Morley Companies

A typical day at work begins with reviewing attendance, identifying any schedule impacts, and scanning system updates, policy changes, and other operational communications. Throughout the day, I provide real-time support to agents by answering questions, assisting with complex customer issues such as claims or benefit coverage, and stepping in on escalated calls when needed. I also actively monitor queues and live performance metrics, including hold time, wrap time, and agent availability, to ensure service levels are maintained.

A significant portion of the role is dedicated to coaching and performance development, which includes reviewing key metrics such as AHT, adherence, and quality scores, conducting 1:1 coaching sessions, and providing real-time feedback when appropriate. I also review both live and recorded calls for quality assurance and address performance trends such as attendance concerns or extended wrap times, all while balancing ongoing operational demands.

In addition to coaching and real-time support, the role includes substantial administrative responsibilities, such as maintaining accurate records of attendance, performance trends, coaching documentation, and disciplinary actions. I also participate in recurring meetings, including production, quality, team, disciplinary, and training sessions, which are an ongoing part of the role.

Coaching sessions and evaluations are required monthly for each team member, including live call evaluations and documented feedback, which often must be completed within limited non-production time due to staffing coverage needs. Team huddles are also conducted regularly but are typically split into smaller sessions to ensure adequate call coverage while still communicating updates effectively.

Overall, a large part of the role involves maintaining detailed and accurate team documentation, including attendance trends, time-off records, disciplinary actions, login/logout behavior, and coaching history. This level of tracking is necessary to ensure compliance, identify patterns, and support overall operational consistency.

What you believe you learned:
I’ve gained a deeper understanding that small actions, such as adherence, accurate time tracking, or wrap time usage, can have a significant impact when scaled across a team, affecting overall performance and staffing efficiency. I’ve also learned the importance of accountability, not just for individual performance, but for ensuring team-wide consistency, compliance, and fairness across all processes.

Management:
My thoughts on (Immediate management) management are overall very positive. I find them to be supportive, approachable, and willing to assist when needed. They make an effort to provide guidance, answer questions, and offer coaching when support is requested or when issues arise. I do feel that they are engaged and committed to helping the team succeed and addressing concerns when they are brought forward.

Workplace culture:
There is a strong emphasis on accountability, consistency, and meeting operational expectations, especially in a metrics-based environment. At the same time, there is support available through coaching, leadership, and established processes designed to help employees improve and succeed. While the pace can be fast and expectations are high, there is also flexibility in areas such as scheduling and time off when planned appropriately.
I do think there is sometimes a misunderstanding among call center representatives about what happens behind the scenes, which can lead to the expectation that leadership should always be immediately available for real-time support. While we are often available, the reality is that the role involves many additional responsibilities, including monitoring multiple systems and programs, participating in 1:1 coaching sessions, conducting evaluations, attending trainings, and joining various meetings throughout the day. Because of this, immediate responses are not always possible.
This is also why the help desk serves as the primary support resource during live calls, as they are specifically positioned to provide real-time assistance and have direct, hands-on experience with daily call handling. Their role helps ensure employees receive timely support while maintaining operational flow.
Overall, the culture reflects a balance between meeting business needs and supporting employee development within a highly structured environment.

The hardest part of the job:
 Is definitely compensation. I do currently work a second job to make ends meet. While I understand that I accepted this position with awareness of the pay structure, I initially joined as a seasonal employee and viewed it as a temporary role within a dual-income household situation. Over time, I chose to stay because I enjoyed the work and grew into different roles within the organization.
However, one ongoing concern is that raises are infrequent and, when given, are generally minimal and do not always reflect the level of responsibility in the role. Over the years, pay increases for new hires have resulted in situations where newer employees are earning close to or the same as long-term employees whose pay has not increased at the same rate. This has been a consistent challenge.
Additionally, due to a past promotion, I was not eligible for the annual raise, and I became aware that a colleague in the same role and promotion received a higher adjustment to align their pay more closely with mine. Given my initial hire rate was based on prior experience, this has felt inconsistent from a fairness standpoint.
Overall, while I understand the structure and expectations of the compensation model, pay remains the most challenging aspect of the role.

The most enjoyable part of the job: 
is definitely the coworkers and the team environment, as well as being able to support and help representatives grow into stronger, more confident reps. I enjoy coaching and seeing improvement over time, whether it’s helping someone better understand processes, improve their performance, or gain confidence in handling calls. Being part of their development and seeing progress firsthand is one of the most rewarding aspects of the role.


