customer service representative

bilingual customer service associate

call center representative

call center supervisor

brand ambassador

Inktel Contact Center Solutions

Its a call center mill.   The opportunity to work from home is pretty nice, but that's really the only benefit to working here.  Overall, the hiring process is pretty drawn out for what the job actually entails.   You'll do 2-3 interviews depending on what client you'll actually be doing support for.   The position is 10-99 to start and they don't really give you any information on if there's an opportunity to advance up to W2 or really give you any information on how permanent the position will be.   I'm not sure about the other accounts, but Upper Management on the Pandora account is standoffish and not very approachable; During orientation they will explain less about what scorecards and metrics are and more about how they can be used against you.   Recruiting is 50/50 with some recruiters giving a poor first impression, while others are friendly and approachable.   "Training" is handled exceptionally poorly.   You will be jammed into a Microsoft Teams meeting on your first day with 120+ people in it, and then afterwards you'll be assigned a trainer and go into a room with 40-60 people in it for one trainer.   They will bark at you if you aren't on Webcam at all times.   You'll get 2-3 15 minute breaks and then a 1 hour lunch.   Mute your text chat or disable it in Teams settings because it will be constantly going off while the trainer is talking, and will 90% of the time just be the "quirky girlboss" types looking for internet attention.   You'll be going over PowerPoints and watching modules for the majority of training; some of the information is outdated and irrelevant, and the modules themselves are buggy and riddled with typos, and may or may not save your progress.  You'll do "breakout rooms" within Teams where you'll be "role-playing" with other people in your training class while you are silently monitored by an Inktel employee; the roleplays largely amount to awkard interactions where the people you're partnered with may or may not participate, and which don't really serve a legitimate purpose in my opinion.  You may or may not be able to log into any of the training environments you'll be using (Salesforce/IBM e-commerce) and they will just cobble together an ad-hoc plan that leaves you in the dark because you can't get any exposure to the systems before you take your final certification, which you must make an 80% on to progress to "nesting".   Nesting is mostly just as unorganized as the training period is.   

Some advice I have for individuals considering working for Inktel are: 

- Be aware this begins as 1099 and NOT W2.   Pay is typically around $15 per hour, and since you are 1099 it is recommended you don't pick up more hours unless you need them as you will not be paid time and a half or overtime pay past 40 hours.   

- Be familiar with being a 1099 and what a 1099 actually means.   Know your rights as an independent contractor and understand what you should and shouldn't be doing, and what the company should and shouldn't be doing.

- Be aware there is a zero tolerance policy during training and they will let you go if you don't show up or are late.   A lot of people said they were let go for superfluous reasons, but I myself never really had an issue.   I lost internet connectivity one day and was not penalized for it, which I appreciated. If you won't be able to attend, make sure you communicate with your trainer and recruiter.  

- Be aware of the pay stipulations in the contract.   You are essentially not being paid for training, at least not at first.   You will need to maintain employment for 30-45 days before you receive any of your training pay.   If for any reason you do not stay employed for the 30-45 day period (termination, quitting, etc.) you will NOT receive any pay for the training days you did. 

- As with any work-from-home job that requires you to install software on your personal computer, it's highly recommended that you either buy a computer solely for use for this position or create a standard, non-administrator local account on your machine.   You will have to share your screen at various times, and you will have to install various software programs such as VMware and an Inktel system specification checker, among others depending on the client you'll be working for.   There is no expectation of privacy, and Inktel (like most other entry-level work-from-home companies) makes no guarantee of privacy or security on your machine for the files that their systems have access to.  

Make sure this is something you want to commit to before you get into it so that you don't waste your time or get jilted out of any pay.   Inktel certainly isn't the worst call center company out there, but they are far from the best.  Again, it's a mill, and you should keep your expectations around what the job entails with that in mind.   

