customer service representative

account representative

call center representative

account executive

telemarketer

InfoCision

A typical day at work for a supervisor includes creating seating arrangements for Communicators, checking record counts on the various outbound files being called in the center, running tests on the system to make sure calls are routed correctly, creating and implementing calling plans for the aforementioned programs, keeping track of attendance of in excess of 50 Communicators by hand, working with Communicators to address any schedule or attendance issues, answering product/program knowledge questions from Communicators, going to meetings with clients and account staffs to justify the previous day's results and discuss any changes to the programs, troubleshooting technical issues for Communicators, submitting IT requests for technical issues that cannot be handled in-center, addressing performance and/or quality issues with a team of Communicators ranging from 10 to upwards of 40 people, coordinating and sending Communicators to breaks, monitoring phone calls, providing feedback to the Communicators as well as to the account staff each day, completing a required number of monitoring sheets for each Communicator, administering program trainings and updates, calling Communicators that called off to secure designated times for making up the time, filling out and reviewing counselings and performance reviews with Communicators, completing program projects assigned by the manager and/or director of the division. You are allotted a one hour break, but rarely get to take any break at all and are, as a matter of company culture, expected not to take one. You are also expected to stay beyond your scheduled shift to write any feedback required, as doing so during your shift is considered ill use of time and is frowned upon. As these are salaried positions, this is donated time.

Management philosophy company-wide is to rule through fear and to threaten employees to get the required results from them. Company policies are very strict, but are implemented spottily at best, with preferential treatment often being egregious and obvious. The company line is very much that they are there for the workforce, but the Communicators are treated poorly and expected to constantly produce results above what other better paying companies provide. The supervisor staff is consistently expected to sacrifice personal funds to buy prizes/materials for games in the center, and is repeatedly told they are to expect less accommodation and raise potential than the Communicators receive as they are not "on the front lines", despite the Supervisors being held personally responsible for the Communicators' results. Bonus plans are changed and reduced without any notice. The company preaches stability as one of the major things that set them apart from other companies in the industry, but schedules and available work hours for both Communicators and Supervisors are changed constantly, often with less than a week's notice and no options to accommodate life outside work.

Both the coworkers and subordinates I've worked with are disgruntled by the treatment received from the company. The Communicators are difficult to discipline, largely because of the retort "you don't pay me enough for that". The supervisor staff is woefully overqualified where the Communicator staff is underqualified, on multiple occasions including hires who could not even read the scripts necessary to perform the job functions on a rudimentary level. Supervisor turnover is high, and very few stay for more than one year. Any that do show a modicum of loyalty and willingness to put forth effort are summarily worked into the ground. To avoid this, and due to the overwhelming nature of the supervisor expectations, many are mentally checked out from the job and do the bare minimum to avoid getting in trouble.

InfoPrison is the worst place that I've EVER been employed at! Regular work day consisted of pulling up all the programs on the computer and waiting to either do outbound calls, inbound calls or both. I worked in the media department, so I sold and upgraded Comcast customers with Internet, cable, home security and home phone services. You work with 2 computer screens, a manual dial pad to make calls, and an automatic dialer. The job's very monotonous. Be prepared to either get answering machines or wackos that just want to tell you how Comcast are devils and curse and berate you.
 They make you switch to so many different campaigns that it's hard to keep up with the different packages and pricing from location to location. They also will surprise you and make you take 4 hour trainings that teach you nothing and put you back on the phones selling a product you aren't familiar with, and they never give you any prior notice before doing so. If the other department is getting slammed with calls, they force the Media department to take over their calls, which you pretty much are stealing donations for politicians, preachers etc. They never even ask you or notify you when this happens; it just pops up on the screen and you sink or swim. 

When I started, training classes taught nothing. You learned about the nothing other than the deceptivr company more than anything else. They make you monitor off of other communicators so you can get a feel for how to handle calls, but that's about it. After the first week or 2 they throw you to the wolves.

Management is like a cult. They'll gossip about employees personally and professionally. They sit in a square pit and monitor from computers and headsets everything you do. They listen into calls, they hang up your calls any time they want to, and they're constantly looking for something to critique you on. They get mad or frustrated any time you ask for help, but then get mad if you're not getting sales. They walk away from row to row, booth to booth like a bunch of corrections officers, making sure you're doing your job. You have to ask when to use the bathroom. They're hypocrites. They'll write you up for eating at your booth but they eat at their booths all of the time. They stay on their cell phones but will write you up if you're on yours. They show favoritism to the people that get the most sales. And there's a couple perverts in management that pretty much sexually harrass the female communicators. From the trainers to the Supervisors, they act like a bunch of high school teens. They always yell or joke when you're in calls, and it's avery unprofessional atmosphere. And the computer programs always crash. When this happens, they'll force you to stay there without pay or they'll send you home and make you come back when the system's back up. And it's always "cut wires," which is the culprit.
 
