customer service representative

bilingual customer service associate

customer support coordinator

collection agent

call center representative

InteLogix

In my one year working for MBFS things have taken a turn for the worse. Most recently, there has been a shift in the ratio of workers to Managers and everything in between. Although I do believe there is still a chance to improve not just the work environment, but the perception of the company from the customers point of view, given the track record of the actions taken by upper management I find it highly unlikely.

For a bit of context, the company has been recovering from a recent outage that left them inoperable for the length of 2 weeks, which resulted in new equipment being used moving forward.

The amount of interruptions as a result of the internet connection dropping is astronomical! I can't effectively get my work done as it happens so unpredictably without warning and takes more than a minute to reestablish which adds up throughout my shift. On top of that, we use multiple systems which I then have to re-log into each and every time this happens.

I strongly believe that our escalation process is flawed on so many levels Any time a customer finds themselves asking for a Supervisor, our agents give the same answer in an attempt to "deescalate" which always ends the same way. The customer requests a Supervisor, agents are all trained to relay the same lie in the form of. "Our Supervisors are currently busy taking other calls” or "We don't have any Superisors available at the moment" no matter what time of day you call. And when customers are insistent on speaking only to a Supervisor, they are placed on a longer than usual hold, only to be told the same thing and offer the next available representative or wait for a callback that will likely never come.

And I understand that they try and limit the requests for Supervisors by trying to assist the customer themselves, to allow the more pressing matters to make their way up to the Managers, but it is not being percieved that way on the customer’s end.

Which plays into the amount of training specifically the new hires recieve. For the past couple months, every 2 weeks, there has been a new class of trainees being trained on the material in a 2 week period, all by the same Trainer as there is only one available.
There used to be two, but after the new hires came out from that training class, it was abundantly clear that they retained no knowledge from the training they recieved from their instructor. There has been no break period in the amount of classes this one Trainer has to teach, so obviously it has taken a toll on them.

Internally, the grading metrics are a joke. There are certain words you are to avoid as they may be considered jargon or unprofessional, not even seeing the possibility that some people use words in their day-to-day and are a part of their vocabulary. If you honestly feel that saying the word "case, terminated, or alrighty" will confuse the customer that much, then you obviously don't think much of them. On top of this, we are being graded by employees who are not required to take calls and have not taken calls since moving up to that position, so you are being told everything you did wrong by people who don't practice what they preach.

While we’re on the topic of hypocricy, circling back to the Supervisors when they do end up taking the call and the customer explains the frustration they had to endure to even get in contact with them, the Manager will often take a one-sided approach almost throwing the agent under the bus that they did not do their job in addressing this to them when it is enstilled in the agents to take the approach they did by the very same Managers! They are so quick to accuse the agents for “Call avoiding” when they themselves are the ones doing everything in their power not to take that call!

Furthermore there are so many restrictions on what documents can be sent, how they can be sent, when they can be sent, and who can send them out to the customers! Agents can’t even take ownership for the actions they take as everything they do has to be routed to another department to handle. Nowhere else will you have to jump through so many hoops for a simple request such as asking for a copy of your title, which in most states you need to register your car. The agent needs to ask a Manager for approval which if not channeled correctly will not be processed at all! It's so unbelievable to me that a document you are entitled to have for your records is not easily accessible to the customers upon request.

I’m not trying to tell them how to run their business, but from what l experienced in all the different positions I’ve been a part of, I can clearly see what works and what doesn’t, and in its current state, it’s definitely not an effective approach. And without getting into all of the favoritism on all levels, it's difficult enough for the frontline agents to get all of the assistance and resources to do their job effectively.

It’s hard to believe that this company used to be among the top 10 in customer service given its current state.

Stephan King couldn't describe a story more horrifying than mine.