If you’re thinking about working here, I would strongly advise you to look elsewhere while you have the chance. I wouldn’t recommend wasting your time with this company. It all starts well but it definitely goes downhill. There is another company out there that deserves your hard work so please keep looking. Very poor management, favoritism, dysfunctional and inconsistent. Management never on one accord, you get told different things from different supervisors/managers and then you get looked at crazy like it’s your fault. Policy always changing so you get confused on what you actually need to do because communication is very poor here and again you get confronted like you’re in the wrong. Supervisor’s definitely have favorites. It’s certain metrics you have to meet to stay hired, a lot of people I knew got fired because of their metrics however, I seen a person ALWAYS have poor metrics still working there. There’s other things I have seen where they definitely play favorites but I’ll be writing a whole story (which I am already but that’s not the point) Supervisors fake nice with you and pretend like they care about you when really they just care about being on top of the other supervisors. I guess they have a battle going on who’s team is the best team. They’re very selfish. Like one of the other comments mentioned- you are never dedicated to one supervisor we are  getting switched around constantly. If that’s one thing this company can be consistent on it is being inconsistent. As far as chats go, sometimes you get more than 4 chats pop up at your screen and there is really nothing you can do about it but try to manage handling all of them in a timely manner. They expect you to answer all chats within 2 minutes and if you were to get a 0 on a client survey for upholding the policy that counts against YOU  and YOUR metrics. Going back to what I said, you could get fired for poor metrics. Which means you can get fired for upholding Sephoras policy with clients who don’t get their way and give you a 0. These 0’s clients give you makes your metrics the way they are, so beware. As far as promotion goes, the pay isn’t really a difference. You may go up like 1 dollar. But if you do get promoted don’t get to comfortable as they like to demote people once they don’t need them anymore which shows they don’t care about you to began with. Especially during promotion they’ll promote you during that period but demote you right when it’s over which I’ve seen with multiple people. Again inconsistent. They hired a bunch of people during the promo period for 2 months and guess what, they fired all of them after the promotion ended which these new hires had no idea is was a temporary position! It was not their fault they hired so many people so why fire all of them? This job was probably the only way they could  pay their bills and they get fired abruptly just because the company didn’t need them anymore. You are not told you have to learn a  different role when you get the position. Eventually they teach you email or phone like chat isn’t stressful enough. They  required everybody to learn how to take phone calls which caused a lot of complaints. They basically sent us all an email saying get with the program or leave. Most of us had no idea we would have to be required to take calls. Especially us who have been here long term. It’s crazy how they are okay with the long terms leaving because of this major change they implemented without warning or choice. The description of the Job we applied for said nothing about taking calls which is a major reason alot of us even wanted to work here to begin with but now it’s required all of a sudden?? And if we don’t agree, we have to quit or get fired? Not fair. There is a whole separate team that deals with phone calls, why not hire for that specific position instead of making everyone (even people who didn’t sign up for it) do it.  Y’all do not deserve to be treated that way, I promise there is a better job with people who actually care and respect you. 

This was easily the most STRESSFUL, unstable, and poorly managed job I’ve ever had. I was let go MID-SHIFT without any prior warning—I had to call them myself just to find out I'd been terminated. No option to finish the pay period, no severance, and absolutely NO support. I’m now having to decide on moving out/breaking my lease of my BRAND NEW apartment because I have no income for the rest of the month. And with the job market these days, it could take weeks or months to find another job. Fortunately, I am able to stay with my partner while finding new employment. 

There is ZERO job security. The performance bonus is entirely dependent on customer surveys, which are often unfair and subjective. You can go above and beyond for these customers, but it doesn’t matter—one entitled, whiny client can tank your stats and jeopardize your pay. And sadly, that’s often the case.
The expectations are unrealistic from the start. You're met with broken systems, contradictory information, excessive pressure to be perfect, and performance metrics that change constantly. Schedule changes make it impossible to plan anything else in your life. If you’re a student or have another job, good luck—shift bids rotate every few months, and you're almost guaranteed the worst hours. There's no flexibility, no understanding, and no help.

The pay is weekly, which is ONE of the only positives—but it doesn’t make up for the chaos. This job is suitable as a short-term gig or side hustle at best, but don’t ever rely on it as your main source of income. They will drop you the moment “business needs” change. Funny enough, I later found out that they were onboarding new hires while letting experienced workers go. ODD. 

Management is completely disconnected. They preach about empathy for the customer but show none to their own workers. There’s NO career growth, and management roles are filled by external hires. Training is lengthy for what the role actually is, and you’ll be switching between chat and voice with no increase in pay, even though you were hired for one or the other.

Also, you're required to pay $10 per paycheck just to use their system—which is outrageous. They provided NO equipment. You have to use your own. Want a better schedule? You have to "EARN" it through stats. There’s no privacy—supervisors can listen even when you’re on mute, and WFM controls your call flow. It’s invasive and shady.

They even promised incentives like gift cards for working extra hours for the last Spring promo, and guess what? I never received mine. Everything negative you've read in the reviews is true. Believe them. This company is disorganized and manipulative and does not care about its workers. Save yourself the stress, time, and financial instability. Avoid this company at ALL costs. 