I was employed there for almost 9, and witnessed one Supervisor quitting her job in the middle of her shift, and 3 others were given the ultimatum that they either get demoted back to the phones, or they take a cheap severance package and lose their jobs! People that have worked there for over a decade, they just threw out like trash. 

And this place probably has the biggest turnover tate of all-time. People either quit during training or quit right when they go into the general population. It's a terrible place. I have more to say, but I've already said enough.

This place is an absolute joke.

When I first started working at Infocision it was a great place to work. The management seemed to really care about all employees, from communicators to the supervisors that worked in the centers. As time went on more and more responsibilities got heaped upon the supervisors and other support staff. Normally this can be expected as a business evolves, but with each scoop of responsibility we lost benefit after benefit.

At first it was just the reward points that you earned. This was a nice perk and losing them wasn’t a big deal as it was more important for the communicators to have them.  It stunk losing them but they were never a guarantee anyways. 

The next loss came when they changed the rating scale upon which call center support staff was graded on. 6-8 weeks after these ranking almost 50 people were let go, mostly from the operation side. It is interesting that there were very few executives in the lay-off. When this happened, my particular center picked up another responsibility that involved managing other centers. So we got tasked with the management for remote centers and lost a supervisor that we couldn’t replace. None the less we shouldered the burden and kept moving. 

After the company laid off the group of people they sent a snarky email stating “post layoff extravaganza”. In this email they asked what they could do better the NEXT time this happens. The joking manner in which they sent this email showed how little they cared about the employees they had just laid off. Losing your job in the last quarter of the year is hard enough with the holidays on the horizon, but to see how the executive team could care less about their employees was disheartening. 

Heading into the 2019 year the CEO lead a meeting in which he said we were not doing more with less. The sheer fact that he could state this showed how little he knew about what actually happens in the call center. Most centers had lost staff, they had closed another center and shifted work so it was apparent more was being done with less. 

Then April came. Normally April is when raises are given out. However, after going through the effort of making our presentations on what we should get as a raise and all the things we’ve done over the past year to warrant a raise we were told the raises were on hold “company wide”. This was told to us after we had been told by the account staff that they had ALREADY RECEIVED THEIR RAISES in February, without having to do presentations. And the reason they were given this raise is because the executives were afraid more of them would leave if they didn’t get a raise. As a side note, even after the raises 10 more had left. 

After the raises were “paused” things were a little rough to deal with. In a meeting the question was posed to our CEO about the raises and we were told “we’re looking at the third quarter.” The third quarter came and went and not a word was said to us about our raises. 

Thankfully I was able to find employment elsewhere after this time and I am very grateful that I got out when I did. 

Since I’ve left supervisors are now required to spend 25% of their work week on the phones. The centers are short staffed as it is and now they’re doing even more work. The plan is obvious that they’re looking to phase supervisors out. 

If you need a stop gap job then by all means take a shot, but if you are able to avoid it please do. The advancement for careers that was once there is now gone and the money is rapidly leaving as well.

Awful trainer.  The trainer I had was apparently one of their best customer service rep/communicator...but it was very evident she was is in no way someone who should be training. She was was more interested in telling her personal lifes stories from dating, divorce, children, Shaun T workouts, checking her email, complaining about what she was required to do and speaking to her training class as if we were children with learning ddisabilities. We constantly were left alone for at least 20- 30 minutes several times throughout our training class, if in fact we were not interrupted by either  another supervisor/lead needing something. Our training course was not structured in any way nor followed any format/schedule.  The 2 week in class training was actually maybe 3-5 days if sporadic thrown together at the last minute attempts to ready us for being thrown to the floor. She never made us feel confident that what we were brung trained correctly. She basically made us frightened at the fact that we "better know this"  because "your going on the phones next week/tomorrow/ later today. Honestly, it was awful!
Once on the floor,  the floor trainer made more of an effort to help but was unable or should I say incapable of continuing the training where the classroom trainer failed. He originally started off as helpful but closer to the end of the 4 week floor training he became condescending and less helpf.  His answers to our questions became short and disrespectful in his reaction and responses.
The training class before me started with 6 trainees. ...by the time I hit the floor, 1 was left. My training class had 5 originally and by the time I left after the 6th week...there was only 1 left who ws actually considering leaving as well. The class after mine had 6 and before I resigned there only 2. All of the trainees that left felt the same in regards to the lack if thorough training.
Problem is getting to that point. The training is awful. If they promoted and/or hired QUALIFIED trainers then obviously the turnover rate for employees would be better. Not every "established" communicator is ment to train. Just because they are good at the job....doesnt mean they are good at training how to do the job.

