call center representative

sales representative

customer service representative

automation engineer

engineer

Full Potential Solutions

Leadership bit off more than they can chew.  HR interviewed me for a job that was no longer available then offered me the role of a Retention Advisor, with overtime and bonuses available - supposedly. I figured it was definitely still worth doing.  Bonus is based on minimum 400 calls per month.  But for months now, they've been offering voluntary time OFF because they don't have the call volume to keep the people they have scheduled on the phones. That means no bonus (no where near enough calls), and no overtime.

The way workforce management systems work, you can route calls to a few choice individuals.  And you can wave those people like a flag and say they have bonuses but 95% of employees  on our project don't get near the call volume to bonus.  

Basic 80/20 PPO insurance is over $340 month. Can't do it at $15 hour. There is a  $160 mo version that doesn't even include basic preventive care but you have to settle for that because you can not have a lapse in health insurance or carriers will make it hard for you if you go out and try to get it on your own later.  2nd shift hours make it impossible to seek part-time employment elsewhere.

Management may have had good intentions when they started this company, but they are way in over their heads and still hiring like crazy while people are suffering to make ends meet.

Someone will follow me up with damage control comments, but that's all it is.  This job has been a painful experience.  

False promises about bonus potential and overtime made me mislead creditors, and now I'm paying for that - dearly.  It's been financially and emotionally devastating.

This company does not live up to its promise.  Training is a joke because the 3 weeks of classroom is on limited poorly designed computer system. The trainers are nice but haven’t been on the phones in over a year and have no clue of how the calls really are! Then you get to lab. This is where you are supposed to have hands on training with live calls while your mentors are working with you! It was four weeks of hoping your mentor would not be assigned to rocket chat or disappearing to the call center floor to help out! The push by teleacomunication compay is offers! We are to push these at the customer even if it has nothing to do with why they are calling in! By the time the customer gets to us they are usually mad because they have had to deal with a call center in Manilla. The bonus keeps changing and has become impossible to make. So you are only making $15.00 an hour.  The culture on the floor is horrible. With coworkers getting into brawls on the floor.  Could not get my supervisor to call me by my name because she wanted to do nicknames. The Benefits are horrible. In the month of November because it was a 3 pay period month, I paid nearly $800.00 for just basic insurance on myself and son. The place is dirty, office furniture has been brought at a 2nd hand store. Chairs are broken and often sink to the floor! The have moved all of telecommunications  into a corner of the first floor and on the second floor they have the new clients. They keep the two separated! Human Resource manager quit before I left classroom and has not been replaced!

If you'd worked at this company you'd know the reviews were fake in order to pull you in.  I really thought this place would be different.  The management believes their lies so much that you'd think this place was about the people.  The floor walkers play favorites and spurn you if you don't click with them.  The incentives for bonus sounded good on paper but the constant changes Sprint applies makes it near impossible to bonus.  You're dealing with highly upset retention customers and if perchance you get a particularly nasty one they expect you to deal with the abuse and if you even dare tell the customer to please refrain from such behavior you are punished.  There was never any cohesion or sense to their training class.  And the biggest failure of all?  Sprint as a client.  Sprint wants you to lie to customers in order to trap them in longer phone agreements, and dealing with any other team Sprint has is usually meet with hang ups.  Face it, your whole job is trying to make up for all the horrible service Sprint gave to customers and act like everything is perfectly okay while you get screamed at by customers and have floor supervisors yacking in your ear on how your failing while you struggle to take the call.  It's poor management that will kill this employer, and they won't listen to your suggestions because their Masters at Sprint demand blind loyalty.  Worst then any employer I've had in years.

This is a great company to work for and to be part of something bigger than the role you are in. The owners and senior management work tirelessly in an effort to continuously improve and scale the company as they continue to grow. 

Despite not being a WFH environment the entire company moved to WFH in no time to ensure all employees who wanted to would be able to continue to work during the pandemic crisis and continue to put employee safety and health first.

The core values of excellence, integrity, accountability and grace are part of everything we do and expect. From how we hire, how we partner with customers and how we care for our employees. I have never worked for a company where "grace" is a non-negotiable. It is regularly evident in all aspects of managing the business even when making tough decisions.

We are experience the typical growing pains of any young company. Benefits and pay are basically competitive. The senior team is fully committed to enhancing processes, environment, benefits and culture and are constantly asking all employees what can be done to continue to make it a best place to work. 

A great working family to be a part of - assuming you are willing to work hard, be part of a team, and hold yourself to their core values.