First of all, this whole company is a joke and a scam. I'm gonna lay everything out on the table to save you of such pain and misery. This company has the highest turnover rate, which is why they are always hiring. But they will make you believe that the reason behind that is from terminations. NO, that is not true. It is from people quitting this job because they find out how horrible it truly is. 
I first started working for GC last year in December and never would of thought I made it this far. In the matter of 8 months, I have watched the best and most outstanding employees, some of which worked there for 5+ or 10+ years, get fired for senseless reasons. The managers will get on your last nerve about getting payments and collecting money, but it is not for the well being of the company. They do that because they receive a monthly bonus that the employees aren't aware of. So as long as someone hits 20+ payments in a week and bonus's, they don't care what you do beyond that point. Also, this company has the worst organization when it comes to rules and company policies. Every 2 weeks they change the policy or the collection guidelines will change, and you are required to sign a form agreeing that you understand the stuff that has changed. So basically you are always having to adapt to new changes that are completely different that what you learned in training. And for most people they are used to the original talk-off, call flow procedures. If for whatever reason you make 1 mistake, you get a write-up or exception. If you hit 5 exceptions, you are terminated immediately.

GC services also will bash you continuously if you don't hit their high standards. This is in regards to QA scores and stats. You could collect like 50+ payments in a day, but if you sound too much like customer service and are too nice on the phone even though you had a perfect call, you will get dinged for it and may suffer a possible write up. So basically, your hardwork is never good enough. I was one of the best collectors on the floor and have profited this company SO much money. The managers actually used to bring their team into the training room and show the stats for each employee, they don't do that anymore. My payments collected for the company compared to the hours worked, and the amount I was paid for wage was just utterly astounding. I work my butt off like a slave, but always gave the company 1000% in compensation.

Also, if you are sick, you have to fill out a deviation form in advance showing the time you are able to make up. As if we have to predict in the future when we are going to be sick and whatnot. If you don't, you get an occurrence. If you reach 10+, you are terminated. Even if you provide doctors notes for days you are out, you will get an occurrence. They don't care if you were in a car accident or your mother died, for the duration you are out, you will still get 1 full occurrence if you were out for let's say, a week. Instead of understanding how things can popup in the personal lives of the employees, they will ding you and bring you that much closer to being terminated. 

One great thing I will say about my experience at GC were the employees. I have developed many great friendships with the employees on the floor, both inside the workplace and outside. If it wasn't for the employees, you will find yourself bored to death and extremely antsy to want to get out.
The managers are also very cool and nice as well, even though they have their own hidden agenda to make more money through team stats. But all the big people and head manager that run the workplace are irate, and are extremely rude and unprofessional.

If you are thinking about working for GC services, by all means go ahead. Yes it's a promised job and they will hire anyone that has a pulse. Drug dealers, bums, and high school dropouts are frequent at this job so get ready. I even knew an employee on my team who brought a loaded handgun to work every single day (I am not joking) and kept it under his belt, and claimed that it was for protection. I never did snitch and I will not say the name, but that is a red flag for anyone wanting to work here. There is a reason why this company hires so frequently. But honestly I feel like this company is slowly falling apart and it won't be around for much longer. Whether you are a college student pursuing a desired career path, a fulltime worker, or you don't have a desired career path at all, but trying to make a living and survive, that's completely understandable. But for me, my happiness and sense of freedom is far more important than working for any place like this. There is more to life than just working at GC services.

Thanks for reading

A typical day at work for me was easy going and never hard to do my role in my job position. I learned great customer skill traits to assure my customers that they will be treated with respect. I gave customers the advice and assurance they needed. I also gave customers the best knowledge to confront issues head on with their accounts with a better understanding when they didn’t have the correct information or guidance they needed to understand what was needed to fix a problematic issue. I learned how to fix wrong payment methods over the phone that may have been misunderstand. This most likely could of been made by a previous representative spoke to who may have made a simple mistake with that customer. I learned how to make different payment methods over the phone with customers using their personal information with assurance and trust within the company and I. I learned how to settle over due accounts with customers who fell behind on payments. I learned to persuasion skills to get customers to make over due payments no later than dates required so the customer doesn’t abandon their credit or accomplishments to the company’s requirements and regulations. I learned how to push out extensions on accounts for customers who meet the company’s requirements and who are in need and stay loyal with their payments regularly. I learned to take on chaotic and misunderstood customer calls and to fix highly conflicted problematic accounts. I fixed and notated customers accounts correctly daily. I managed and fixed cease and desist accounts. My company’s management was pretty standard for the most part. Management was highly strict towards the workers on their expectations on accounts and expected all accounts to be corrected and notated correctly. Management also had strict guidelines on sanitation, dress code, and language. Management was very strict on listening into calls to make sure the role we were hired on was that to be professional and to use our manners and no cursing. Management were very good to me and treated me with great respect with any conflict or problems I addressed needed to take action. Work place culture was very much allowed and accepted for the most part although everyone in the company had opinions, the company still supported ethnicity race and culture and did not seem to be problematic. The hardest part of the job for me was dealing with highly hard accounts that only managers could take on even when I tryed to persuade or calm a customer it could still be hard to get the customer to gain our trusts as representatives and would be asked to speak to management rather than take on the customer as hard as I’ve tryed with my customer skills. Other than that there really wasn’t anything super hard at all to take on and I am very challenging. The most enjoyable part of this job was that my manager and boss were very understanding when I had emergencies emerge during work and had to leave for appropriate reason. Another thing I enjoyed was that if I had to miss work on emergencies or was sick my boss would let me make my hours up and they gave us over time. I enjoyed the pay as well.