I have been very impressed by the equipment and facilities Morley has put into place for us on site, from the break room to our workstations and department facilities to on-site food availability. 

Additionally, the company's response to the COVID-19 pandemic has been extraordinary. It works hard to keep its employees safe, has genuine concern for our well-being and lifted heaven and earth to get people working at home quickly, supporting those who remain and, most of all, giving those on temporary layoff (many who are my friends) the tools they need to succeed and quickly sign up for unemployment benefits. Communication = amazing. I woke up mornings when we first started this stay-at-home lockdown and watched the CEO's latest update video for reassurance and understanding of what was happening with my friends. That communication is so important in helping me understand what is going on, rather than being in the dark. I've eased off tuning in lately since projects have gotten busy and we're in a routine now so I'm more settled and calm, emotionally, but they really helped a ton while I settled into this new work situation.

Everyone is so busy keeping our wheels turning,yet the attitudes of those around me have continued to be amazing - positive and supportive in this time, which I really need to counteract the stress that comes from being in such an unusual situation. Everyone's working so hard, and yet they're all professional and positive. It's one of the reasons I love being here. I don't thrive under negative cultures. Positive interactions energize me.

Outside of the pandemic ...
We put in long hours when we need to to get the job done, so that can be harder, but it works out. Benefits and flexibility are great. I've had to deal with a lot of doctor's appointments over the past year and a half, and they've shown support and schedule flexibility through all of it. I am enrolled in the company's most comprehensive health care plan, and it has handled the load of medical expenses well. After the initial deductible, I only have to pay a small $20 copay and 20% coinsurance for medical procedures until out of pocket maximums are met. You can opt to do a flexible spending account where you can pay for medical and daycare with pre-tax dollars, which is good. You can also participate in the retirement plan 401(k) with a percentage of contributions employer matched.

This workplace is not a good environment at all. 

The large amount of low review scores do not lie. The sheer lack of communication and micromanagement here is worse than I have ever seen.

I spent the first handful of weeks in a training class that does not properly train you for the job. The trainer themself was perfectly fine and nice. The problem lies with the structure of the training itself. The entire program needs a rework to better explain and prepare new employees for the job. Instead you're overwhelmed with information that you have little to no time to comprehend.

My training class started with 20+ people and with each passing week people were dropping, by the time the training ended there were less than 10 people left. The turnover rate is laughably high and it's not really a surprise why.

No one knows what they are doing. Have a question that needs answering? Hope you don't mind sitting around for forty minutes waiting for someone to get back to you. But on the flipside there is always someone watching you. You are being micromanaged at every second, it's absolutely ridiculous. If two minutes go by and you're not doing what the schedule says, someone will be hounding you.

Often the person micromanaging isn't even your superior or anything of the like, it's just some employee whose job is to watch what everyone is doing at all times. 

Work from home is nice and all, but it's not a worthy trade off. I can't even tell you how many "managers" I have. At any given time I'm being told by at least 3 different people various different things which just causes confusion and stress. 

The IT support here isn't great, which is baffling for a mostly remote company. Instead of pairing you up with someone if you have an issue, you're expected to figure it out yourself.

In the end, this is not a place you want to work. The miscommunication is atrocious and you'll have multiple people telling you various different things. I'd only recommend this job if you thrive in chaos and confusion.

I've never felt the need to write a review this bad for somewhere I worked. But this place is so badly put together I had to warn potential employees. Do not apply here unless this is a very quick stopgap for you.

You have to do 6 weeks of basic slideshow training that is extremely dull, basic, and repetitive.

They teach how they want you to talk on the phone and for it to be natural/unscripted.

But once you learn their way, you notice everyone from the company talks that way on the phone and it comes off so fake.

They throw so much information at you that most of the time when a question was asked the answer started with "well you don't need to know this, but we want you to see it before you're on the floor". Well, if I don't need to know it then why are we learning it?

They are also consistently preaching that people are there to help you and that they have all these resources. However, the person that you ask a question too will 1/2 read it and respond which leads to a back and forth of what you actually need help with. All this while a customer is on hold. (My average call times were 15-20min which is insanely high)

I also had multiple calls that were 45min plus.

By the time you finish the 6 weeks of training and start taking calls you realize you are significantly underpaid for the amount of work you are expected to do for each person calling in and that you have significantly less resources than expected.

One last thing that bothers me is they have these GMA docs for stuff. But there's millions of em so if you need a specific GMA doc you have to know exactly how to search for it to find it.

