customer service representative

warehouse worker

fulfillment associate

intern

equipment operator

I started QVC because it looked to be an easy job I could work remotely while I go back to school.

Upon starting and the only reason for any positive feedback would be one: The onboarding and training team are exceptional. Whoever is making decisions regarding the promotion of these people needs strong accolades for their work. Phenomenal. The trainers are fantastic.

Where the problems began: A lot of the customers are disgruntled and rightfully so. Their warehouse seems to send out the entirely wrong things on a regular basis. This is about 40% of your calls. As an agent you are not given the resources to provide resolution or push or advocate for the customer. A lot of the resolving teams at QVC you have no way of communicating with them and you are not given a full oversight over what these teams are capable of doing for the customer since some of the resolutions regarding orders and finance fall to them. You have little to no resources for assistance as a new agent. If you have a problem that you need to draw in a supervisor things on such as issues with pay or compensation they will be virtually unreachable. I don't know how a business can operate when their leadership is accountable to no one and they can't be reached. See below on leadership.

Leadership: There are a few good supervisors and managers here. I mean a few. Probably one or two. The rest are for lack of better term: Entirely unqualified to be where they are and apathetic at worst. I had the misfortune of reporting to a supervisor that was tenured so I'm assuming he was only given the promotion based on his length of time at the company and not based on his abilities. He never responded to anything and if he did his answers were unclear at best or unhelpful at worst. I did escalate above him and his manager seems to be cut of the same cloth as well. If you need a supervisor they are basically unreachable on live calls as well and multiple customers complain that they were supposed to get call backs and never did or the supervisor made the situation worse. QVC needs to take a look at their call center leadership, this is unacceptable. A few of the supervisors were "kind" enough to send very curt and unprofessional messages anytime I was not in available status. Usually because of technical issues, see below.

Technical issues: This company was entirely unprepared and not qualified to deploy agents remotely. There are a slew of issues with the remote systems they use. I received the wrong instructions multiple times on what to do from IT. I received faulty equipment multiple times. Several agents made complaints and asks were made to management about issues where their systems were not functional. All the while the "supervisors" were virtually unhelpful or unreachable so I was expected to sort this out with little to no guidance from anyone. There were multiple days I basically could not log in at all due to the issues they had. They use a configured boot drive called an "iGel" which their IT configured incorrectly. The initial VM ware they have you install as well seems to disconnect frequently and instead of the leadership giving allowances for this they'll just hassle you over unavailable time while their systems crash over and over again while blaming the agents computers.

The work: The only redeeming quality is the work itself appears to be very simple. Nothing here is complicated but due to the aforementioned issues with management and technical problems assisting customers becomes problematic especially when your console crashes in the middle of the call. A big glaring thing they also DO NOT tell you when hiring you or until the end of training are the "upsells" they require you to meet a minimum amount of upsells per month because it "worked in the UK" I have some really hard news for QVC. UK customers are an entirely different breed than US customers. The market is totally different. The support environment is entirely different. I'm speaking on the authority of a vendor relations specialist of 5 years at a different company, your market is different, this does not work here.

Feedback for the executives: Fix the problems with your remote systems. Weed out your bad leadership. Ensure your agents have better support. Fix the problems with your warehouse employees, not sure whats going on there but thats pretty wild. Or choose not to and watch QVC become more and more irrelevant each year. Maybe you don't care because you have the typical older executive mindset of "Who cares, as long as its profitable long enough for me to get mine and then golden parachute out or retire before things go bust"

Overall: If you are extremely desperate for work this may not be a bad place and if they can manage to fix their WFH issues and weed out the god awful leadership they should be good to go.

Overall: Unless you like feeling perpetually stressed and expendable, I'd suggest looking elsewhere.

QVC put more effort into increasing labor per individual to squeeze out productivity rather than simply hiring more workers.

