customer service representative

technical support advisor

esthetician

team leader

campus manager

IntouchCX

Onboarding was a nightmare. They sent me a huge email with a lot of tasks and indicated that I needed to have them done at least 72 hours in advance of the orientation. Well, they didn't have their side done on time, but kept sending me mildly threatening email to get everything done on time. On their end, it was literally down to the last second before they got everything in order. 
Then orientation was also a real eye-opener. 
Have you ever worked in a dysfunctional environment? Where they preemptively punish you for the bad hires they've made in the past? 
Well, this is the place. They tell you not to bring friends and family to the office for equipment pick-up. They tell you to be on time, or again, mild threat, you will not continue as an employee. They tell you to wear business casual. Common sense stuff, right?
And yet, because they make bad hiring decisions, people bring friends and family to the office, they show up late, and they show up wearing jammies and crocs. 
They tell you they want you to get the equipment and be home by a certain time, yet the staff doesn't show up on time.
It's a hypocritical environment. 
Training was likewise a nightmare. They emphasized again and again to have empathy for the customers and to take ownership and apologize to them, but would it surprise you that management has absolutely no empathy for the mistakes they made and the confusing directives they gave? Not once did they apologize, either, instead making me feel like it was on me for not understanding confusion and having to deal with all their mistakes... despite other people having same confusion, they refused to apologize or take this "ownership" they encourage us to take. And I really don't think it's appropriate for staff and leadership to talk about themselves and shamelessly plug their activities (like their social media profiles); it's not germane to training.
Their equipment is dreadfully slow and riddled with connectivity problems. People struggled with monitors, cords, mice, webcams, etc, not to mention the VPN issues. Accessing all of their software has been another level of misery. And the fact that the staff don't listen or shuts you down when you ask for help causes you to stop asking for help. 
Then, as if all of that nonsense wasn't enough, their idea of preparing for taking phone calls is to put us in an online meeting where we can only hear our coworker, and we cannot follow along. Then taking a whole one phone call by yourself before going into the call queue for your remaining shift.
THEN, if that wasn't enough of a nightmare, there is no possibility of taking time after calls to make notes in their system, and the expectation is to take calls back to back to back until you have absolutely nothing left to give. 

My career at InTouchCX has been defined by growth, opportunity, and the consistent investment of leadership in my development. Over the years, I experienced firsthand what is possible when a company not only recognizes potential but actively nurtures it.

InTouchCX became the place where I learned—deeply and rapidly—what it means to build, lead, and operate at scale. It’s an environment where someone who is hungry to learn and willing to apply themselves can gain the kind of experience that is equivalent to earning a degree in business. The pace is fast, the learning curve can be steep, but for those willing to lean in, the growth is unmatched.

I started in a frontline position and quickly realized that InTouchCX rewards effort, curiosity, and initiative. Leadership consistently invested in my growth year after year, offering trust, mentorship, and the space to take on challenges far beyond what my title implied. That trust allowed me to stretch into strategy, operations, people leadership, complex problem-solving, and executive-level thinking long before I held a senior title.

What made the biggest difference was the culture: if you show up, stay curious, bring integrity, and genuinely care about the people and clients you support, you can rise. InTouchCX is one of the rare environments where you can truly work your way from the bottom up—and the skills you gain along the way are the kind that stay with you for life.

For anyone who wants to grow, wants to build real experience, or is looking for a company that sees potential even before you see it in yourself, InTouchCX is an incredibly strong place to start your career. The exposure, the trust, and the rapid-fire learning you gain here can shape you into a resilient, strategic, and adaptable leader.

My experience wasn’t always easy—but it was transformational. And for that, I am grateful.

You realize your literally taking back to back calls for just about the entire 8 hour shift. Sounds simple right? If that was the case, then understand that out of a training class of 31 people, I was literally the only one left in about 4 months. Let that sink in....

I worked here (work at home position) for almost 2 years. What kept me? Being able to work at home, but for some odd strange reason, it was the most stressful job I have ever had in my life. Hearing that *beep* in my ear as a call came in began to make me cringe. For a 8 hour shift I would take at least 60-80 calls. 

They expect you to take exact notes after each call to be logged into the system but have the nerve to give you only 30 secs between each call. Nowhere near enough time when your submitting two tickets to billing and scheduling, AND have to close out the call. Then have the nerve to question your "metrics" on a weekly basis. 