I never try to project my negative experiences onto the next person because I want everyone to have their own opinions. But in this case, I felt compelled to inform the next person who may want to work for inktel/Sephora. I can definitely say that this is not a good place to work. They start you off as a 1099 contract worker, but still expect you to work like a W-2 employee. You will work all holidays, and you will not receive holiday pay. If an employer is able to dictate your hour/schedule hours, the worker should be classified as a w2 employee. When you first start, they’ll schedule you based on the availability you listed on your application. After a few weeks, they’ll do what is called “shift bids” where the workers with the best metrics get the schedule they want, and everyone else will get put in the slots that are left. Make sure you do not have a life outside of the job. When they change your schedule/shift, you better be able to adjust at the drop of a dime. The managers are unsympathetic to whatever you have going on outside of the job, and you better find a way to adjust your outside life  to accommodate inktel, or find some where else to work. Don’t let the fact that this is a work from home job fool you because you will be stressed like you wouldn’t believe. If not from the managers and supervisors that don’t know how to do their job properly, but from the 4-5 chats you will receive from multiple customers at one time. It’s impossible to service multiple people properly at once. Imagine working in  a physical store where you have to checkout 3 customers at the same time, the 4th customer you have to give product recommendations that could last longer than 6 minutes, and then a possible 5th customer that you have to do a return for. While you’re doing all of this, make sure you give each customer the best client experience so they’ll give you a good reviews at the end so you’ll have great metrics. Just unrealistic.  The managers expect you to get good metrics, but they can’t even give their employees proper assistance. I will say the leads are good, but the Managers and supervisors are uninformed  and useless 99% of the time. The systems are always malfunctioning. The turnover rate is very high.  I could go on forever. If you’re wondering why I am still here, by this time next month, I won’t be. I hope you guys find a decent job that you’ll give your best effort to, but also a job that appreciates you and don’t treat you like you’re  just  a metric.

You’re basically a number here. They try to make you believe the goals and metrics in place are very attainable. In reality the customers are ROUGH at times and if they leave you a bad survey for upholding policy as you’re told to do,  it can make you look like a low performing employee on paper.  The systems are always having issues, which also can affect your numbers, as they want you to be taking chats constantly 100% or your shift or it can mess up your potential bonus. They also changed their chat system not long ago, so there are times where you’ll suddenly have 3 chats at the same time. Not TWO but THREE clients who all need your attention. If you are not super quick at multi tasking, don’t apply or you’ll pull your hair out. Even if you’re fully trained and a fast typer, this can still mentally drain you. Promised the system would be fixed eventually, but it’s been half a year and no changes. Need to use the bathroom or get up to grab a beverage, stretch your legs during your shift other then during your break time ? That’s considered work avoidance! Go ahead and clock out, or again, it will affect your time clocked in which means you won’t bonus. They made a work from home job more stressful then it ever needed to be. Also be sure to not get hired here and have any sort of issues being sick or have personal issues, because you’ll be termed within a few months. They guilt you and make you feel privileged to have a work from home job, yet do shift bids 3-4 times a year. If you don’t have impeccable metrics, or you don’t kiss up to management, good luck trying to get a shift you want. How’s that for balancing your work life, if you go to school or have family?! They promote a lot of their hard working employees for busy promotion season, and then demote a lot of them afterwards. Not due to performance, but because upper management basically changed their mind on how they want to run the business. Oh and yes, those who got demoted also had their hourly rate reduced. Most of us employees all communicated our concerns to management, but it’s fallen on deaf ears. We are all promised things will be fine and improve but it’s all lies. Apply at your own risk 

AVOID AT ALL COSTS (unless you want to work at a job where you phone it in with the Florida staff as they dismiss you while you serve an entirely pleasant local staff with their easy issues. If you're someone who desires growth and dialogue though, this job will offer you nothing)

The Indy location was pretty terrible but has improved significantly; that said, the IT Position is of worst out there mainly because its built entirely on the lie that you will actually have any degree of support from the rest of the staff in the main office.

They will ignore your communication, forget your technical aptitude and suggestions, side-step your questions and concerns all the while making the worst assumptions about you well before they ever let you know their feelings about you. Also, they make up some of the most unprofessional non technical "technical" people I've had the pleasure of knowing as most decisions seem to just be the result of knee jerk reactions versus actually considered choices

They pulled the rug out from the last guy essentially without warning and almost did it to me; I had to do a lot to get the Indy office back in shape as the prior staff neglected it horribly (which reflects really well of the IT Managers honestly). I'd say worst of all, the IT team has no awareness of the site no matter how much you convey it (they will make changes in your environment without telling you though) and although they will bring you in as an engineer level employee, they will delegate you like a poorly represented Technician as they barely have the time to communicate with you via any means other than an abrupt phone call regardless of what they (or you for that matter) are doing.

