customer service representative

customer experience specialist

zone manager

customer support representative

operations supervisor

Percepta

Got hired to work from home during covid. Equipment was provided to you at the office and you get paid for picking it up/setting up on your first day. The trainer was amazing and accommodating. However once we began to work normal shifts things began breaking down. Policies changed from what we learned in training that affected our QA scores and we wouldn't get told until after we got marked for it. One week it would be 'A' policy, then switch to 'B' policy, then back to 'A' policy, then suddenly 'D' policy. We were really slow to start so we did all of the follow-ups and then took over old cases from previous agents. Then we got busy and wouldn't be able to do any follow-ups, which would cause old cases to pile up. Ridiculous policy that we have to call customers 5 times before we can close a case and anytime the customer answered and indicated they may want future assistant the count restarted. This causes cases to sit open for months because you'd call 4 times and the 5th call they would say to call back later, now you have to start back at 1 again (so in reality you can be calling the same customer 15+ times). The Takata team is the only team that requires 5 follow-ups, too, which is even more ridiculous. You're expected to avg 10 mins per call with 3 mins "after call" to finish case notes but because the system was constantly lagging and freezing you could not realistically meet those time goals. If you worked the system during the call it messed with the phone audio and customers wouldn't be able to hear you. The solution was to unplug your headset and plug it back in which didn't make any difference. Constant issues with the VPN and internet was drastically slowed. They kept blaming my internet even though other wired computers showed my speed at 3x the VPN connected computer, which meant it was their system having an issue. You get benefits and vacation time/PTO/sick days. They apply it whenever you call off though, even if you don't want it used, so it can be hard to save it up. Management seemed like they were supportive but in the end they're a company and only looking out for themselves not their employees. They tried to have events during holidays (dress up your pets, decorate your tree, decorate your cubicle) and metric-driven rewards (do 100 cases get x amount of points) and you could redeem points for gift cards or items. It was unorganized and took a long time for rewards to be distributed and one event they completely changed the point reward amount and how it was distributed without telling anyone. Advancing or changing teams was difficult - you had to be there a year before you could start looking to move around in the company and they started moving people to more difficult job tiers without any pay raise. I wouldn't recommend this company unless you're prepared for a lot of angry customers and unorganized management.

Typical day:
As a marketing agent, your call intake will fluctuate throughout the day depending on the call trends. Most of your duties will be to meet Quality standards and survey score metrics. there are many opportunities for advancement within Percepta, however, that advancement window will only open once you've been with the company for about a year.

What I learned:
When I first started working with Percepta I didn't know how to make small talk or general conversation with people but after my time working with them I can comfortably speak with people on just about any subject without it getting awkward.

Management:
There is definitely structure within management. typically there is a Business Operations manager, Head Team Lead, Other Team Leads, Assistant Team Lead, Subject Matter Experts, and finally agents. I had the wonderful opportunity to advance to that of a Subject matter expert. My duties entailed going into the email queue and answering questions, training agents, creating job aids, assisting other agents in the team chat, etc. 

Workplace Culture:
the workplace is fairly relaxed at Percepta only thing i didn't like was the phone policy but looking at it from a business standpoint it's understandable. You deal with a lot of confidential information and security is a top priority.

Difficulties on the Job:
I'd say the hardest thing about this job is the upset clientele and the small amounts of information we can give. It's heartbreaking to have to tell people we don't have what they are looking for. their reactions can range from understanding to a full-on one-sided yelling match. there are protocols in place for such an event but it definitely doesn't make dealing with these customers any easier. Just remember they aren't yelling specifically at you they are yelling at their situation. 

Enjoyable parts of my job:
I loved being able to not only assist customers with their needs but the ability to help other agents with questions as well. you have all of the answers you need at your fingertips and if you don't well then you just refer to their dealership or another department within the company.



As a contract employee, only took this job due to being regular employment (so I thought). After seeing internally how this company operates, I should have left sooner but stayed only to get a few financial things in order!

The department I worked in had terrible management as far as Team Leader(s); and department manager. The Team Leader(s) left work when they felt like it and; were late for team meetings (which were very few). Also, management never led by example as true leaders should do. Favoritism was the way of life in this department.

