, trainers had to go off of a curriculum more or less and if they strayed to try and help were corrected to get back on track. You would get wrote up for transferring the call too quickly if it was for a different department, or not soon enough and wasting time if it wasn't your department based on the metrics, they wanted that day. Good luck getting the same answer twice, if you like a set schedule good luck as well. I have had 5 different schedules in the last 2 months because of contracts changing and the company I worked for outsourcing. I work through continuum for cox, and it is just awful. Nothing adds up, nothing makes sense. They lost tech support contract and didn't even tell us that we were going to be changing departments, pay, schedules etc until a month before it was happening and then didn't tell us which department we were going to until less than 12 hours before we were expected to arrive for training. Switched our schedule twice before training. Told us that we would receive THREE WEEKS of training for our new department and get into training only to be told, kidding, it's only 3 days "accelerated training" is what they called it. Brick and motor get 8 weeks and we got 3 days. Didn't get to practice with our new tools, didn't get to listen to a single call from the new department. Got told just to refer back to the articles and follow them.  During training if the trainer didn't like your question, they would mumble through it and laugh and not even answer, when reaching out to get an answer to the same question, got told to ask our trainer. We were supposed to be learning 3 departments we had 0 experience in in 3 days while just one of the other departments trainings are 6 weeks. The job itself wasn't that hard (tech anyway, if you didn't get the help you needed with a call, or someone didn't' want to answer you quickly enough (got to watch your call time remember) you could always just schedule a tech to go to the house and "fix" the issue. The BEST part of the job are the teammates I work with that have my back, the option to have Branch (after midnight you can access 50% of your paycheck for that day worked) and what WAS the sales incentive, made making extra money really easy. But since the contract overwork that's not even possible now. So, learning 3 departments work in 3 days and no pay increase. If you like to actually be taught a job and how to do it properly, not made fun of or laughed at, not to be watched under a microscope and have anyone pop in your call to tell you've been on too long...do not work for this company. Their training is nonexistent and how much their contracts flip flop is infuriating.  

If you are currently interested in a job/career at Continuum Global Solutions, let me tell you! Your training will be quick paced. You are assigned a group (Cox, T-Mobile, Verizon, Aetna, and others). They will place you with one and it will tell you in the offer letter. You will then have a trainer(s) that you will learn from. Depending on who they put you with, you will be expected to participate in completing all required modules, cross checks (interactive quizzes with your trainer) and even being aware and reading aloud, as they will call on you randomly and can view your screen at any time, and your class size will be large (mine was 46). Your trainers try the hardest they can but have little time to prepare you properly for the real thing. Therefore, the course is fast paced and off you go to T-bay (transition bay). From here, whew! You finally made it through the first part of training. Now, you get to go straight to calls. Boom. Call. Bam. Another call. When does it end you say? It doesn’t. Calls start the second you hit t-bay and you are expected to perform. You have metrics you are expected to meet: Attendance, net value, app engagement, credits given, etc.) You’ll have system issues, maybe even extreme stress because you aren’t confident in EVERYTHING you just learned in the first four weeks. Well have no fear. It’s like a college course. Here’s the textbooks for all of your information. It’s your job to figure out the correct book/system to use and where to find it and hope you don’t utterly mess up a real customer’s account while you’re only learning and getting cussed out at the same time. Patience is something you need for this job as they don’t have time to wait on you to catch up. Either you learn fast or hopefully have a good sup who can help you through. If you have kids at home and they hear in the background, that’s definitely a no no. After t-bay is production. Yep. Now you use those good ol fast paced, skills to produce, perform and meet your metric goals. And there ya have it. If you last this long, great! Good luck if you decide this route, but please be cautious of your mental health. My blood pressure has definitely gone higher and I’ve had to learn stress management. But it’s still a pandemic and it pays the bills and I have a family to take care of. Best of luck and hope this helps! 

Only there for a few months, but there is some seriously sketchy stuff going on...

The people who train you are actively trying to get rid of you. NO joke. This company receives grants (money) for each person they hire. Doesn't matter if you're there a day or longer. My training class started with 26 people and went all the way down to 10 by the time training was over because the trainers: openly expressed their favorites and constantly talked about the employees behind their backs; changed scores on cross checks (like periodic tests for those who don't know what those are) to make it look like the employee was failing; would pretend to be escalated customers while doing training calls with the new hires, essentially screaming at the new hire until they had panic attacks and quit, using the scenario of being an angry customer...

I was able to make it past training, but the horror didn't end there. After training is a transition period where they start you on the call floor under supervision. The supervisors during this transition period were severely passive aggressive. I was constantly being made fun of and bullied. The supervisors treat you like you're an imbecile. One of mine even went so far as to passive-aggressively hint to the entire class that I stink and no one wants to sit next to me.