On top of that they will randomly change your shift and days off. I started off with a Mon -Friday 8am-5pm shift, by the time I left they had me on a Saturday - Wednesday 10am-7pm shift.... and I was the ONLY one left from my training class. Let that sink in.....

You want a promotion to Team Lead for an extra $1 an hour to not take calls? Ok cool, now you'll be dealing with all the agents hounding you with their calls, AND you have to do weekly coaching with each agent on your team, if they slack, it's YOUR fault. Back to agent you go. 

One of my Team Leads straight up quit unexpectedly and I went for about 2 weeks with no TL. Would of been nice if I didn't have scheduling requests pending at the time, ended up having to work on my Birthday, true story. 

Bottom line is this.... if you decide to work here, don't get to comfortable because it's a work at home job. They can and will take full advantage of that, there's a reason why I was the only one left out of 31 in 4 months. 

A typical workday for an agent involves having your computer and all systems running before the start of your shift with continuous calls with only a 30-second break in between to document the case in detail and send a follow-up email. For those handling emails, chats, or social platforms - meeting specific metrics and key performance indicators is crucial. Agents are told to track any trends to best understand the reason behind any missed KPIs due to the uncertainty of meeting said performance requirements. If agents aren't performing they are coached up or coached out. If you're a supervisor or Subject Matter Expert (SME), you're expected to handle escalated calls and assist teammates on top of taking calls/chats from the queue for an additional $1. Team leaders have a more extensive role, including meetings with agents and addressing concerns about pay, attendance, leave, or job-related queries. In addition to supporting the helpline/chat to help agents on call/chat support. Despite the increased responsibilities the offer is an additional $1, and the salary remains the same working more hours (capped at 40-hour pay). However, if a team lead works fewer hours the pay is reflected to show the hours worked...

The work culture is virtually non-existent since the job is remote, and there are no perks like customer service week gifts or paid lunches. Although there is an incentive program with regional prizes, the prices offered are just as bad as their benefits. 

The most challenging aspect of the job is the questionable company operations, including favoritism, instances of harassment, and a perceived lack of support from HR and management. 

On a positive note, the most enjoyable aspect is the comfort of working from home.

Working at IntouchCX is a mixed experience  shaped by leadership inconsistency and uneven accountability. While the company offers exposure to enterprise clients and metric-driven operations, favoritism impacts morale and advancement. Senior employees are often prioritized for opportunities and protection, even when unprepared or unqualified, while newer and capable employees are overlooked.

Lack of preparation can be seen within leadership, resulting in unclear expectations, reactive decisions and poorly implemented initiatives. This leaves team leads and agents managing fallout without guidance. Accountability is applied selectively, with standards enforced differently based on tenure or relationships rather than performance.

Furthermore, frequent process changes are often rolled out without sufficient explanation or preparation, creating confusion and unnecessary stress. Expectations can shift quickly, leaving team leads responsible for enforcing unclear standards while still being held accountable for performance. Coaching and corrective actions may feel more focused on numbers than on addressing root causes such as training gaps or systemic issues. 

Workloads for leadership roles can be overwhelming, with competing priorities, constant escalations and limited proactive support. Overall, IntouchCX is a learning environment for entry-level professionals but improvement requires eliminating favoritism, strengthening leadership readiness, enforcing accountability with consistency and fairness and adopting a more people-centered approach. 

What is the best part of working at the company?
The Trainings, you're given lots of information to help do your job plus at any time can ask for more training if needed. the o erall environment of the company also makes it nice and easy to do your job. 

What is the most stressful part about working at the company?
Most stressful part of the job would be technical issues. At times employee logins would not work and that would last anywhere from 10 minutes to the entire shift. With out being able to log into your computer you couldn't access your time sheet to clock in so on your time sheet you'd show as late or no show and it was not easy to get those wrong punches fixed.

What is the work environment and culture like at the company?
The company culture is friendly, inviting, and relaxed. The staff from other areas or programs are constantly helpful and give the same positive energy. It's a open and home like environment and that makes it easy and comfortable when it came to engaging with new co workers and helped with being nervous about being a new employee. 

What is a typical day like for you at the company?
Prepare your area and self for the day by stopping at your employee locker, getting water, and checking your equipment. Sign into your computer and get clocked in. Begin taking inbound calls and assist the customer with a range or concerns/ issues. Check for your breaks times and additional trainings times on your schedule.

Let me start by saying that the job is easy. 
That's where the good stops.