Idk they act like they are there to help and that you have everything you need but in reality, you're on your own with customers who are only calling in because their car is out of warranty, and they want GM to cover whatever costs the dealer is requesting.

Only benefit is that you get to work from home. But even with that you get 2 15min break thought-out the day that are scheduled and 1 30min lunch. 

Overall days were slow and environment questionable to the point where you just don't even want to show up the next day.

2/10 (the 2 comes from being able to work from home)

Working as a senior adviser in CAC Tier 2 is challenging to say the least. I spend most of the day calling angry customers that open cases with us because their vehicle isn't operating properly, they need repairs or they want to complain about the dealership they went to. I spend anywhere from a week to several months working with customers to help them get their vehicle concerns resolved and / or compensate them for "their bad experience". I have worked at Morley since January and think I have had maybe 20 cases out of the hundreds I have worked that the customer was genuinely happy with the resolution I was able to offer them. Most of the customers you deal with daily are not going to end up being satisfied with what we are able to do for them, just a fact of the job. Working here the biggest thing I have learned thus far is that when you call a customer assistance center, you should assume that the person that answers the phone really is trying their best to help you. If you think yelling at them and being rude is going to motivate them to do everything they can for you, you're wrong. This job is one of the easiest I have ever had as far as physically, I just sit in a chair at a desk my entire shift. Mentally though, this is by far the most tedious, mentally exhausting job I have EVER held. It takes a lot to be yelled at for 30+ minutes 10 calls in a row for things that are out of your control and still call the next customer with that chipper customer service voice. With all of that being said, I don't hate my job and it sure beats back breaking manual labor. Plus due to Covid-19 the company has put a ton of incentives in place to motivate people to come to work / work over time. These incentives include but are not limited to: weekly drawings for a chance to win a Fire Stick or Roku stick, monthly drawings for a flat screen television, per hour of over time you work you get paid time and a half + $3-$4 an hour and you can basically work and unlimited amount of over time hours anywhere from 8:00 am to 9:00 pm.

In the beginning it seemed great. But as the training went on, and on, it became apparent there was issues.

Once on the phone, it always felt you were unprepaired with the knowledge provided. You were either told to look up the info in a collection of resources, or, ask someone above you. Finding the correct resource often took longer than asking a higher up, however, it was often discouraged to ask them unless you were completely lost or it was something they could only see/look up.

The quality assistance people were fantastic. Always nice, left remarks on problem areas, and would help answers questions you had.

The team leaders felt disconnected. If asked a question, their typical response was to consult the vast amount of resources. While typically having a large amount of resources is good, if you are not sure what you are looking for, it's hard to find answers. Numerous times I tried to find info on a topic, to come up with 5 different pages of info that were no help. Ultimately reach out to a higher person, they were typically able to find the correct page in a minute or two. A five minute phone call turned into 10 or 15 because of time wasted.

System issues. Any company involving computers is bound to have system issues here and there, and working from home on a large scale is fairly new to a lot of companies, the amount of issues during my employment felt obnoxious. Every week felt like there was a new issue, with some extending multiple weeks. I remember one issue being resolved by management, however there was an increased amount of calls because the issue still existed for callers, but management claimed it was fine. That issue still exsisted on my departure. 

The work life balance is small if any. Unless you were there precovid, or had high performance, your typical work hours were between 10am to 7pm or 11am to 8pm.

A lot of the time I spent wishing I could go home, while sitting at home.

I will say that i love my actual job, just not so sure about the company. My days consist of 6 hours accepting inbound calls, 2 hours of casework time with up to 30 cases. Problems start here: 
1. Casework time would be sufficient BUT the turnover rate is so high, they cant keep up with call volume; this leads to them cutting or completely taking away casework time; This significantly hurts your performance (Alarms on time, required Customer contact, Customer satisfaction). With that being said, your performance (which can be lowered due to no fault of your own) is used to determine your schedule for a 3 month period of time. I'm a relatively high performer but no matter how hard I work, there's always a chance I'll get an awful schedule. If your team lead fails to submit your schedule bid on time, you will get the schedule that is left over (despite how well you perform). 
3. The schedule bid is unproductive in general and also unfair to those of us that work tirelessly to keep our performance up to standard. Some of us can't afford to have our schedules change multiple times per year. I've been here almost 2 years and I'm just waiting for the day I have to quit because of this. See number 1  for more info.
2. There are no 'promotions' but pleanty other positions that come with extra work, title change and no pay raise (SME, Lead Agent, Part Delay, Absent Agent, RSVDQ, Team Captain ect.) 
4. Requiring employees to use paid time off, no matter the circumstances is extremely unfair. I am not able to accrue time off due to needing frequent medical treatment. I schedule all of my appointments at least a month in advance and have NEVER called off. Regardless, I have no PTO and no hope of ever taking an actual vacation; all because I'm forced to use every last ounce of PTO on doctors visits. PLEASE bring back the scheduled, unpaid time off. 