Another thing I want to mention: They do not give reasons when they fire you. They call it an "automatic termination" and won't tell you why. When they do this, they actually make it look in their systems as if you were the one who had quit. I had a friend go home early one day because she wasn't feeling well, and when she came back the next work day they told her she was fired, no explanation. We spoke to HR later and they said that in their systems the person who had fired her wrote down that she had quit. I know she didn't do that; I watched them fire her when she tried to begin her work.

The last thing I will say is a problem is the attendance policy. During training and transition, which goes over a course of 3-5 months, you are only allowed 2 days of absence before they fire you. They don't care if you're throwing up, they don't care if it's a family emergency, they simply don't care. People ended up not being able to keep their job because of family emergencies. There is zero job security here whatsoever.

Overall; do not work here. They do not care about you, they do not care who you are. It's constant drama and people talking stuff about you and the supervisors trying to make you quit. Not worth the money.

This place is HORRIBLE. The managers don't care about helping you succeed, neither does the supervisors. They only care about themselves. Noone in management pcan answer a direct question for you, nor would they IF they could. Most people they hire are ghetto. Someone has been shot here and with EVERY new training class you can GUARANTEE  there will be a fight at some point. Someone recently overdosed in the parking lot. And yes it was an employee. So sad. Don't even think about logging off your phone to go potty. If you do then your supervisor shaves those minutes off your pay.  They are CONSTANTLY not paying people, sending your pay to old outdated bank accounts or not paying for actual hours worked. They say overtime is mandatory but tHhat only applies to those who aren't "friends" with the supervisor. You as a regular employee cannot contact HR for yourself, you have to have your supervisor speak with HR for you. I mean I am an adult, I can speak for myself right? Wrong. If you don't kiss the behinds of the trainers they give you the absolute worst schedule possible. Once again you can only get a schedule change if you are puckered up to kiss the behinds of management.  Get to work on time and have trouble logging into the system? Well those minutes are shaved off your pay EVEN IF YOUR SUPERVISOR IS AWARE OF YOUR SYSTEM ISSUES. THIS WOULD BE A DECENT PLACE TO WORK BUT THEY NEED TO RID THIS BUILDING OF ALL THE OLD HEADS WHO SHOW FAVORITISM.  THERE IS NOT SUCH THING AS COME TO WORK, SO A GOOD JOB AND YOU ARE JUDGED BY YOUR PERFORMANCE.  I've worked in quite a few call centers and this is BY FAR the worst. The pay is offensive. The schedules do not allow for other employment. This job offers no home/work life balance. 1 day off per week. You must work one weekend day EVERY WEEKEND, unless you kiss the right butt in management. Noone in management knows anything about anything. One says verbally to do or not to do something; then as soon as you get "coached" because you followed direction, that manager will switch up on you and swear that's not what they told you to do. So you never know when you've done something right BUT THEY WILL DEFINITELY LET YOU KNOW WHEN YOU'VE DONE WRONG.  IF YOU ARE DEPSERATE FOR WHATEVER REASON FOR EMPLOYMENT THEN THIS IS THE PLACE FOR YOU. IF YOU WANT KNOW WHAT ITS LIKE TO HATE YOUR JOB, THIS IS THE PLACE FOR YOU. IF YOU DON'T NEED TO MAKE A LIVING WAGE, THIS IS DEFINITELY THE PLACE FOR YOU!

Here is some truth, before you apply here heed my warning, DONT, Trainers bonus out on how many make it to production so they sugar coat everything and skip on material or run through it fast because they don't have enough time to teach or are overwhelmed, you hit the floor wondering what you are supposed to do, and all they say is “you’ll get the hang of it” which eventually you do, otherwise they’ll find a way to get rid of you,  the facility is disgusting, equipment is broken, supervisors laugh at your questions or get very annoyed at you, it is practically impossible to follow the strict metrics they implement for you to be able to bonus out which they promise is super easy to do, they have managers come in to the training class promising the world and claiming they are there to help but are very unapproachable or send you away to ask for help elsewhere because “they dont have time”, or they answer your questions very sarcastically or annoyed,they randomly will select people, cross train them into a new department in 5 days and expect you to perform as if you had been there for years, the building itself is disgusting, the carpets are gross, the equipment is not cleaned or sanitized ever, the restrooms are hardly kept up, they are cleaned once a day while there is around  500 or 600 people and three shifts daily so the restrooms always smell like a ranch, IT swears they are working around the clock but the same equpment goes months without working, you are better off taking your own keyboard and mouse unless you want to roll the dice and be late trying to find a seat with working equipment OR run the risk of catching some desease from the disgusting equipment, if you have other opportunities go there first, dont work here, its a hole of call center, continuum only cares about their numbers and image and how they look to cox cable and dont care about the employees, ive seen people literally almost dying there and eventually get fired because they cant make it to work, if the cox people come into town FORGET IT, they act as if jesus himself was there, you cant have your notes out or even paper with info you need for the job, the morale is very low and they try to compensate with pizza parties

