call center representative

customer service representative

sales representative

inbound sales representative

customer support representative

OneTouch Direct

One Touch Direct is not a place where you can grow.They constantly are hiring people and letting people go.They tell you that the position your applying for is "customer service",but as you continue to work there they tell you that your purpose is to sale,not customer service. They want you to resolve any issues with the customer but you have 9 minutes to do it and if you don't they then start rushing you off the phone and the supervisor/manager/team lead yell at you on the floor while your on the phone with the customer and most the time the customer's can hear it and get upset. The overall establishment is NOT professional. This is a job you can have for a few months while your looking for a better one. If you don't meet you sales quote each month,then start looking for another position because you wont be there for long. 95% of the time trainees end up leaving or getting fired before they can work on the floor by themselves. They state that they will coach you to help you become better where your not so good at,but that never happens no one coaches you to become a better agent. If your numbers aren't on point everyday they send you home early (before your shift ends) and that starts to effect your money. They tell you that there is "unlimited over time" which there is,BUT again if all your numbers aren't on point they send you home. When I mean numbers, I mean being on the call to long (length of being on the phone is 9 minutes,not a minute longer), haven't gotten a sale in 1 or 2 hours,you transferring a customer to the correct dept. (if you transfer to many customers to the right dept. you get sent home early),you actually able to resolve the customer's issue at hand...etc. This is a place you have to be careful with. I wouldn't recommend it unless, you need something for like 3-4 months.Also, if there are no calls they send you on breaks and lunches that come out of YOUR pay. You get 2 15 minute breaks,but the company only pays for 5 minutes of those breaks,so the other 10 minutes is coming off your check and lunch isn't paid for either.If the system goes down for 2 or 3 hours,they tell you to go to lunch and you wont get paid for the time your out,you know like 2 or 3 hours.So then you either have to stay another 2 or 3 hours to make up for it or come in on your day off to make it up.But that's if you don't get sent home early for your stats not being on point.

One of the most unprofessional companies I ever worked for. 

Its very loud for a call center with constant shouting, cheering, clapping and bell ringing while employees make phone calls (they don't intend to change this at all). They often make multiple efforts to improve company morale but then tighten the reigns as soon as the morale boost causes employees to relax. Theres constant helicoptering and reminders anytime someone goes 2 minutes or more without making a phone call. Even using the bathroom annoys them if you're in there for more than 3 minutes. They only allow you one 10 minute break and a 30-1 hour lunch for an 8 hour work day, and often force you to take breaks and/or lunches at any time if the work floor isn't balanced, and they'll write you up for being SECONDS over those break periods multiple times within the grace period.

Additionally to how sensitive they are on time, the systems they use to record employee time hardly work. They use 2 whole systems for employees to fully clock in (which often messes up payroll if not clocked in and out correctly). The Second system often crashes and needs to constantly be refreshed (also messing up payroll.) And the main systems you need to even do the sales part of your job hardly ever open the first 3-5 times you attempt to. Despite constant complaint as to how these systems CONSTANTLY ruin sales, no efforts are made to fix them.

Additionally to lack of response to employee feedback, this company is the definition of hypocrisy. They only have one full time supervisor for over 100+ employees and they're still actively hiring. This supervisor is extremely rude, blunt, and talks to employees with attitude instead of professionalism. Despite constant complaints from multiple employees, they've established that said supervisor is virtually immune to firing unless another supervisor is hired and trained to replace her. And the vast majority of complaints to management are responded through with long subject changing speeches, defense of the employee being complained about, and an overall misunderstanding of what the original complaint even was or how to solve it.

The only good things about this job are that the coworkers have nice personalities when they aren't complaining about you behind your back.

When I first started One Touch I had an amazing trainer. The best teacher you could have. It's 4 weeks of training. In order to keep working at one touch you have to pass all test before you are put into nesting (which is when you're out on the floor but still in training and have your team leaders and supervisor to help if needed.) During nesting, i had a team-leader who sexually harassed me and had two witnesses that proved it and had written statements. My training teacher did her best to help me resolve this issue. I was told that H&R would have him fired but he was just demoted. At first working there the pay is great you have amazing supervisors who want nothing but the best for you and will do everything they can to help you but you have to want it and have to meet them half way. After a while they withhold your commission. Eventually everyone clocked in late due to there being no seats because majority of the people there after 3:30 pm where doing over time which left the 3:30 pm-12 am shift being without seats. If you aren't clocked in you lose pay. They say they will "adjust" the times for you but they don't. If you are going to work at One Touch don't accept the job if you can not handle all the responsibilities that come with it i.e sales rep, retention rep, level one financial aid, level one tech support, transfers, memorizing all the department numbers, online navigation, pitching, email domains, etc. If trained properly the job is not hard frustrating but not hard. You have to have patience with the customers no matter how much they threaten and use foul language. Only good thing about One Touch is there ARE supervisors who do their job correctly and enjoy their job, you do meet and get close with team memebers. They do whats best for you as a team and individual. They do alot of reviewing with you to show you where you went wrong and what you can do to improve. You do get to do potlucks. One Touch was actually sued for withholding commission and failure to compensate for the loss of pay from the seating arrangements.