My typical day starts with reviewing the incoming emails for my group and running reports to reflect on the current distribution of our workload, archiving this information in case is required by upper management. The main purpose of my position is to deal with critical, high impact cases concerning urgent vehicle repairs. And that is where the problems start.

This is an evolving job, one that may seem simple on one day and nearly impossible on the next. It is the nature of the field that parts, ETAs, and what we can reasonably promise are in a constant state of flux. We can lose a supplier's entire inventory to fires, have worker disputes shut down production, or even just have too many of something arrive at the wrong place. These are unpredictable circumstances that yield impressive results when applied properly and grind our ability to assist customers to a halt when they are not.

Management, while meaning well, is extremely prone to favoritism and leaves many of our recurring issues unanswered. Our pay is consistently something that is complained about, but we never received communication on how they will be improving the situation or if we are to accept sudden policy changes blindly. Additionally, our feedback often goes ignored if it does not fit the grand design of our superiors. This is not to say that all of our managers are ineffective, but it does not reflect well on the overall organization.

When we are helping customers, it is truly the best feeling in the world. We have the capabilities and resolve to overcome any obstacle that stands in front of us, no matter how daunting. And when it comes down to it, our real obstacle is the means with which we use. The average agent cannot be expected to wrestle with processes, laws, and their own judgment only to be shot down because the resolution isn't "satisfactory".

the pay is not where it should be, management is over worked, the help you get isn't always there because everyone is overworked. Favorites. I have never seen such favoritism in a company before. At the end of the day it is a job it's weird that a review or so has responses about telling management so they can fix it. It doesn't fix anything my best choice was to leave even in the exit interview when you tell them nothing changes I know because I still have friends that work there. The condescending " this job isn't for everyone" is awful the job itself is good its the company that makes the job impossible with mis information setting standards that you will never achieve so you always feel like a failure. I can say that there are some really good people that work there that do help when they can and respond when they can but I feel bad for them .. they are extra overworked. I say this because I got more responses from this wonderful csr two more than any TLs she was kind and always helping  The calls - some are great some are okay and some get really bad as anyone that has worked customer service should know. That isn't a morley problem. What is though is the options when have when we are being talked down to and spoken to like dogs and we can't do anything but smile with our voices and deal with it because they aren't crossing a line just yet right? They haven't cursed or threatened you so all you can do is just sit there and take it that part is pretty awful. A company that states it cares about employees is doing a pretty awful job of showing it. TL's - there are some amazing ones but there are some awful ones too which is at every job but once the complaint goes in and it doesn't fix it they should remove end of story and period. I could go on and on but I think this as honest as it can get to give you a good idea of what you are walking into. 

This workplace is a cesspool of negativity. From the highest position to entry level, the people there are incompetent. Don't ever count on using a vacation day. Don't be going to school either. Do you have a death in the family? You will need to show them proof. Are you sick? Unless you barf blood they will not send you home. The workspaces are cubicles that anyone can dig into. There is no security so if something is stolen it's gone. People will steal from your desk and take just about anything. They will also unplug your computer if they don't want you sitting at the desk they like. You may have an assigned seat but the next day they can and will tell you to sit somewhere else. People will also leave trash on your desk to avoid taking it out themselves. The managers will spend hours in "meetings" and "coach" their favorites for most of their shift. This includes talking about social media and being on their phones. The company floor has had numerous outbreaks of fleas, only vacuuming to solve the problem. The scheduling team is utter nonsense. The "goals" they set are prone to scrutiny by people you never directly speak to. If you have an accent, DO NOT WORK HERE. Your accent may cost you your job because you will never get a 100% score. You will be fired if you cannot maintain a 100% score on every call you take. I worked here for a year and almost killed myself by the end of the year because of the verbal abuse I received daily, the hand holding I had to do just to get a shift around my TWO classes, and the Big brother is watching attitude they place upon you. Honestly, working at a Retail store is less hassle than this place and for the same pay.

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