After the group interview, you get started with paid training. Only IF you cannot be absent for one day for the first two weeks, that means you to stay in training for 8-9 hours, Monday through Friday, if you want to keep working here. Remember this for the next part of the review. They basically train you to be telemarketer for places that has ties to politics and religions, if you hate those  and still need money fast, guess you'll be hating this job if you continue to work here, like me. So after those first two weeks, they move you up but not in pay, just for another position not available to the people who were getting trained. They basically wanna see what you can do in the next 4 weeks and you are graded by stars on different things, adding to the stress. You will be yelled at by mean people, denied of donations, hearing ear piercing sounds and other inconveniences. The bathroom policy is absolute garbage here and they grade you on it if you take too many breaks, (like more than three on a 8-9 hour regular schedule). You get two 30 minute lunch breaks, which is the best part. And benefits, but not everything like dental and eye, you have to pay for those out of your own pocket. 
May not sound so bad for an entry level job but one event in particular happened that just makes me really upset and the fact that they tripled down and tried to move on from it is embarrassing. They recently got hacked on September 30th, 2022 and their systems were down. They assured everyone at the company that they are gonna try to get the systems up and running. Every day for the next two weeks, they were down and none of the people who got out of training or was in training got paid or compensated even though they really needed something to survive. People that worked here have families and people they need to take care of and they didn't do nothing but say the same thing over and over about assuring us they are trying their best to get the systems back up. Some people lived in Florida and they were hit by a hurricane and they never got compensated or helped out at any time. They expected us to stay with them for two weeks without missing a day and now they are here saying we should not get paid for something that was out of the workers control.  The response to this was outrageous and they purged any chat logs talking about it, made new email threads and still didn't compensate anyone. Sickening, these Infocision people should be ashamed of themselves. 

Typical Day: We called people who have donated to our clients before. There are 25+ clients for InfoCision. Once we are stationed at a call booth. The "programs" are started and our phones started calling people and it it very fast paced. We are given a script to read which is provided to us and it is written mostly by the clients themselves. We are to put ourselves into a passionate mode to relay the script in a compassionate way for the clients. We are to read the script verbatim. Our pay is performance driven. I was fortunate enough to be rated as a "high performer" during my tenure there.

What I learned; To expand my world view. To be ongoingly aware of issues that effect the world, my country, my city, and my neighborhood because these effect my family and myself. To step out of my personal world. To actually do something to enrich other people's lives. Now, I volunteer my energy and talents where and when I can on a broader scale.

Management: As in all places of employment, you will find mangers who are more experienced and mentor-lke and others who are learning to be better supervisors. I found both at InfoCision.

Co-workers: They were very inspirational to me! I learned very quickly by observing them. Caring about each was a hallmark of our individual and team character.

Hardest part of the job: Well, there is no soft-peddling this answer. It's the downright hate and rudeness you get for doing your job. Being the receiver was hurtful. People don't like being called by any telemarketer. Whether it is for any charity they have given to before or for products. Personally, I look at my caller ID and if it's a number I don't recognize, I don't answer it. But I don't ever hand out verbal abuse to anybody for doing their job.

Most enjoyable part of the job: To reinterate and expand on my co-worker answer above. My co-workers were the only perk to this job. We learned together, cried together, laughed together, taught each other, and most of all we cared about each other.

I absolutely LOVE this job! My managers are ALL awesome, very helpful and patient with those just learning. The CEO cares deeply how his employees are treated and goes out of his way to make sure we know he cares. We have 2 half hour breaks and can also take two 5 minute breaks away from the desk if we need to. I honestly wasn't sure I would be able to speak on the phone and get people to want Spectrum services but it isn't as bad as people think! Yes, some people hang up on you, yell at you, call you names... but those 20% aren't nothing compared to the others that actually DO want to hear about Spectrum's services and how much money can actually be saved! Ashley, Tamie run the classes to prepare you for the calls and they are both SO GOOD! I recommend this company to EVERYONE! They make you feel you are important and are there to help you with whatever you need. The bonuses you receive are AWESOME!!!! The parties they have are AWESOME!!! They give away gifts, points that you can redeem and use for gas cards/walmart/target/sheetz/merchandise like blenders etc.! When I see the bad reviews on here I can't believe they feel that way! Maybe it is because every job is what you make it... and honestly working where I work and the room I work in, they are so wonderful! There is NO reason why anyone should say they can't do this job either! Very easy once you get it and  catch on! The only thing I wish they would do in ALL the rooms is RANDOM DRUG TESTING. That's the ONLY thing I wish they would do... AND to help eliminate the "problem-causers", who feel they can yell and  curse at a customer on the phone. If you can't control your anger, this is definitely not the job for you! You can't go yelling at a customer just because they yelled at you. Maybe they have had MULTIPLE phone calls prior to yours and they are TIRED of those calls! You truly do NOT know the circumstance and you need to be UNDERSTANDING on why they are upset. MOST of the time you can calm them down by speaking to them and apologizing and asking what the problem is and that you would like to help.. not make it worse. BEST JOB EVER!!!!!!!!!