I worked at otd for 8 years out of loyalty..I had to try to use MY pto when the calendar opened at least 2-3 months in advance,  to only be told that there’s no more open time off slots, Really sure way to make you loose it because at the end of the year if you have  40+ you loose anything over the 40 all to be told yea the calendar is full 🤷🏾‍♀️ . I stayed because they are seat fillers so if you come they get paid so there very laid back in that aspect. But you must be in good with the managers and supervisors because non of them are professionals. And unfortunately with this company it is who you know. And yea if you happen to get on one of there bad side FIRED . They will look for anything. There’s no paid lunch at least in the department for shared agents. That’s the department you do multiple programs . You are tech support, customer service agent , heck you might even need to step in for the sups because they don’t know Anything. Oh and yea you can’t have your phone out and or I the building because that’s grounds for immediate termination. But yet again that depends on what sup is on duty. And last but not least no raises maybe I worked there and only got 2 raises .  I accepted they mess because I needed a flexible JOB. But I will not recommend anyone to work there. They loose a lot of contracts and they cut hours . So if your  banking on making a few extra coins there’s the door because you can not work over 38 hours. But salary mangers keep there pay rather they work 38 or 4 hours they gone get there coins . The poor hourly 👎🏾 .. If your trying to get work experience 👍🏾 But get you your 6 months and leave. Oh and yea the supervisors or cool you can get a lot out of them . I was told I was to intellectual and I intimidate the managers and that I need to dumb myself down . Yea that part . And yet again I stayed . DONT do that . Get your experience and keep going. You will have to train yourself they don’t teach very well . And the employees are the people that will help get you by.  You will have to give yourself a lot of pep talk but 6 months and that’s it . They will fire you if you get on there bad side . ✌🏾

Okay, I'm going to say this in this nicest way I can possibly say it. If you are a person who is goal oriented and looking for something more in life then "SMILING AND DIALING" as they say! PLEASE DONT WORK HERE!!!! If you are a person who is looking for something temporary, please don't work here! It is not worth the headache. If you like UNPROFESSIONALISM, SCHEMES & A DYSFUCNTIONAL ENVIRONMENT, by all means this is your lucky place! The managers and supervisors are very unprofessional. They never help you with anything. They always claim they are busy! You can ask for help and they will claim like they are so busy! Which they are NOT! Next thing you know you look up they are up talking and socializing with others about un work related topics ! They are very lazy, immature and don't take there job serious. They do not care about your paycheck, hours, commission or any errors that can affect your pay! You ask one person for help they send you to somebody else and that somebody else send you elsewhere! They dont have adequate training and they definitely need to find them a new set of supervisors. There is one who is the best supervisor there ! He helps you even if you're not on his team! He cares a lot, I can say that! Too much gossiping ... It's just a mess in there ! I'm sorry the pay is not worth the time. You can get paid the same or even more somewhere else and still remain to keep your sanity cause this place will literally make you loose it ! They scream customer service but don't even care about them. They care about the sales and oh yeah don't let me leave this out. They stay running out of leads (phone calls to make; basically what the company runs on) meaning no leads no hours so be prepared to get sent home! They show a lot of favoritism there as well. It's like a big high school with a bunch of young minded adults ! They can't even afford to keep a maintence team ! Smh

Day to day agents are expected to meet or exceed daily performance metrics.

You will learn not meeting or exceeding performance metrics will lead to unfruitful repetitive coaching or performance improvement plans with no leaders able to give specific instruction on how to exceed performance metrics or demonstrate the ability themselves.

Most managers are bobble heads to their leadership and do as they are told and not able to provide meaningful solutions to everyday challenges.  Many of the managers here have acquired their current positions not because of how awesome they were as entry level employees, but their strong desire to leave a demanding sales position.

Workplace culture is a mixture of people trying to be positive and people just trying to get by.  Performance, metrics, conversions, qa, and attendance is the daily atmosphere, mixed with small incentives to distract you from the monotony.

Hardest part of the job is: no yearly merit based increases based upon performance, healthcare benefits offered by the company are trash, 2 paid holidays per year, pto accruals do not offer sufficient time off, if you exceed expectations hoping to have your incentive based pay match; leadership will restructure incentive based pay so that you walk away with less.

The most enjoyable part of this job is when you resign knowing you actually found something better for your long term future.