After having just started with FPS I was offered a position, which frankly I WAS excited at first but the account I was given to work was/is riddled with issues. I asked witching a day or two of starting in this account to be moved into something a little more organized and established because I was not comfortable being a guinea pig for a company that was newer and still working out their system. After asking for something else I was told that I could not be moved into another position for 6 months. I am still at that account but I really think that if FPS really cares about their employees they would try to help, where I live it is incredibly hard to find a job and I do have disabilities which they are aware of but they don’t seem to care because I’m just a number filling their business needs. They have little respect for disabilities and real life issues. Which could be why it is a small part of the application. Also, my last day they chose to not pay the few hours I worked. BBB will be contacted to start. If your name is full potential solutions- you should use someone to your advantage and not someone who is a number so you get paid. 

Make sure you truly understand what BPO means and that you can support the true mission of a BPO.

 If I told you my story of advancement you might think it was easy but it's really not easy to be promoted.  They will tell you there is a program for advancement, and will accept 7 to 10 new agents into that program every 6 to 8 months but there will not be a promotion for you to move into afterwards and you will go back to the phones but still have the knowledge and the responsibilities that you learned during that advancement program. 

You will be underpaid, undervalued, and offshore employees will always have more. 

After 4 years of employment, never asking for a raise; when I asked for a raise I was told I was being greedy, disrespectful, and told I didn't understand business when I started asking qquestions about affordable benefits and 401k matching. Off-shore employees are reimbursed for internet, but not US employees.

I waited 14 weeks after submitting my raise proposal, only to severely undercut and then told by my manager that he wished I would have quit 2 weeks prior. 
 CEO wants to get into politics if that tells you anything. 

Run, don't walk!  

Don't apply and don't look back!

A typical day begins with a team huddle that is almost entirely pointless. From there it's standard call center work taking inbound calls from customers that range from ill-informed to deliberately ignorant. Team managers do an acceptable job given that upper management has entirely unrealistic expectations from them. For example, one-on-one coaching is almost non-existent due to the entire shift being AHOD which means all off phone activities are canceled.Furthermore, it is startling to be told that during a bomb threat you are not allowed to get off the phone, and that if you feel unsafe- you are replaceable. It is beyond bizarre to have a revenue-per-hour metric which shows exactly how much money you are making for the company. The Company has a culture committee that half of the members were not invited to the first meeting of, and hasn't had a meeting since. The most enjoyable part of the job is the (frequent) friendly customers that you simply help and move on. The most difficult part is not feeling appreciated for putting up with tools that do not work and the lack of coaching for success.

They deceive you and make you think you’ll have work and life balance by working from home. Not the case! The training is fast paste and they expect you to have your metrics a certain way in order to graduate to operations. It’s a high turnover and once you are at the end of training they back you into a wall before they fire you. It’s either get your metrics together or we replace you with another wave of people feeling excited to work from home. There is no job security. It’s a competition to bid for schedules or you will be stuck with a shift that doesn’t work. They don’t tell you about shift bids until week 3 or 4. Then the stress builds. As fas as support none of the trainers actually help you or show you how to properly do stuff. They just throw you into the lions den. You either survive or get fired. All of that with the pressure of micromanaging from support with no support weighing you down telling you if you don’t get it right you will lose your job. High stress and the pay is not worth it!!!! False advertising. Revolving door. Not a place to have a stable career. Save yourself the headache now.

I current work for the company,  my attendance is good, my response to feedback from leads and management is effective, I love to assist the customers that are usually angry because of previous experiences at the T-Mobile store or with telesales regarding upgrades and having extra items added without their prior knowledge and important details that will affect their account by adding items/lines.  The position I have is very number based. If your not meeting or exceeding in every area they work diligently to get rid of you.  There isn’t job security for this reason.  Retention agents have no control over customers wanting to cancel lines do to billing increases or frustration about billing errors.  We might cover every reason for a customers call and go further by explaining every detail as to what is going on with their account.  Customers still call back and give agents bad surveys which counts against us and puts our jobs on the line.  A very unfair practice. 

Don’t let the name fool you—this company sells a dream in the interview, but the reality is very different. Agents are expected to dial hundreds of people a day using an outdated and unreliable phone system, often wasting time on dead numbers and technical issues instead of actual sales opportunities.

After only a couple of months, entire training classes have been let go for “poor performance,” while management ignored repeated complaints about the tools provided. Instead of fixing the problems, they blamed agents for results that were largely out of their control.

The commission structure sounds attractive on paper, but it’s extremely difficult to reach in practice. Hitting the required sales numbers is unrealistic when the systems you rely on barely work. Management focuses heavily on top performers while avoiding transparency about what the average agent actually earns.

Overall, the expectations are high, the support is lacking, and the compensation rarely matches what is promised. I would not recommend working here.

Top Job Titles	Average Salary
Call center representative 2 salaries reported	$18.00 per hour
Sales representative 8 salaries reported	$20.25 per hour
Customer service representative 1 salary reported	$19.00 per hour
Automation engineer 11 salaries reported	$130,000 per year
Engineer 9 salaries reported	$128,333 per year

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