Job is overall terrible. I worked as a CSR not in sales. They constantly push you to “upsell” plans, accessories and phones again I work in customer service NOT SALES. In their eyes it’s called adding “value” not up selling and if you do not meet a certain percentage they will write you up. Sounds a lot like sales to me they just try to word it differently you do not get any sort of commission for getting a customer to switch to a different plan, adding accessories or adding a new line you’re on a set pay with “incentives “ the only way to receive these incentives is to pretty much be perfect if not they will write you up. It’s ridiculous angry customers call in because of how high their bill is and their telling us to literally sell them a plan that’s going to INCREASE their bill. Im not in SALES. When reaching out to supervisors because a customer wants to speak with one or needing help in general they literally do not respond so you’re sitting on call with a customer for at least 15-20 minutes. The pay is terrible mind you their equipment sucks so if you’re having technical issues and can’t get your computer running you will be forced to clock out and NOT get paid for it. They force you to do overtime if they don’t have the right amount of people that opted in for overtime. None of the supervisors can get the policy straight. They’ll tell you one thing and then you’ll hear something completely different regarding the same issue or policy. It’s super frustrating because nothing is direct. Supervisors constantly give customers what they want instead of putting their foot down and having their associates back. Its not even The angry customers that made me leave its the amount of pressure they put on you to sell to people. Why am I going to make a customer even more angry than what they are by offering a plan that’s going to increase their bill? It’s unprofessional the trainer I had for a month I think it was , was super great very nice and helpful I wish I could have sticked with that trainer for the rest of the training. It’s so much to take in in such little time that when you have questions they either get pushed aside, not answered or half answered because their so concerned about going over their time for training. 

What is the best part of working at the company?
Once you figure out how to handle most calls without help, you’ll be able to handle each call in a decent amount of time and give great service. Also, you’ll gain knowledge of how insurance coverage works.

What is the most stressful part about working at the company?
Not getting help for certain calls that require further digging and investigation because the department you have to reach out to for help is closed. The work group chats don’t have active supervisors to assist all the time. Workforce will also throw you around into different line of businesses that you weren’t trained for and they will tell you to just follow the work instructions given. This doesn’t help in all cases because of the different accounts we handle so you end up giving inaccurate information. Another, is receiving transfer calls from offshore who just send callers over after you tell them they’ve reached the wrong department leaving you with an angry member who has to get transferred yet again. Not worth the pay, honestly.

What is the work environment and culture like at the company?
Working from home is beneficial but the schedules should’ve been discussed during the training and hiring process as a lot of people were told one thing but told another after weeks of training just to be given an unrealistic schedule for some. Some of the supervisors do not care about their employees or are considerate when people become sick and won’t work with them on solutions what may be done. Culture wise it’s very diverse.

What is a typical day like for you at the company?
Make sure all systems are pulling up, clock in, make sure I’m que’d for the correct line of business I was trained for, take calls, read the work instructions given to handle calls, reach out in work group chat for help or to other department for assistance on more complicated calls, go to 15 min break if they don’t cancel them, go to lunch then continue calls, take last 15 min break if they aren’t cancelled, take more calls, and then clock out.

I worked for what is now continuum for 4 years. I was there when it was Xerox , then Conduent, and left midway to the switch to continuum. Honestly name change doesn’t mean anything cause it’s management that’s needs to change. Before, management started off as agents and moved up so they knew the system & how it was to be an agent, now they bring in outsourced managers that know nothing about the system or the people they work with.  Mandatory overtime given 10 mins before your shift ends, so you literally either say forget it and  leave at the end of your shift and get written up or suck it up and find away to stay.  Forget seeing your family as well. You’ll be working 6 days a week and even then maybe 7 days if you don’t stand up for self. Some supervisors are awesome though and will stand up for their teams others do as told just to move up and treat you like you’re a machine, not a person. 30 mins lunches until it dies down but forget it if you’re there after 4. They’ll VTO morning teams because it’s dead but as soon as calls pick up afternoon teams are screwed. They know when the busiest time is and yet afternoon doesn’t get any additional help, mostly due to reps quitting more than they can hire. A lot of managers, supervisors, and trainers have just walked out due to the lack of competency from the leaders. Calls are the same you’ll either get blamed by the customer for all the issues they're having or have people that know the routine so much they just call to schedule a tech. You’ll have to remember to recommend the app (that never works) and up-sell to customers (which is a joke when nothing ever works) . To work here please prepare you mental health for constant anxiety and being overwhelmed. I stayed as long as I did because before they took away pay raises my pay was amazing, but even then the pay doesn’t keep you there if you’re burnt out and checked out of work before you even arrive. You’ll build a bond with your team members and they literally will become like family, pretty sure that'll be the only thing about the place you’ll miss when you leave.

Top Job Titles	Average Salary
Customer service representative 7 salaries reported	$16.89 per hour
Technical support specialist 7 salaries reported	$15.00 per hour
Healthcare customer service representative 5 salaries reported	$16.25 per hour
Bilingual customer service associate 4 salaries reported	$17.50 per hour
Data entry clerk 4 salaries reported	$18.00 per hour

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