customer service representative

brand ambassador

Omni Interactions, Inc.

There is honestly nothing good to say about Omni interactions.   This is long, but this is a day to day description about the absolute mismanagement from this company.   Right from the start you will already know that this place is completely mismanaged.   First your interview process utilizes many outside applications.   Many times they glitch and don't work.   There is nobody to reach out to for help or clarification.   Only an aneail address that utilizes the same scripted material of about 1 or 2 sentences that are of no help days later,  sometimes with the programs already being closed where the issue can no longer be resolved.   Then if your lucky enough to navigate through that process, you get to go through "training".   "Training consists of getting you logged into the programs that you need to have access to in order to work.   This was supposed to be done on tech day,  but they drop the ball on that so for the next week of unpaid training you sit there waiting for for the help desk to get back to you,  which most of the time they would give you another number to call to a totally different company and you would have to figure it out yourself. While all of this is happening you receive about a days worth of poor quality training and then will have to start taking calls yourself.   You have to have a certain number of calls to "pass"  into production.   It also might be worth noting that my "training was also unpaid,  but some programs off a bonus after training is completed.   I'm also baffled that Omni interactions that Omni interaction was able to keep their client after sending putting contractors on the phones with zero training and little help during calls for a financial institutes dealing with government funds and people's money.   (Your only help is via teams where you have to type in a question and wait for someone to get back to you.   Many times these questions went Unanswered while or or or answered as if you should know what your doing if you had proper training) Sometimes responses could take up to five minutes while your calls are not allowed to go beyond 350 seconds,  with an accuracy rate of 95%,and 2 minut hold time.   You would be penalizes for your managers in adequecy and inability to respond in a timely manner with helpful information.   Then if you make it passed that point you deal with ever changing policies,  changes from the client,  constant problems logging into your program,  putting in tickets and waiting for it to give no no help full solution.   On my program we had 5 different operations we needed to log into.   All with different log in procedures that were consistently down to no fault of your own.   If you could not log into all 5 you could not work.   But they would still force you to maintain 95% adherence to your hours.   Many time mismanagement and over saturation of gbas you would be forced off of phones if call volume dropped.   Even if you had a scheduled shift,  management would not let you honor those hours.   Always blaming the "client".   To me if you were lucky enough to schedule hours. (many time leadership will oversaturate gbas when there are not enough hours to properly distribute to everybody),  but still be required to work a minimum of the contracted hours you agreed to).   In my opinion,  the client should honor the hours distributed for the week and reevaluate the hours for the next wee,  and make sure the program is not oversaturated with gbas.   Many times I witnessed a new set of gbas come through training believing there were hours available for the,  (mind you unpaid training where some people not only invested time but paid for childcare) but had no hours available to them right from the start.  Omni will respond to this and remind you that you are a 1099 and hours are never guaranteed,  and if that's what your looking for you should find a w2 job.   I call bs in that.   Omni has a responsibility to work with their client properly and know how many people to hire according to how many hours the client needs.   Understandably,  those needs occasionally Chang,  and will need to be addressed for the future,  but should not be allowed to change day to day removing people's hours that they have already provided.   That is a breach of their contract with the gba.   Then let's talk about how you get hours.  Every Monday at 8am est hours are supposed to "drop".  You must be on at exactly that time to have a prayer to receive any as it's the hunger games for them.   I am in central time so I had to be sigen in ready to fight at 6:55 am.   Many times Omni/humanity  would fail and hours would not be released.   You would sit there frantically refreshing your screen and waiting for answers from leadership as to what's going on.   Most of the time with radio silence from them.   I once sat there for 45 minutes refreshing waiting for leadership to address the issue.   Most of the time saying they Don know what's going on,  that another department deals with hours dropping and we need to wait for them to respond.   Now many people at that time had to start their shift,  get kids to school etc.  Without having a resolution and not receiving hours for the week.   Or the account manager would think it would be a good idea to the hours from the lucky ones who did receive them without ample warning and make you fight for them all over again.   This happened at least three times  in my project.   If you decide to proceed knowing all of this good luck and godspeed!   Your going to need it! 