The main thing to remember that shapes the entire culture of the call center is that there is a constant demand for faster and more efficient customer service by the customers, who are all middle-aged people who have no empathy for overworked representatives and have entitlement that stretches past their age. Numerous times have meetings been cut short because the call center needed every worker taking calls, and it is extremely difficult to find time to discuss any pending issues you may have. Even once you explain your discrepancies, management will react with contempt and offer little to no assistance.

The ONLY thing management cares about is if your AHT (Average Handle Time, the average time for each call) is really short (they expect you to be able to resolve every customer discrepancy within 2 minutes and 19 seconds) and if you are glued to your seat taking calls.

The idea of taking any responsibility is a foreign concept to management. They will get mad at you if you come up to their desk with questions, and take ages to respond to their IM's, and even then they will focus on asking you what you didn't do rather than what you could at the moment. all of which stretching your AHT that they are so focused on keeping short. There is no formal way to remove a long call from your AHT, and everything is your fault in management's eyes. 

Honestly, the level of indecency and neglect amongst the management was the most repulsive part about the job. I've seen supervisors having fun and lighthearted conversations while every worker is getting slammed with calls and are all extremely stressed about their AHT increasing until they can  have a question answered. I struggled with daily migraines, and I sometimes wore sunglasses to reduce the lighting which caused me pain and prevented me from doing my job well. The only time I have ever seen my supervisor get off his desk was simply to tell me to take off my sunglasses since it violated dress code. Even when I tried to escalate it, I was simply informed I would need a doctor's note and to have it reviewed by HR before I can have permission to wear sunglasses to reduce the pain of my migraines. If only my supervisor had that level of initiative when it came to assisting his team. They also will get after you for taking a restroom break longer than 10 minutes.

The few good things that QVC offered are quite simple. I don't want to be one of those people who tries to shape a company like the worst place in the world. Peers and trainers did what they could to ensure our success there, and there are good people there. They have plenty of health and alternative care benefits, and a lot of avenues to take time off. They have a market where you can buy food and drinks throughout the operating hours, and a restaurant that offers a decent selection of meals. They also have a game room, with Street Fighter Arcade Tables and an Air Hockey Table.


It's strange thinking what changes they could make to improve the call center. I do believe the call center has  potential to be just a little bit more tolerable. As it currently stands, there are people who can handle it, but the majority of the people who worked here would all agree that the stress this job induces on you is simply not worth the pay or benefits.

So I'm a great employee in the customers' eyes. They love me. However, you are expected to have a call average here of ~120 seconds (2mins) and you'll get verbally reprimanded if you're much higher than that, even fired if it's been too long. That's an important thing to note here because the job itself is constantly testing that.

Night shifts are taught to do some customer service tasks since CS is closed during that time and they still want customers to be assisted. These CS support calls take much longer than an order call, averaging around 5 minutes, and you'd be surprised how many people call at 2 a.m. wanting CS help; it's a lot. In addition to requiring upsells on certain items as prompted, they are also now making us do mandatory "hero upsells" on ANOTHER item, which we have to make up the script for and are not prompted to do, but we'll get scored poorly by quality control if we don't offer it.

Not to mention that the customers, while nice, frequently don't have the item number you need to type in to immediately bring up the item and meet the average. Oftentimes I have to seek out what they want, and if it's not listed under recent items on air I always go over the desired 120 seconds. Customers are also chatty as heck, mostly in a nice way, but they'll tell you their life story while you're just trying to check them out and you're constantly having to redirect them.

You also constantly have to color-match ladies over the phone for makeup. The amount of ladies who call in for makeup not knowing what shade they need and then somehow wanting to make you figure it out is appalling.

I frequently get people calling back saying the last 2 representatives were curt, quick, and unhelpful in answering questions they have about an item or finding one they need. Of course I help, like a good worker would, but then only get punished because any customer who has a question about sizing or options making me go over the desired call length and hiking up my average. I can't blame reps for being so rushed when the call average is a constant stress.

You can see a theme here. Being reprimanded for call averages, while piling on extras that make my call average extremely hard to meet since I have to work as a half-customer services worker for $3 less in pay.

