inbound call center representative

customer service representative

inbound sales representative

senior software engineer

call center representative

ONE CALL CONCEPTS

One call concepts is a job that is good for a while, but the enjoyment of the job burns out fast. In the beginning we had amazing teachers and supervisors who cared about you and made sure their teaching was in depth and that you would really understand the job once you got on the floor. You had an amazing teacher, and she would walk around and ask if you needed help or come and watch you to make sure you were understanding the tasks, to do a good job. Then we got more states and the one good trainer had left the company by then. the training was cut down, training for two weeks became one week, and 3-day training classes became one day, and we also did not get a raise for doing more work because it was stated that the work given was similar and not that much different from the work we were doing before. (Which is a lie and just adds more stress). While people were leaving left and right which made us understaffed a great deal. Still, we were told that the company wanted even more states because we do everything better and more efficient, so they wanted the call center to be the mid-west call center for locates.  supervisors would also talk about operators badly or openly while they were on the work floor or complain that tickets did not make sense that an operator did or just complain about an ops work on a ticket in general. When questions were asked in the chat rooms it would take forever for someone to answer up to 5-15 min and by that time the caller would hang up or a bad ticket would just be sent out in hopes that it was right.  They said call the help line but no one would be there to even answer the help line. que for calls can get up 27 to 30 while we are understaffed so the que stays high all day or most of the day, which is hard for the ops taking the calls. To go to the bathroom you have to use some of your 20 min break to use the bathroom.  supervisors are paid more and therefore can do more on difficult calls (such as hang up on a call) when that time came though the supervisors would wait so they did not have to take calls in hopes that the caller would hang up or just say to fill a form out which did nothing at all, it was more just for show.  If you get sick you can get a doctor's note, but you still get pointed 1 point for the day because you were gone. The few good things about the job are they have a 24 point system and that you can leave for the day if the stress is just too much the weather is bad or an emergency comes up and you can make the points up by working a Saturday or working overtime. Winter it slows down a little bit and you get an hour lunch also rto which while you do not get paid for leaving for the day you can leave early,  pto is good and is often approved, also you do get holidays off such as Christmas and thanksgiving as well as saturday and sundays. Part time is also an option if full time just will not work.  You can work from home but only if you have good internet connection and speeds, if not you have to either upgrade your plan or have to stay working in office.  The benefits are good and you do get incentives if you do a good job Durning the year. However, you only get 50 cent raise after you are a fully trained op.  if anything, one call is a paycheck and a job is a job however i do not suggest staying long term it is not worth it, the stress and rude callers are just not worth it. 

I was employed for less than 2 months and it was the most uncomfortable position I have ever had.

It was a very small call center, the other employees were nice and easy to work with, all of them really tried to help each other. 

At the time I took the position I was less concerned about hourly wages (which was good, because the hourly rate is the lowest I have seen for a call center) and more concerned that I would be working  with nice people and really expressed this during my interview.

I had worked for 1 other call center prior to this one and was familiar with customary call center procedures, calls monitored, rated, failed or passed, as well as very strict attendance procedures, but in my opinion both the monitoring and attendance procedures were extremely severe.  

I felt like the monitoring and recording of all calls was excessive and went beyond what was necessary to ensure quality calls. I was told at one point that I could no longer ask  other employees for assistance, my questions had to be directed to the supervisor by phone call only. 

I felt very micro-managed and am just use to more professionalism from supervisors than what I encountered there.. Within the first few days I overheard conversations regarding myself making me wonder why I was even hired in the first place. In the short time I was there each day just become more and more uncomfortable, I had difficulty training, and was afraid of making mistakes.  I have been employed for over 35 years and have never had a confrontation with a supervisor nor have I ever been reprimanded. So I was really caught off guard when an event which ended with management telling me they would not tolerate my disrespect. I resigned a few days after.

Aside from the culture feeling very oppressive and outdated, there was no vacation days or sick leave and limited PTO.

At first the job felt wonderful, like, you feel like you are doing a job that helped people, and ensured safety. But that fades after a few weeks, because you quickly realize that the locates you are filing have only about a 50% chance of getting done properly, and soon after that you realize that the utility companies and their contracted locators are going to scapegoat the call center out for their poor work practices.
This isn't necessarily a fault of One Call Concepts, but it was a very large issue overall.

Supervising staff has a few people who seem to do everything, while the rest range from completely apathetic to unhelpful but always wandering around with a chip on their shoulder. Along with management trying to make jokes out of the fact they are overworking their staff. And calling people to yell at them for not doing three jobs at once, reviewing online tickets, calling out emergencies, and taking calls.

The tech people are mostly unhelpful, multiple people could run into an issue, just to be dismissed because "That's not how it's supposed to work".

The work life balance is fairly bad, the job is Monday thru Friday, which is a big plus, weekends off. But with constant overtime, and the fact they are constantly understaffed, means if you work mid shift or closing shift you can't go to any kind of appointments that are during normal business hours, such as medical, and some banks, and getting time off to go to those appointments is almost impossible unless you are practically dying, and even then they'll still harass you the whole time about it.

I worked there for a year. 9 in my training class. 5 months into the job only two of us were left. 10 months into the job, I was the only one left. Then I left after 12 months. This is quite normal as people are let go on a regular basis. You’ll literally notice a revolving door of people around you as time goes on, that’s if you last long. The job itself is quite easy but the callers are the biggest issue. This call center takes 811 calls for 3 states plus DC. When you’re cross trained in all four whwich will happen shortly after boarding with the company, you will dread coming into work each day. Calls come through non stop and the questions you are required to ask verbatim to the script require a lot of explaining.  Plus getting additional required info like driving directions and property/worksite location information from the caller only complicates such issues. Decent job but I would definitely look for other jobs while there. Also paid time off is extremely low. You only get about 2 hours every two weeks. 