Love working from home, have done it for almost 6 years, decided to take the plunge and "work for myself" with Omni.  Bad Choice.  
The training seemed so intense (unpaid as well) and in reality they did not "teach" us anything that would be useful in the real job. Worried more about modules of things we would never use than about HOW we should handle calls and the clients.  It really was a joke.  They promised an incentive, 99% of the people still left after training earned that incentive by hard work and after class hours to prep for the modules to be done.  They sent out mass letters telling us we did not meet the criteria for the incentive, then after 12 hours of non-stop emails and follow ups we received another letter that basically said, OOPS our bad, you earned it and you will get that incentive the following week.  2 promised "incentives" none paid as scheduled or on time, ridiculous to anyone that depends on earnings!! Don't do it.  The trainer must have been very new, did not have a clue what they were doing, finally on the final days of nesting we had a real leader step up and HELP us learn.  My group learned more in 3 hours with the new lead than the prior UNPAID 3 weeks of ridiculousness.  Don't do it.  You are thrown into groups with SME's to assist you and I truly felt awful for them, they were bombarded non-stop with the most basic of questions from start to finish and they truly did assist as best they were able, the entire system is set up to fail not thrive.
You are not respected in your huddle meetings if you have any question as to how things work, you are hushed up and left to figure things out on your own, HUGE new agent group with no clue what we were supposed to do, where to go, how to get help, we did not even know how to log onto the phone to take a call AFTER training was complete!! DON'T DO IT.  Repeatedly we were told there will be plenty of hours for everyone, really?????? Not the case at all.  Don't do it.  Hours/shifts would drop and within 5 minutes there were no available hours to schedule, we were told minimum of 18hrs per week and never over 40 (schedule only 38.5 for a cushion not to exceed 40)  I had 7.5 hours for 1 week and all over the hours of 8am-8pm not even in sync.  The next week 15 hours, never even made it to 20 and I was repeatedly told yes, FULL-TIME. Again, not truthful.  Don't do it.
There really is no management, you have no one to assist you directly, there were no practice calls or scenarios, I am rarely overwhelmed by things, This Job (so-called job) had me in a panic, truly ridiculous.  Between miscommunications, undependable pay/incentives and conflicting information it really is not worth the "free" time you invest into your training.  Not a good experience at all and thankfully looking forward to a new REAL job at end of next month, until then, Beg for hours, rely on team members that went through the trenches with you and just try to stay kind to clients that call in expecting help and end up with a 4 hour phone call and nothing resolved.  I hope Omni takes the time and re-evaluates their training and lack of management because out of the hundreds that started the same time, maybe a quarter are left (and STILL not enough hours!) 
 

Training is chaotic. If you fall behind, you're in trouble. There was never an attempt to help make up missed training. 

"Be your own boss, make your own schedule" unless they are "overstaffed" and will take hours off your schedule with zero notice.

Constantly troubleshooting their terrible system. When you're offline fixing their buggy system, you're not getting paid. The system is very buggy, constantly crashing and adds stress to a relatively easy job.

IT department always seemed overwhelmed and could never give the help you need.

Inconsistent evaluations. Some weeks you will score 100/100 and other weeks you will score 80/100 despite never changing the way you answer calls and help customers. You're asked to respond to your evaluation but I doubt they even read those. Any questions you have about your score will be ignored.

Bad communication. You're never informed of when things have changed. You just have to be lucky and see it in your team's group chat. They give you a company email but nothing of value is ever sent there. All important information is shared informally in your team's group chat or the general chat. 
The job is project based. You work a temporary project but they never tell you when the project ends so you can't plan your next gig. You will get conflicting reports from supervisors as to when the project's end date is. Many people in my project were let go without notice as well so even if the project isn't over, it may be over for you at any minute.

You never know who your supervisor really is which makes things very difficult. God forbid you go to the bathroom for 30 seconds without coming back to your computer with multiple messages asking where you are. You make your schedule in 30 minute increments. I was told during training to give myself a 30 minute window during a shift for bathroom breaks. I'm sorry, but it doesn't take me 30 minutes to go to the bathroom.

I had an incident where I was in the middle of a call with a customer and  out of nowhere a supervisor was in my ear, yelling at me that I wasn't doing my job right. So I put the customer on hold and while the supervisor was waiting to give me "advice" they had forgotten to mute their microphone and I could hear them telling another supervisor how stupid I was. I had just started working there and was not able to properly make up training I had missed. I almost quit right then and there and I probably should have. It is one of the most unprofessional things I have ever experienced.

I heard of others not being paid on time/at all but I was always paid in full on time.

    For the longest, I did not want to admit to what I have seen and most others see in this company however I'm going on 2 years working for this company and I must speak my truth!  They are a decent company but they have several flaws and I am just tired of it all.  If you are looking for full-time work good luck during the downtimes. When it's busy they expect you to be flexible, show up and show out.  They constantly bring on new agents and then reduce the hours with no notice once it becomes slow. This has happened countless times on the project I work on.   So when it's slow you are pretty much disposable....beware.  You will either be forced to log out early or fight for shifts between other agents.  There is usually little to no notice when these changes happen so for those that attempt to depend on this company as a primary source of income you may want to let that sink in.  I wish this information was made clear during training.   I believe they should provide some type of incentive to keep the people around who are tenured and have been loyal to this company but they don't do that at all. I have given my all to Omni and it truly feels like for nothing.  It hurts.  For me, it's the way they handle these situations. I won't sit around and continue to be blindsided because this is my life and livelihood.  
        Management is interesting.  I get the feeling most of them are only there for a check and could care less about what we go thru as ag  Favoritism is not much of a thing and that's good.    Both of my training experiences felt like a waste of time.  They were rushed with most of the time focused on modules and getting into the systems.  Nothing hands on which is crazy to me because some people including myself are visual learners.  During training, the facilitator and helper were unable to log into the most important system and said they hadn't logged into that system in a long time. So why are you facilitating if you are unable to log into a crucial system for the class to see?  It made no sense!