Pros:
GC Services used to be an amazing company. A company of opportunity, growth, development; a company that you wanted to retire with. In recent years, this has unfortunately changed with no light at the end of the tunnel.

Cons:
Communication has been abysmal. Talented long-term employees and executives are being let go or are resigning without explanation, announcement or appreciation for everything they've done for the company. New executives are being brought in with little regard for their reporting employees knowledge and experience. They seem to be announced every time, but not the ones who got us here today when they leave. This speaks fathoms as to who GC cares about. IT departments, human resources, customer service representative jobs, office support, administrative support, you name it - it is all being moved offshore to cut costs and save a $. The company lacks honesty with the employees about where GC is going and what the future looks like. Client growth and expansion sounds great, but when it is all being moved offshore and the growth is overseas, what good is that to everyone in the states besides the executives? The company cut benefits to some of the lowest offerings in the industry. They've not matched 401k's in years. Cost of medical coverage is very expensive and continues to rise. Paid holidays are down to 6 days when most give 10+. The company does not use its partnerships and parent company to leverage better benefits and offerings as they should. Their parent company has considerably better employee offerings and benefits. Severances for those who have been with the company for most of their careers is sad these days. They once offered 1 week per year worked, now you can count the offered weeks on 1 hand in some cases, regardless of being with the company over 20 years.

Advice to Management:
To Sr. Management and Executives, please show appreciation to your staff and stop treating them like a number that you are just moving to Manila. Remember the employees that you are separating have families, have bills and obligations. Remember that many of these employees planned on retiring with GC and you are taking that away from us. I would encourage above board communication. Give positive announcements and show thanks for those who are moving to other opportunities, be consistent here; don't just celebrate the weekly new executive. Prioritize supporting your employees. The current priority is to move resources to Manila and other countries and cut costs; but no one has asked, not once how those changes have impacted the field and harmed our day-to-day operations. Also don't just ask, take action to fix these issues. We understand someone has timelines and goals in mind, but you've bitten off more than you can chew at this point. Slow down and regroup for a bit, you are burning out your employees more than you know. You are losing talent, knowledge and relationships. Care about your non-executive employees in the US. If you do, we are not seeing it.