Management is horrid with communication and since it's a call center environment you can expect you'll be working under a metric and rating system. Team leads don't help much... I still haven't figured out what they actually do. For the most part you'll see them in Slack messenger calling out employees for long calls and acws and not actually helping the agents. If you need help, we have a help desk. Yep. A separate entity from the team lead who doesn't aid at all but let's talk about the metrics. Most call centers  have metrics. Fine sure whatever- but this place wants your calls to be six min and no more than 3 minutes for documenting a call. These calls are billing questions, technology questions from elderly people, and issues that you have to research in a several hundred document knowledge base. 

If you have any sort of medical issues, run, do not walk. This place will expect you to work from the hospital. I truly wish that was a joke. The pay rate is terrible and the balance of time does not exist. They are not disability friendly and management does not reply to anything. If your hours are wrong you have to submit a request for a change from your team lead but good luck with that because not one team lead will help you with it. 

Tldr; This place has the communicative ability of a roll of toilet paper and a toilet system of employment to match. 
Do not apply here. It isn't worth your time.

This place was great at the beginning there was great sales commissions plus awesome incentives, motivation just came on its own but a couple of things have changed and these are the following:
TOOLS: there's is not a single day where you won't have issues with your tools: static on the calls, system failure on critical tasks,etc. This will impact nobody but you and   the costumer, therefore your metrics.
SALARY: Commissions used to represent a big income but they were reduced from 120$ to 6$ per sale, so that is not an option any more.
INCENTIVES: prices, goods and trips were part of sales incentives monthly but they were also dropped.
BENEFITS: You get a 5% raise after 6 months but it gets deducted out of the paycheck due to food vouchers, no increase at all. You get another 5% after the year and its taken by the saving fund, same trick again.
STAFF: The referral program is a lie so hardly ever there are new people joining so you are forced to do double the work for the same pay because of this shortages.

In conclusion you will hardly make 12.000 pesos working 48 hrs a week if u can get the bonus which they have based on almost impossible goals now, you will face a lot of issues with the calls missrouting and a horrible automated system which would bring you the best out of the best angry costumers. A year ago I was thrilled and excited over this place, now I can't stand it I keep working more and getting less money

When I was working at InTouch, I  had good and bad experiences. The interview process was a bit shaky as my recruiter didn’t seem as though he was very interested in his job. I’m big on energy and it just seemed like we were going through the motions. My trainer was not that great as he did quite often come off very rude not to me personally, But the entire class. I will say he had ok and bad moments, but more bad moments than ok. At times, I didn’t feel like he was teaching us, but he was teaching himself. I thought maybe it was just me, I quickly found out others felt the same way. The energy that we received at orientation wasn’t the same energy we received during training. Moving onto my actual job it was  a lot of misinformation I understand It’s a new program, but leadership don't really know what they’re talking about so a lot of times we seek to each other for answers. Positive about the company is the people this may be my first job of the many years that I’ve been working that I worked at a place where a lot of people actually care about the people. For instance, I don’t know his title but I am going to call him the snack man It’s something about him that everyone gravitates to him. His personality is amazing, and most of my team stayed only because of him. Overall if you’re looking for a job to help you get on your feet I recommend applying just to bring in income until you find something better.

This job is overall a simple job, however the lack of organization made it much more difficult. You never know what job you will be doing when you walk in as they are constantly switching you from emails to calls based on service levels. This makes it difficult to feel appreciated and get in the flow of your job. They initially had two separate teams: one for email and one for calls but due to low staff (from a mass group quitting)  it is all hands on deck. They expect a lot out of you and tend to micromanage everyone. Praise is limited and I sometimes feel like a robot. It doesn’t matter how good you are and how hard you work as this job has a lot of favoritism. Management treats us like children. When people speak up, they tend to get fired.  I really wish there were team meetings and a higher sense of purpose and growth. The company needs to invest more in training and uplifting their employees as there is constantly new information coming out that we have to learn to be successful at the job yet we are never updated from management or have meetings keeping us abreast on updates. The initial training was lacking as well. There always seem to be some type of drama and if you stick to yourself you’re not usually well liked.  Overall, I would take this job if you have nothing else as it is a good job to bounce you into something else. 

Top Job Titles	Average Salary
Customer service representative 92 salaries reported	$16.49 per hour
Technical support advisor 7 salaries reported	$18.50 per hour
Esthetician 3 salaries reported	$20.00 per hour
Team leader 6 salaries reported	$44,108 per year
Campus manager 5 salaries reported	$18.60 per hour

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