   I will say the most enjoyable part of the job is the ability to schedule my own hours when they are available. It's truly what has kept me around so long despite all the negatives.  The pay is good and they pay weekly which I love!  It's also a great thing to help people and become better at helping people. The performance goals we are expected to be at are high but it keeps us on our toes. It keeps us doing what we are supposed to be doing. 

First, weeks of unpaid training time were required for servicing a client (this is standard for most independent contracting), however there were little to no hours available upon completion. Subsequent weeks were hit and miss. Essentially selecting hours became a feeding frenzy when times were posted to craft your schedule. Basically you were lucky to grab what you could within a matter of minutes. This is due to far more contractors than is needed being brought on and there simply not being enough hours to go around. DO NOT count on this for full time work. 
If after all that, you do decide to contract with them, make sure you can roll with a free range feel. There is help from people, but it's limited and you're required to find info yourself. This can take time and be frustrating. I didn't need a lot of hand holding, but if you feel like you need that more to get and be comfortable (and that's ok!), this is not the place for you.
Finally, I was bumped up to dealing with more complex calls including getting transferred irate individuals WITHOUT THIS BEING DISCUSSED WITH ME FIRST. Not one person reached out to me to advise me why and what to expect, I just started getting far more complex clientele and transferred angry people. When I reached out to a project manager, I explained I could handle the work and actually enjoyed it, however I wasn't made aware of the transition or even asked if it was something I wanted to do and that upon looking at my pay rate, I was still being paid the same as my previous agent position. Instead of discussing the error and adding in additional pay, I was told I could be bumped back down and that additional pay for what I was doing wasn't a thing. Stunned, I declined and parted ways promptly.
Overall, my experience with the tax company I took calls for was genuinely enjoyable. I loved working with the customers I assisted. That said, my experience with Omni itself was frustrating. I'd strongly caution anyone thinking of moving forward with them. 

The flexibility is a plus you can schedule your hours how you want that's the only thing I can say positive about my experiences. Everything seemed okay at first, however, there is lack of experience people who is trained, everyone who knows taxes know there should always be a Tax Professional to answer certain question, if you transfer too much they send you an email. Doing this job I learned there are some many issues with the Turbo Tax product and their were a lot of unhappy customer. I work as an Underwriter for my first job and wanted to do this just to get extra money for my big family vacation. I received my pay everything Thursday the last two weeks I couldn't believe what Omni/Turbo Tax did with my pay. For the week of 4/8/24-4/14/24 you was supposed to get paid $19 per hour. Well you don't when you get your check for that week they find a way not to pay you that money it's all based on how they feel you worked that was a Big deception and for Peak Day the 15th you were supposed to be paid $25 per hour as long as you work 7 hour or more. Omni/Turbo Tax haven't paid me at all for those two days I work and I took PTO from my first job just to make sure I work that day. I worked 8 hours Peak Day and 4 the day after. I have called and email to find why haven't they paid me. It looks like once the contract is over they find a way not to pay you for your last days because you're unable to get in touch with someone. IF YOU WORK FOR OMNI DON'T WORK FOR TURBO TAX IT IS NOT WHAT YOU THINK THEY CHANGE YOUR PAY FOR PEAK WEEK AND PEAK DAY AND IF YOU ARE LIKE ME THEY HAVEN'T PAID ME FOR MY LAST TWO DAYS WHICH EVERYONE WAS SUPPOSED TO RECIEVE $40 PER HOUR BECASUE EVERYONE WAS ON CALLS

I want to start this review by stating this was not my first remote position or customer service position. However, this was the worst remote setup I’ve dealt with. The amount of tech issues this company has is shameful for a remote company. I’m sorry but it’s inexcusable. If the base of your business runs off technology, you need to invest in a great infrastructure. My first experience with Omni the tech issues were so bad half of the class (including me) was locked out of the system we needed to train for 4 days and training was only a week. Needless I had to drop out of it because I did not have enough time to complete the certification and it was a short 2 week Gig. The second time I certified with Omni there was also major tech issues in my class but I was able to first certification and start working. Great or so I thought. Once we went live into the company’s system the VPN would either not let you in or kick you out in the middle of a call. This happened every 20 mins sometimes and yet I got in trouble for not adhering to my attendance even though this was a known issue all of the contractors were experiencing. There was also issues with the system we were using to book rides for people and this so much stress contractors literally crying and begged for help and nothing from support (the company’s actual w2 employees) for almost an hour. 