This was a very interesting job I had one point in my life. The only reason I left this place was because somehow I always got sick and I don’t know if it was because of the stress I got the flu numerous times and I also suffer from chronic migraine since working at that place. My hours for this job we’re not that great I would go in to work at around 6 o’clock or 7 o’clock and be out by midnight or 1 o’clock in the morning sometimes even 2 o’clock in the morning.I love that I got to be on the phones and help customers with their needs. The only thing I did not like about this job was that if we were on the phone for too long trying to help a customer with a problem the managers would be yelling at us that we needed to get them off the phone.  If not they were going to turn our phones off and we were going to have to go home after the phone call ended. The commission I don’t know how it works because I wasn’t allowed to receive commission until after my three months but I made a lot of sales within the three months that I worked there. Another thing that I did not like was the list. It was green,yellow and red. It was posted in the middle of the room for all to see. If your name/ employer number was in green it means  that all your statuses were up-to-date your sales were good and your call transfers were very low. If your name was on the yellow list that means that you needed to improve or you could potentially lose your job. If you were on the red list it meant that you were going to either get fired soon or seeing as how close you were to the yellow it would mean that they would probably give you another chance for improvement.

Vision and Purpose: A clear, compelling vision and purpose give direction and motivate employees. A great company knows why it exists beyond making a profit and communicates this effectively.

Strong Leadership: Effective leaders inspire, guide, and support their teams. They foster a positive company culture, make strategic decisions, and lead by example.

Employee Engagement: Valuing employees and creating a supportive work environment is crucial. Offering professional growth opportunities, recognizing achievements, and maintaining open communication contribute to high engagement and satisfaction.

Innovation: Continuously seeking and embracing new ideas, technologies, and processes helps a company stay competitive and relevant in a changing market.

Customer Focus: Understanding and meeting customer needs is essential. A great company prioritizes customer satisfaction, gathers feedback, and strives to exceed expectations.

Ethics and Integrity: Upholding high ethical standards builds trust with customers, employees, and partners. Integrity in business practices fosters long-term success and reputation.

Adaptability: The ability to respond to market changes, challenges, and opportunities with agility ensures a company remains resilient and forward-thinking.

Quality Products or Services: Delivering high-quality products or services that meet or exceed expectations is fundamental to a company’s success and reputation.

Financial Health: Effective management of financial resources, including budgeting, investing, and cost control, is vital for sustainability and growth.

This place is great for those that just need "something".  However, a long term option or investment is not in the cards for anybody, unless you've been with the company for over 3 years already.  

The representative pay is ok at best.  You can get the same hourly working at a fast food restaurant.  The commission structure changed 4 times in the year that I have been here.  But the structure changing is not the problem, the payout and the consistency of the payout is.

Supervisor pay is absolutely terrible.  The bonus goes off of the commission PAID, and one of the programs in the company have a horrible time paying anybody out on time, or even correctly.   

They are quick to incentivize the agents, and even quicker to go back on their word about the incentive.  

Operations/Executives play CLEAR favorites.  If they do not like you it does not matter how good you are or how much money you make the company, they will let you go over the most random situations.

Truth be told, this only applies to ONE of the Lines of Businesses OneTouch has.  If you apply and land T-Mobile or Verizon, consider yourself blessed.  But if you land AT&T and are not a fan of  poor upper management, constant changes without word being passed properly, lack of support because EVERYONE needs support all the time, being accused of things that have nothing to do with you, high school drama, picking and choosing who to reprimand and who not to based off relationship, or just simply not getting paid your just due? then RUN

In regards to the San Antonio, tx call center. You will start your job not knowing what exactly your going to be doing. Towards the last week of a 3 week training your finally informed that you will be working a sales position. Your promised insentives per sale but never told what the insentive is or when they are going to be implemented. They never really train you in the system itself instead your forced to improvise. The call center itself is ran by two individuals zack cooper and his father that ran a previous call center at the same location called calling solutions which also failed miserably. They never rearranged the office matter fact it's left in a worse condition then it was previously. The floors are worn out the cubicles are falling apart, there is not a chair on the calling floor that is not missing an arm. The computers are outdated. Personally I worked there for 5 months and they never got my systems to work so I was forced to do other jobs that my supervisor was supposed to do. If your looking for a place that will fire you because they can't figure their own stuff out then this is place for you. They only give you one ten minute break for an 8 hour shift, and if you used the restroom you are informed to clock out because they will not pay your for the time frames that you may need to use the restroom.

Top Job Titles	Average Salary
Call center representative 38 salaries reported	$55,395 per year
Customer service representative 4 salaries reported	$18.69 per hour
Sales representative 1 salary reported	$15.00 per hour
Inbound sales representative 31 salaries reported	$46,532 per year
Customer support representative 1 salary reported	$13.00 per hour

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