And I forgot to mention the point system. Just about everyone gets fired for attendance. You get 24 tardy points and 24 absence points per calandra year. Is you’re late to work, you’ll get one point, if you go over you’re 20 minute break, that’s another point and if you go over your 30 minute lunch break that’s another point. You can literally get 3 tardy points in one day. And a call out equals two absence points. Just about everyone gets fired for attendance. The attendance policy is way too strict in my opinion for such a stressful job.

What is the best part of working at the company?
It's a utility locating job. Nothing more, nothing less.

What is the most stressful part about working at the company?
You will have to locate entire neighborhoods by yourself as well as keep up with your daily routine locates. There is no teamwork at the job. Also, they will retaliate against you if you find a better job. They withheld my last paycheck for nearly a month despite me leaving two days before payday. The deducted numerous unwarranted fees from my coworkers' paycheck when he left. The pay scale is highly unfair. They will hire people in with no experience at more than people who have been working there for years. They practice favoritism in workloads as well as pay. And the list goes on. If you like locating, work there, but if you value fair pay and equal treatment across the board with opportunities for advancement, this is not the job for you. 

What is the work environment and culture like at the company?
👎 The work environment is cool. You'll be outside. The culture of the company is lacking at best.

What is a typical day like for you at the company?
It's cool. You work at your pace, but if you need help or run into an issue, you're on your own. There is no teamwork and the manager is lazy to say the least.

On the 2nd day of employment, I went to a supervisor with an intent to inquire on further learning material, expressing queasiness and concern for not understanding material as quickly as preferred, and she suddenly directed for us to go into the GM's office. Almost immediately the GM stated "this might not work out" and remarked about me looking at my phone for a brief 10 seconds to see if an email had came through for later review while the worker I was listening to took a short break. I later came to the conclusion that the drastic change in demeanor was based on (non-offensive) tattoos I have on my arms, as I had not worn short sleeves the day before. It was an immediate red flag. I was rather surprised. It was either this possible discrimination or EXTREME micro-management. It's a $12/hr job acting like a $20/hr job. While the work itself is crucial for the related field, I chose to leave the company at this moment as I felt disrespected and confused as to their demeanor. No one should be treated like a child when they are an adult who acts as an adult.

The job itself is easy. Read a script and everything you don’t have memorized is written on the screen. You can practically teach yourself, which is what you’ll be doing. They give you a few weeks of training at the office and then in order to get out of review you must get 50 consecutive correct tickets in each of the 19 different states we take calls for. It is mandatory overtime during the busy season which is as long as it is warm enough to dig outside. They say you only have to give what you can and you can take breaks, but they will press you hard for hours.  The overall workload is not bad at all. It can get really busy sometimes but other times you’ll be sitting there twiddling your thumbs. The managers are easy going most of the time, but they will get on you if they need to.  The hardest part of the job is trying to remember everything, all you have to do is remember that we’re humans. The management knows you’re going to forget everything they taught you so that’s why they provide you with all the materials to help yourself. Plus it’s hard to keep track because the rules change so often, and a lot of the times you won’t even know until you’re getting incorrect tickets.

First they tell you you will work between the hours of 7-6 and even give you a schedule; you will actually work 7-6. They are unorganized rules change ever 5 minutes. Management does not know how to talk to you in a professional manner. If their customers call in screaming, yelling, call you vulgar names you must keep that friendly helpful tone - otherwise you are automatically fired. No matter how the conversation begins or ends during a difficult call, you are unable to defend yourself regardless of what the caller calls you. They have a high turn over rate and I see why b/c they are unprofessional. I was told by the manager in so many words clients come first b/c they pay the bills but they fail to realize if the csr quit how can you make money and you should Value them too. Ive had callers them me I was the best csr b/c others are rude and won’t let them talk and they are not helpful. Ive fixed so many tickets b/c other csr were not listening but they show favoritism. Don’t walk away run away from this company. They only hire through temp company asphire or corporate brokers 

I have worked at this company for over 5 years and not only have a grown in the company, but i have grown as a person. This company has helped me in my home life and in my work life to feel like an important member of society, and the workplace is like a family. The management is chock full of great fun people who genuinely care about you and give you opportunity to learn from your mistakes and grow within the company. The benefits here are unmatched by majority, and the schedule is consistent. There are busy times and slow times, but usually opportunity for bonus money and overtime. I personally have traveled to new states i've never been on behalf of the company and they put me in nice hotels and feed me and everything and i've had some of the best experiences of my life here. There might be some people posting negative reviews about this place, but this company really gives you back what you put into it! 

a typical day at work would be handling high call volume request , reviewing and processing online tickets & also calling out emergency tickets. 
I have learned how to handle a high volume work place, & deal with things in a timely manner.
management was great everyone is always so very helpful & doing whatever they needed to do to make sure everyone was understanding and handling things how they should be.
we have a very great group at one call concepts my co workers are all great amazing people with wonderful attitudes such a good vibe from the whole office.
the hardest part of this job would have to be in my opinion the mapping for the excavation untill you get the hang of the map & how do handle & map things out that may not actual be visible. once you get the hang of it its very easy.
the most enjoyable part of this job is being able to hear the satisfaction in my caller's voices when our phone call is ending, nothing better then knowing you did your job the correct way to make our caller's experience wonderful.

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