The saddest part about it was I really really enjoyed my job when everything worked properly. I got a chance to help people get rides to and from important appointments. I received praises from customers for my time and patience staying with them until the issues were fixed. However, I did leave my contract early from the stress of the tech issues and its impact on my job performance. After that they kicked off the Omni platform. If you want to stay here for awhile you have to not care about not being able to fully do your job if there’s a tech issue. 

Contracts with Omni can be awesome or horrible depending on what you're doing. Every contract is different and has different expectations, so there's no way to know what you'll get until you start.

What I can say is consistent across all contracts I've worked for Omni so far is that you're only going to succeed if you can train and manage yourself. Every contract I've worked has had some of the worst training I've experienced across my entire working life. You'll get to your final "huddle" minutes before you officially start working, and will be asked about a ton of things you've never been shown or taught, and the only response you get is "sorry, we don't have time to teach you. You're starting now." Help during your actual work is nonexistent as well, with a handful of "supervisors" on shift to answer questions, but 9 times out of 10 they'll answer something completely different from what you asked or will literally tell you to perform the steps that you said didn't work when you asked your question, and then wont respond again because your question has been "answered" as far as they're concerned. That's if you get an answer at all and aren't just left with a customer on hold for 10 minutes from the beginning.

On the plus side with Omni, you'll never find a better work life balance. You make your own schedule down to the hour, and can change or drop shifts as needed. As long as you work the hours you're actually scheduled each day, you have complete freedom in your work life.

What it ultimately comes down to: if you're the kind of person that doesn't want a lot of instruction and aren't afraid to fake it until you make it, teaching yourself live on the phone with customers, then you'll be fine and you can't beat the flexibility. If you're the kind of person that is going to want someone else to fall back on and ask questions, or you learn better by being shown how to do something, you're going to be set up for failure from the beginning.

This is Contract work: 
I treat it as my business and I use the tools and resources that are plentiful and readily available, just click and READ. There are some folks you can reach out to if the situation is a "one off" and you need a second opinion but they are not there to run your business for you. There is also a chat/forum but instead of waiting for an answer, I just type a keyword on the search field and it will populate ALL of the previous chats related to my question/topic.
Omni also has a peer-to-peer system on the chat where other GBAs are always happy to jump in and help you out. I check this chat when  I'm not busy, on or off of contracted hours to keep up on the latest updates/procedures that affect my business. 

Contract work with Omni gives me the flexibity to work MY own hours. I don't have to explain myself or get "permission" when I need time to handle my personal, family or other business and no one brings up how many days I've taken off.  I'm home so if I see a few hours posted and I feel like it, I sit at my desk and no one cares that I didn't schedule hours all day just to loaf around the pool or see my g'grands balet class. Shifts are available 24/7 you just have to stay nimble. 
The pay is not bad for the work and the company culture is good, everyone is very respectful and courteous.

And yes, there's been times when I could only pick up 8-12 hours but I keep checking and I end up with a decent amount of hours. Then there are weeks where I pick up 38 hours at once but it always averages out. IT'S CONTRACT WORK.
You can pickup or drop shifts at will.

Now, if you're looking for a JOB with all the associated benefits, that pays reasonably well and let's you work when you want to and not work when you don't,  please tag me when you find it.
For now, actually for the last 28 months working with OMNI, Im good!

This is a good company that can be great. Unpaid Training is self-paced 1.5 wks online. After training you do not get to shadow with another GBA....You are kicked out of the nest to fly solo.  Help in the 1st 2 weeks is by Team chats and resources online , then to escalation. After that, it will be difficult to get help as there are too many employees and insufficient Supervisors, Tech. 1st pay is 2 weeks then you will get paid weekly @ 14 per hour rate (not minute). When you are offline, having 1:1 supervision or off the phones you will not get paid. Pay rate of $18/hr comes in after working 18 hrs/wk. To be successful, stay on phone with customers (do not put them on hold)hold time is 2min then you have to tag customer again before using resources (they have many could use google as long it is coming from company or legit sources). Do your own homework and study on downtime. Search teams chat for questions / scenarios already posted, make up an accessible bookmark for FAQ for yourself. Ask customers what they already did to trouble shoot and have a basic plan of questioning to save time: verify their creds 1st, ask what they are trying to do, Study your company fees and how they affect product purchases - peeps are esp. sensitive with the state of U.S. economy nowadays.
Be ready and save purchasing receipts and screenshots for home business. You will have to prepare taxes for Colorado (Omni HQ) and your home state since you will be an Independent Contractor.  This job stipulates that you work from home as means of employment with them( if you don't live in Colorado).  IRS will allow expenses for your business...computers, monitors, table, work space, Internet, cellphones and data, etc. so save your receipts.  Good luck with this gig.

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