Percepta does not live up to their written values and; there is much back stabbing from management all the way down to so-called Team Leaders who make it their duty to pass the "buck" or throw someone under-the-bus to further their own politcal or personal agendas! 

As one reviewer put it plainly, " Forget any job security unless you are good at sucking up to the next level above you". I might add that if you are the type of "person" who loves to look to get others fired or wrote up, you will fit right in and get prometed to a Team Lead position!

Most of the Percepta employees are great folks but are treated horrible and receive inadequate compensation for all they have to deal with. Also, by throwing employees a piece of meat once in a is Percepta's way of obtaining employees loyalty.

I am not a former disguntled employee. I am a former employee who had an opportunity to see how this company operates, treat employees, and management practices etc.

Where to begin. No communication at all! Points off on your calls for things you were not informed of, then they threaten your job, just to give your more points off on calls for something new you didn't know of as well. Not many American/English speaking supervisors. Very little to no help at all from Supervisors. Systems also crash often causing issues for employees and customers, and being able to even resolve any issues for the customer. Very high turn over rate, and employees that are very rude or never do their jobs. It is clear this company doesn't really care about customer service, it is about money and numbers for answering calls. Customers hate the campion I work for and say we have the worst customer service ever because no is ever available or helpful at all when they are. And I agree. It doesn't matter how well you help the customer, you will get points off your call for something small or new you know nothing about, and have your job threatened every day. Very stressful and mentally draining. Lunch breaks were also supposed to be an hour but they are only 30 minutes. Also not allowed to use the restroom at all, except on your breaks, which if you're stuck on a call you're not taking those on time as well. Additionally, if their computers mess up and you have to take it in for repair/replacement, you do not get paid for having to missing any work, and they are not quick about helping you as well. Except to miss several days without pay. Not a good company at all. Dont do it. Look else where. Most people I trained with have already left. And I am looking else where as well. 

This company is a mess, started in 2020, typical call center job, training is 4 weeks, 40 hours a week. Very Stressful. Company promotes a 9-5 mindset, but after that you are on your own. Transitioned to WFH in march 2020, computer systems are a mess, constant interruptions in work throughout the day because of technical issues which drives up call volume, constantly being told to stay out of aftercall even though VPN barely works, In July 2021 they assign more work on top of your basic calls you take without any bumps in pay or even letting you know what kind of work you are doing, management is very shady and keeps in you in the dark most of the time. Job is not enjoyable, constantly being yelled at and abused by customers. Company sends out emails about mental health and medical benefits all the time yet has a stupid lottery system for taking time off. Numerous emails sent to management for help and they do not care at all. Lots of high Turnover, management is wondering what causes the turnover then they need to rethink the management policies. At the current moment they are begging for overtime for current employees. Then again what can you expect from a call center. Its a job for the time being but trust me there are better jobs out there than this one. Would be a less stressful work environment if the higher ups would understand what kind of calls agents take on a regular basis and do away with the time off policy. 

All Call Centers are alike and Percepta is no different. They need to fill chairs with warm bodies who bill their time to the end client. But here are two strikingly odd policies that left me wondering why they invest so much time and money into training new hires. First is in regard to attendance, or the word they choose..reliability. You have sick time on accrual throughout the year which you can use to cover time off, but it can also get you fired. It is not separate from unexcused absences (no call no show, lates etc.) The worst part about the policy is it is not administered consistently and across the board for everyone. I saw people walked out with half the record of others, simply because of favortism or lack of skill on the managers part. The other is every 3 months you bid on your schedule. It could be anywhere from 8-430 to 1-930. They say the bid is weighed on several factors, blah blah blah but in the end you get what you get. People who have great metrics and solid attendance sometimes are forced out due to family schedules, or just life in general. Management lacks in communication overall and falls short of being a support system for agents. My advice, there are plenty of call center fish in the sea in this area, I am shopping around and I believe for once, that the grass will be greener on the other side of the fence.

Working at Percepta has truly been a game-changer for my career. From day one, I felt welcomed, supported, and part of a team that genuinely cares about both people and performance. The leadership is transparent, approachable, and deeply invested in employee success. It’s refreshing to be in an environment where feedback is encouraged, innovation is celebrated, and professional development is a top priority.

