Probe CX

What is the best part of working at the company?
My first contract with Probe CX was terrible.  My second contract had 2 managers and 2 supervisors working with us all day for questions and support.  This really changed my opinion about Probe CX and I would be glad to be offered another contract with them again.  It is a good company to gain some work experience from.  The days can be full on, phone calls nonstop until break times or the day can get slow and the co-workers make the time go by easier.  If the managers keep working with new staff directly, then the company will have a prosperous future.    

What is the most stressful part about working at the company?
Contracts usually occur because something terrible has happened to a client.  There is a lot of regulation, paperwork, rules, expected dialog and maintaining confidentiality is important.  We tend to go into the deep end on day two and its very busy all day.  Not being able to help people that really need help properly can be upsetting.  Its important to do a lot of research when there is any free time and take a lot of notes.     

What is the work environment and culture like at the company?
Supervisors are supportive and have periodic meetings to make sure everyone understands their roles.  Management is hands on and is with us until the end of the shift.  They were very considerate when I was seeking out a school for a certification which could have affected my work schedule.  Its sad that contracts occur because a client was a victim in some regard, but we try to make the recovery process a little better for the client and the client's impacted stakeholders.   

What is a typical day like for you at the company?
Hectic with 30 co-workers and 50 people waiting to talk to someone in a queue half the day.  As time passes (2-3 months), the call volume lessens and staff is downsized (with reasonable notice).  The calls are all over the spectrum: extremely rude when someone just needs to vent their understandable anger, to absolutely terrified and the right thing to do is make sure they feel better before they hang up the phone.  At least 80% of the calls aren't so extreme.  The ones that are, they stand out.  You're allowed a moment to yourself to decompress, if you need it.  It was really handy to keep a list of numbers, websites and email addresses nearby for quick reference.

This place will lie to you from the start. They try to reel you in by promoting a fun, work environment and that they are family oriented but they are not. They could care less about your work/life balance. If life starts lifing while you are working there, they will write you up for it. The site manager does not believe that things come up at work that require your attention. They believe that you should have your life together and accept the minimal pay that they are offering you and be satisfied. The way they micromanage will drive a person insane. Employees have developed depression and feelings of incompetence due to the stress that these people in the management of the Lewisville, TX location put on you. The way they treat you will have you feeling like a loser and a failure at this company. I have had several customer service jobs at top tier companies and have never been made to feel like I was failing. I have never gotten a 0 on a QA score EVER until I worked for this company!!! They will make you feel like a failure and give no words of encouragement or try to help you improve. 

There is no typical day at work it is extremely dynamic and ever-changing. This role has been challenging at times like all roles can be but has provided great opportunities to progress within the company and there has been a lot of personal growth along the way. I have learned how to reach out when I'm struggling and to trust and ask more questions when I'm confused. Management has been awesome and catered to my changing employee needs and the culture is extremely uplifting. The hardest part is keeping your cool when you don't know the answer and putting your ego aside and asking for help. I have most enjoyed learning from my teammates and seeing behind the curtain so to speak - learning industry secrets that have been valuable and supported my area of study. 

Somewhere you can earn money to keep you going until you got enough to pursue other careers. Customer service isn't something you'd do for enjoyment. Sometimes you don't even have the answers to give the frustrated callers (whom I wouldn't blame) because the stuff ups are coming from above, way beyond your control. Sometimes you feel embarrassed making excuses for the poor service callers receive when you know there's something wrong with the processes.

The company is fun and lots of young and diverse people.

But most of the operations are run from Manilla and they are extremely rigid in their policies and have limited understanding of what employees in the US need. There is 0 flexibility in timings and even if you have valid reasons for wanting them up modify your break or lunch schedules they will deny you.

The company in the US is fun and the management staff are good, but they are heavily dependent on approval from staff in Manilla.

I enjoyed training with this company, however, they launch you into phone calls after three weeks with only training in about 20% of scenarios that people are actually calling about. I struggled to get hold of the help desk when needed and was often on hold for longer than 5 minutes with them trying to get help. I would not recommend this job to someone unless you like low pay for soul crushing work.

Unsupportive working environment with ignorant and dismissive management. It is impossible to survive with the cost of living on the joke of a salary they pay. KPIs are usually unreachable due to system errors that you have no control over.  The amount of stress you will be put under for a pittance is unbelievable. I have cried every day since starting here. Management expect everyone to quit and so don't invest any time in helping you. Toxic.
 

It is exactly what you would expect. Monotonous at times. Learnt that I love work from home. High turn over and lack of job security. Not bad. Hardest part would be high volume of calls at times, would lose my voice. Most enjoyable part of the job was getting to work from home and have a team leader as a point of contact via online chat so you never really had to stress. Worst part of the job actually was the one on one coaching sessions with the team leader. You are absolutely just a number. But it pays the bills!

Probe (formally Stellar) was a great company to work for. I specifically was with their ClearCaptions account. The pay was much, much better than other BPO companies and the job culture was exceptional as well. Great co-workers, great managers, no toxic work culture at all. Unfortunately, the job felt a bit dead-end and ultimately there was no job security as me and my co-workers were all laid-off back in June. 

Rampant nepotism, unrealistic goals and KPIs. Doesnt understand that treating your employees well will result in better retention. Hires back people they fired or lost to resignations when they know are a risk to quality scores. Used to be a fantatsic workplace under tbe former company.

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