There was hardly any onboarding, sparse documentation, and the baseless judgment of character and saying it all behind my back simply crossed the line. This is seriously a terrible position at the Indy Office



The workplace culture at Inktel is good, it's definitely an all-inclusive laid back work environment, which I can appreciate. It's a call center for Delta Faucet, which means that they are back to back calls with people calling in needing replacement parts, or with kitchen and bath faucet issues. There is a 2-week in-class training session, which I believe is virtual due to COVID. In this training class, we learned the inner workings of different parts of kitchen and bath faucets, which is very helpful when trying to troubleshoot issues with customers over the phone. They train you to break down kitchen and bath faucets to help you to better understand so that you can better help each customer. There did seem to be a lot of confusion when it came to the pay rate. Initially, they advertised $18/hr but hit you with the $12/hr (while training) at the interview, which I did not appreciate. The actual pay was more like $14/hr. The computer system--Genesys Cloud--is practically your boss. They utilize every aspect of this system and it keeps track of everything you're supposed to do, throughout the workday. The company also uses the Salesforce case management system. There is a quota and time constraints in which to work. Management is helpful and responsive to your needs. Most employees are working from home in the call center, so that's a plus if you're looking for a remote customer service position. This was my first call center job. I have years of experience when it comes to customer service, but the time constraints were difficult for me to work under. The second shift (12 noon-8:30pm) was also not working for me because it took to a great portion of the day. The opportunity for advancement is great, but you have to start on the phone before you can transfer to a new position. Overall, Inktel Contact Center Solutions is a pretty good place to work. 

Here are the negative aspects of working here:
On October 7th, I began my first day of training as an inbound call center representative for Louis Vuitton. The first few hours were mostly about politics, the weather, relationships - all unnecessary topics. By the fourth hour, we had covered nothing except employee benefits.
No water is provided. You are forced to pay for water out of the vending machine. The water fountain releases less than a half trickle of water and stays on for less than a millisecond. The break room does not have a free water dispenser and there are NO cups because the employees steal them all.
The bathrooms are TRASH. On the weekends, no one is available to clean the bathrooms and so they stay dirty from Friday through Monday.
Very little pay. The gave me only $27 for paid training for the four hours on Sunday.
Weekends are MANDATORY - no matter what position you choose in Inktel's various call centers. you MUST work at least one weekend or in my situation, both Saturday and Sunday. What a horrible way to not spend time with someone you love!
Inktel does not communicate with employees. I got stomach sick after break and had to leave early. I emailed Inktel explaining my situation and requesting to return and received NOT A SINGLE RESPONSE from them. They DO NOT answer phone calls and they DO NOT respond to emails even if its urgent which mine was. 
Ironically, I received a call two weeks later asking that I return to work as an inbound call center agent for Columbia Sportswear or PepBoys. When I got there, they told me there was a mistake and I could not return. What phony people!
You are wasting your time working here. There are other companies in the area that pay much more for similar positions.

As others have stated, there are several interviews conducted via Microsoft teams on camera.  If you make it past the 3 individuals which will interview you; good luck trying to to understand their convoluted internal system where you have to document calls  that you are required to access through their  server.  My computer which is fairly new and has plenty of memory froze more than once from having to have multiple applications open. I repeat applications not just screens. They are extremely strict and over the top about having your camera on every single second watching every eye roll and every move  you make.  You are being watched by others that you do not know while training. God only knows what they say about the poor people who are trying to get a remote job and struggle to understand there crammed training which is mandatory for 7 days  - 8 hours daily on camera and on a Microsoft team chat-that’s the training! I will be completely honest I knew it would be chaotic when I saw 90 people in a chat show up for the training although they divide everyone into groups of 30.  If you ask questions which is normal and obviously you will have many if you have never worked for them they seem to get mad about it and the rest of the crowd training on the teams-chat also seem intolerant.  It’s insane.  I believe they just hire a tremendous amount of people who are unqualified and the handful that are qualified probably will quit if they don’t get fired first.  Don’t bother wasting your time on this !  Time is money ! 

Overall I’ve been working for inktel at the Miramar Center for a year under the beenverified account and I can say it’s not what the other reviews claim, atleast under the beenverified account things are different there is a real family culture environment no matter what shift you work on. If your supervisor or team lead isn’t available you’ll always be able to gain help from one of your peers. The agents are something else. You range from having your energetic loud mouths who will talk your ears off all day on your breaks and you also have you sincere heart felt coworkers who are always eager to give life advice. Past experiences with the managers I’d have to say the new site manager and the operations manger when approached in the correct manner they will try their best to accommodate any situation for you especially if your a well structured agent stat show it. The 30 minutes of break time is a stretch, you also receive a 30 minute lunch that can be stretched into 45 if you come in an. Early 15 minutes or stay an extra 15 minutes. I can personally say under the beenverified account this isn’t any favoritism. I’ve watched multiple employees come in after my training class and move up through the ranks. You have to meet your goals such as quality score, attendance, there used to be retention which was mandatory that has been done away with now. So overall inktel Miramar Is a nice environment even the other accounts and their supervisors are supportive and friendly.

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