The company culture is inclusive, respectful, and rooted in values that are more than just words—they’re lived out daily. Whether you're in a customer-facing role or working behind the scenes, your contributions are recognized and appreciated. There’s a strong sense of community, collaboration, and shared purpose that sets Percepta apart.

Work-life balance is real here. The flexibility and understanding shown by management make it easier to perform your best while also taking care of personal responsibilities. The benefits are competitive, the training is thorough, and there are plenty of opportunities to grow within the company.

Simply put, Percepta is a place where you can build a meaningful career and enjoy the journey along the way. I’m proud to be part of this team and excited about the future we’re building together!

I've been in my department for several years now. I started out as an agent and worked up to an ops supervisor. I love the people I work with and the work I do. My department was the first department at our site and then right before COVID we started getting more business. For a while it felt like our department was forgotten about, no one really took the time to help us and get us to where we needed to be. It felt like they were more focused on the other departments, which I get they were new and needed more attention. We got our new boss in November of 2021 and things feel so much better. While we have started to be micro-managed a bit, this is not our new bosses fault, it is consistent and keeps everyone accountable for their own work. I would like to see the supervisors and ESS agents making a bit more. As it stands agents can easily make more than supervisors and ESS agents with just a little bit of OT. The health benefits are a bit pricey too but I have decent coverage for me and my kids. I also don't have to pay the nicotine surcharge as I don't use tobacco/nicotine products. The best part of my job is honestly coming to work and being around the people I work with. The part of the job I hate most is dealing with IT. I don't like dealing with IT just because it is frustrating repeating steps we've already repeated or knowing exactly how to resolve the issue but they insist on going through all the steps again, which delays getting the issue fixed by days sometimes.

Had you asked me a year  or two ago , I would have said this was the best job I’d ever had . But now … I dread work going to work . As a supervisor, we are way under paid considering each of us  take on the workload of 3 or more people … and policies and procedures change day to day sometimes even hour to hour : I have worked for years with this company, and today I realized how much they don’t care about their employees. They claim “proactive “ and “respect”  as 2 of  their core values .let me tell you , they are so far from proactive . We are located in fl and today there was a hurricane Ian that flooded whole towns , almost 200,000 households in our county lost power and some lost water . Instead of giving us the day off , like a decent company should do during a literal state of emergency, they told us to “work from home “ which was a disaster and we ended up  only having 15 out of 65 people to take calls . They should have shut down &let us take care of what needed to be done , lots of us have damage to our houses and could have used that time off. Upper management is terrible . They expect unrealistic expectations and when we don’t meet them. We are all threatened to be fired : I’m so sad to even be saying all of this :.. but I used to love this company. Idk what happened …

This is the worst company I have ever worked for. I am only writing this because I have seen managers treat people so badly because they are unable to hold themselves accountable for their actions or inability to provide zero training and direction. People shouldn’t be treated this way. If I can save one person from subjecting themselves to this work environment this review is worth it.   

In my time employed, there was little to no direction from the top. Despite constantly talking about company objectives, they were never set or communicated. It is literally an environment of fire drills all day every day, especially at the Houston site. I witnessed a group of people getting promoted then demoted during training. They were back on the phone and no one told them what has happening for weeks! Only for some of them to be fired right before Christmas. 

This company checks all of the dysfunction boxes - blame culture, toxic work environment, little or no work life balance, favoritism, you name it, I could easily give 10 examples for each one! I recommend using an offer as leverage and or just don't even apply. If you have applied and have noticed them dropping the ball, this is just a preview of what is to come, extreme disorganization from lack of leadership at the top. Their new President is their only hope but she needs to do a complete HR leadership overhaul.

Top Job Titles	Average Salary
Customer service representative 3 salaries reported	$16.00 per hour
Customer experience specialist 9 salaries reported	$18.50 per hour
Zone manager 20 salaries reported	$64,475 per year
Customer support representative 3 salaries reported	$20.33 per hour
Operations supervisor 3 salaries reported	$61,306 per year

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