I began work with GC services in Copperas Cove, Texas, when they were having a job fair. I was interested because of the work from home opportunity as well as the ability to work with computers, something I'm usually very comfortable with. 
The orientation was ten hours long. We were not allowed to do anything but sit there, even during the many long times when we were left alone with nothing to do and no one instructing us. We were also unable to talk amongst ourselves, as people were working nearby.
My orientation consisted of between 50-60 people, and we were told the usual number is about 25. Those in the back were unable to hear the instructions, and the ones doing the orientation couldn't make it to all of us to help us set up our computers. 
The computers were very, very, very old. Unbearably huge and clunky, on an outdated operating system, with enough spyware on them to slow every operation to a crawl. My computer ended up never turning on past login, but they sent me home anyway with a hastily written one page instruction on how to set it up the next day for my first day of real training.
I got home with these two giant desktops, a computer that gave me an arm dent, and a bunch of other accessories they made us use. I set it up, and surprise, it wouldn't work. Eventually my dad realized they sent me home with the wrong adapting cable, and we had to drive into town for the GC tech squad to give me a new one. We get back, and I try to boot it up, but it's still beyond slow.
My family pays as much as possible for internet. It's sort of the only thing we care about. We moved the router into my special little office and plugged it directly into the computer (they won't let you use your wifi), and still nothing. I called the help desk for, well, help, and they blamed it on my internet not being fast enough, before asking for photo proof that my computer wasn't loading anything.
I sent the photos in the emails they provided me and waited there for almost two hours to receive nothing back. Having been up since 5:30am, it now being at the edge of 9:30, I decided I had had enough. I unplugged everything and the next day my dad and I lugged all the stuff back in.
I didn't get any pay for the ten hours I wasted that first day, either.
Please, update your equipment, and don't treat your adult workers like school children while you keep us shackled in our boring gray seats for a 10 hour seminar that could have lasted 5 hours. 
Oh, and the stuff they told us at our orientation made it very clear they did not care about your personal life. If you got sick, if you had a child, if there was a family emergency, it would be too bad. They very much expect you to tie your very existence to this job, and will shame you if you do not. 

What is the best part of working at the company?
Getting time off was easy. If you were sick, or just needing a day for personal reasons I never had a problem. PTO from day one. Pay sucked but it was work from home so that saved on gas driving back and forth anyway. My manager was a pr**k but higher up managers seemed very personable and caring. It was the lower management that were erogant pr**ks. But overall it was a good place to work. 

What is the most stressful part about working at the company?
Training was most stressful. 2 weeks and way more than 2 weeks was needed. After the 2 weeks I felt just shoved into it and didn't seem to understand most of it. You are basically just winging your way thru until you learn yourself how to do things. And when  you asked questions you were made to feel stupid. 

What is the work environment and culture like at the company?
The company was not about it's employees. To them, it was all about making money for the company they were contracted to work for. They didn't care about any of us, let alone the customers who were calling in. Nothing but us getting that money. Even if customers said they were gonna close their accts, my personal manager would just say let them. It was definitely something someone up higher should look further into

What is a typical day like for you at the company?
Get on the phone and take calls as they came in. That was the job and that was fine. But if a call came in and you asked a question, I would get responses like "don't you know this?" Or "you should know this by now" instead of the answer. So the customer would be on hold while you just had to try to figure out the answer, when he could have just gave it to you. Call time was 4 minutes. There was no way that you could even take a payment in 4 minutes. I was supposed to take the call take the payment and hang up that's it. No customer service involved no chit chat with the customer making them feel comfortable nothing. But they would jerk you around to get the answer, when he could have just given it to you in the first place making your call 15 minutes. Then you get in trouble for that. I'm serious when I say someone should look into him

I've been with the company for a year and a half. The pay is absolutely awful for the demands they place on you. I work with the Verizon project, and I've only ever bonused once in the entire time I've been here. Bonuses are contingent on the center reaching a 60% NPS (net promoter score) and your metrics as a whole. Our center doesn't bonus because our liaison is so finicky about what she expects, she will deny the removal of bad surveys because you used a word she didn't approve of. Their scoring system is ming boggling. If a customer rates Verizon 9 or 10, we get a score of 100. (Because we call center reps should be held liable if Verizon is terrible to its customers.) If the customer rates Verizon 7 or 8, we get a score of 0. If the customer rates Verizon 6 or below, our score is dropped to -100. They've recently implemented a "no phones" policy because someone stole $70,000 worth of equipment on people's accounts using their credit card info and refuse to give us any alternatives to storing our phones, so we either have to leave them in our cars (which they claim they're not responsible for if that results in theft or damage) or leave them at home. Their "emergency line" doesn't have a voicemail box to leave messages on in the event someone needs to get in touch. Everything is "do it, or we write you up" and the attitudes towards agents are incredibly aggressive. They've taken away boosts in morale such as the Memorial Day picnic and treats when we do well. Their attendance policy is lenient though. Probably the most lenient of any call center. They have hired a security guard to use a wand to make sure people aren't bringing in their phones. They plan on buying an actual metal detector at some point, but won't come up with the cash to buy lockers for us. We're definitely just bodies in seats and easily replaceable.