This is my third week of working at InfoCision and I already dislike it. I didn't give it a 1 start for a lot of reasons but I will tell you why this company deserves a 2 stars. First, training was a mess but it was fun. There are 2 weeks of paid training. Depending on what subdivision you end up being in (I was in the Cox's Internet subdivision), they teach you about the information of it. So for example, since I was in the Cox's division, they taught us about the internet and data Cox's had offered. However, I felt like they were pushing all of this information in our brain and we never really got to learn how to take calls, so after our first week, we were pushed into calls and what is weird about the company is they state you are more customer service but you are not. I WORKED for customer services before and this is nothing like customer service because your est call time has to be around 11 minutes and you have to keep your SALES number at $14 or higher (therefore, anything you cancel will affect your numbers and may get you fired. Also no you don't get any commission for the sales you make, but you get $50-$100 bonus for your paycheck if you make a sale but your call of the sale has to meet their standards). As you can tell, the company is already so complex because they don't want you to keep the call too short, but not too long. They want you to make sales but you won't get reward for it if your calls do not meet their standards. During the calls, I felt so lost because again I work from home and there is no manager with you. So if a customer ask for a manager, you have to tell them you are the accounted manager and there is no one else they can speak too. BECAUSE infocision does not want you to transfer any calls. There is a chat where if you are lost, you can ask question. However, it takes someone so long to reply back to your question, the person who is on the phone with you is mad because you left them on hold for so long. If you are more sales and customer service, this job is for you. However, this isn't for me. The people overall is nice and will try to help you if you need it.

To begin, the 2 week "training" is 9 hours a day of lackluster training methods and minimal breaks. InfoCision needs to provide trainers with inventive ways of presenting training materials online. It felt like sitting in an extended college lecture for 9 hours everyday. Also during training, side conversations about personal lives, pets, and children should be limited or left for the end of the day to focus on being trained. Trainers also need to establish an effective way to have trainees ask questions opposed to everyone unmuting at the same time talking over one another.  A *tentative* schedule also needs to be put in place to get a sense of what to expect day to day opposed making it up as we go along. In regards to documentation, some need more than 3 days to fill out and submit important documents as every individual situation is unique. Finally, the biggest problem I observed during my very short time with InfoCision is lack of credentials and time to access THE most important system. My training class did not receive credentials to effectively train until the last day of training, 3 hours before the end of the day. When the next week came we were expected to start officially working the phones. There is a chat to ask for help during live calls however, one person attempting to answer 5-6 questions every 3-4 minutes to assist 15 different employees was not helpful. I am unsure of who dropped the ball to get us into that system during our scheduled training but that department or those people need fast improvement. Overall, InfoCision, the trainers, and supervisors demand/expect way too much from trainees in a short period of time and without providing effective resources which is a disservice to trainees.  
2 out of 10, would not recommend. 

I worked as a communicator for a work-at-home call center. A typical day at work involved logging in to the "chat room" to view the campaigns to be worked that day and the recruitment goals to be achieved for that particular campaign, and then logging into the "coordinator" as available to receive calls.

Sometimes log-ins were successful and sometimes the system was down. When the system is down communicators stand-by and watch their e-mail to be told when they can log-in for work. After logging in scripts appear on computer screen which are read with individualized personalization to recruit volunteers or donors.
Management is very interactive and friendly in the chat room and available to answer questions.

Communicators are discouraged from sharing any problems encountered with the scripts or company software that obstruct job performance in the chat room.

My co-workers were very friendly, dedicated to success and extremely team spirited. They liked to help one another.

The hardest part of the job was in not knowing whether or not you would be able to work from one moment to the next. You might not be able to successfully log in, or you might log in and be disconnected from the system, or there might be problems with the dialer causing calls to not come through in a manner that they can be handled, etc. Such circumstances resulted in routine unpaid stand-by time that was supposed to be "made-up" during the week in order to complete scheduled paid hours. Make-up time was not always available to be worked during times that you were not already scheduled.

It was also difficult to work full-time with no paid vacation or sick leave. It was necessary to work without break or not be paid for month after month.

The most enjoyable part of the job was successfully recruiting volunteers for the health charities who were our clients.

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