It is hands down the worst job I have ever had in my life! And I stayed 5yrs.! All call centers are fast paced, that is expected, but that place is off the chain!
The training was minimal to say the least, just the basics as far as a script and rebuttals, they flew thru the screen training and threw us on the phones. The class started with 25 the first day, down to 13 the second, and there were only 6 of us that made it to the floor on the phones, and only 2 a month later.  
The calls were so fast you could barely catch your breath before the next one. If we needed help, raise your hand and someone would eventually get to you, while either the customer was on hold or you figured it out. The managers were running around yelling to "wrap it up" and "watch your time". It was so loud that the customers often asked if we were having a party! The whole time you are chained by the head to a never ending supply of upset, very rude and screaming customers!
Management made it worse. On top of their yelling across the floor, they would constantly monitor your calls and would write you up for the slightest things. The ones that actually tried to help you didn't last long, the place is in constant turmoil. Some of the employees were friendly, most however had substace abuse issues, when on the job, and some managers did too. Plus it's a very dirty old building that has had several insect issues.
It was very stressful to say the least. It wasn't long before I started having anxiety issues about going to work, I did my job the best I could to get what incentives I could, and I went home when it was over. I wouldn't wish that job on my worst ememy!
But in all reality, it paid the bills for a while. The campaign ended and with a little restructuring on the calling floor, alot of us were told they didn't have a place for us and they found reasons to let us go. It's all numbers to them

I am a current employee, coming up on my 3yr anniversary 032519. I started at $8/hr. Right now I make $8.82/hr. In the middle of 2017 they implemented a new pay rate of $10/hr. But if you accepted the new payscale you lost your bonus(based on stats each week), you lost your paid vacation and you lost your paid sick time. Those of us that were there before the change were given the option to stay on the old payscale(keeping bonus & paid vaca/sick time). Now if your newly hired you automatically start at $10/hr and you do accumulate ppt(sick)/vacation but it's all unpaid. They're starting to do irregular schedules with 9-10hr days with 2-15min breaks and a half hour lunch. If you work inbound, because the dialer tech has to screenshot every hour, you have to wait until they tell you to go to your breaks and lunch. And if you have to go to the bathroom when it's not your break or lunch, you have to deduct that time from your breaks, making your breaks shorter than 15min, to keep your dialer utilization down. It's a repitious job where you get screamed/cursed at by "think they know it all" customers. You have managers consistently yelling at you while you're on calls about getting out of wrap(outbound) and moving your calls and getting out of after call(inbound) and having customers complain because they can't hear you or having to apologize to the customer and ask them to repeat what they said because you couldn't hear them. Then they preach about watching what you say on the phones even on mute because the box is always recording. The headsets are usually broken and most are sound sensitive and not noise blocking. You can't have snacks or any drinks on the floor that's not water, unless it's in a spill proof cup. Managers get away with what agents get fired for. Managers don't like getting on the phone when a customer requests one.

What is the best part of working at the company?
My experience with GC service wasn't as good at all overworked and underpaid and terrible management the only nice part about it was my coworkers the agent sit into my right and left but far as anything else I have nothing good to say about GC Services I was treated unfairly and discriminated against when I went back to work there a second time even my first time around I spend some negativity but my experience overall was not good with this company

What is the most stressful part about working at the company?
Disrespectful management and really no room to grow as an agent in the pay is terrible and the benefits are too extremely high not being treated fairly and watching other people not being treated fairly and when you're sick and you bring in doctors notes like I did when I had an operation on my back which I had a cyst that got infected and it had to be removed and I brought documentations and it still didn't matter they didn't care anything about that

What is the work environment and culture like at the company?
The agents were nice and some of the trainers and that's the only thing I have good to say

What is a typical day like for you at the company?
Stressful and not treated fairly when the day seem like it's going good it will always be something that came about that made it unpleasant especially with my second time around I guess it just depends on what campaign you got with I worked for two campaigns there FedEx and the Mercedes briefly the Mercedes campaign I didn't like how I was treated even with the FedEx there were times I didn't like how I was being treated but for the most part with FedEx the agent's helped each other

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