My training was also awful, being 90% self-led with videos which were, by themselves, informative and nice, but our trainers flat out told us we did not have the time to ask or have questions answered. Despite training being 2 weeks on paper, they will put you on calls after essentially 3 days of self-learning how to take calls on your own. It's rough.

I want to like this job so badly but it's immensely draining. There's hardly ever time between calls. And if you work night shift, you'll get obscene callers who say s*xual things or mentally unhinged ones that straight up yell at you. And no, they don't get their number blocked for doing this. They can and will call right back and have to be reported probably 20 times before anything will be done.

A typical day at work includes logging in one time, logging in to the computer, taking the orders of the customers, responding to complaints and praises, transferring to the right departments, being patient with every single customer no matter what, and using the right aux codes.
I learned that the point system is very stressful and annoying. QVC does not matter what the situation is about that causes you to be absent or late, If either one of these happens, points will be given. When an employee accumulates to many points, they are eventually terminated. 
Talk time with a customer must be below a certain time limit even though many customers talk on and on. You are not allowed to be rude or hang up or became inpatient no matter what. If your talk time is high, that's a bad thing. However the fact that the supervisors sometime work with you is a plus.
Employee are monitored and scored. If talk time is high, everything in the scripts are not read properly, you don't take the time to look for items or help the customers (even though that is Customer Services job), then your score will be low.
All the monitoring reports, aux codes used, attendance, punctuality, customer satisfaction recorded is then used for your yearly report. If it is negative, than termination is possible if there is no improvement. 
Disability doesn't matter. Accommodations are not provided for the non-physically disabled. It doesn't matter to them. If you are in a wheel chair they might accommodate you. If you are depressed, bi-polar, have Attention Deficit Disorder,  non of these things mater to them. All that matter is you need to show up to work regardless because if not, you will receive points.
Having the encouragement of your team-members is one of the most positive qualities their at QVC.
The hardest part of the job is sitting on your butt the entire time and speaking to thousands of customers over and over. It becomes quite repetitious. Another part, is remembering to use the correct aux codes at all times. Also, the monitoring of your calls are never known. Another thing is not becoming easily bored and to remember to stretch as often as possible.
The most enjoyable part of the job is when customers thank you for being nice, respectful and helpful to them. Another plus are the breaks and lunch-time that is much needed. Also, other employees encouragements are really nice, especially when the supervisors do not do it, and all they worry about is our talk-time, and our aux code usage.

The best thing most employees will say about this company is the discount. That in itself is disturbing. Management at QVC spends a majority of its time self-promoting. If you are talented, confident, and assertive you will quickly be labeled cocky or too aggressive in this organization and your efforts will be sabotaged. Upper management has found a clever way to self-promote and remove people they don't like, it's called "reorganization". This is a chronic occurrence that always produces promotions out of the managers that initiate it. The hard working professionals and SMEs are never promoted. It's mind boggling to witness. It's also common to have managers in areas they know nothing about. 

If you choose to work at this company take heed to the reviews. Particularly those of the Studio Park and Founders Park locations. Save yourself much aggravation and frustration of looking for a new job a year later. This is not an empowering environment for an up and coming talent. They dishonestly claim to appreciate your abilities while sabotaging your growth. The environment is like one big high school looking to haze the new kid.

The worker bees that have been with the company for a while are scared to speak up about the atrocities that upper management pose on them and others. I've seen and heard racial comments, watched people be denied the opportunity to interview for promotions, people have their direct reports and authority stripped because another manager desired that opportunity, employees not allowed to speak or participate in meetings, and seniored employees (20+ years) released on the spot because of a manager's personal feelings.  

Layoffs is a constant occurrence at the West Chester facilities.  It is common for management to eliminate the position of individuals they do like, or reorg. the individual into another group or schedule.  It is also common to refill the employee's position once they have been eliminated.  HR offers no support and serves as nothing more than a prop only available to serve management.

I can't stress enough to do your research before working here. This company has well documented issues of discrimination, exclusion, and segregation'; both published and non-published.  It is an issue of which executive management is well aware but have made no effort to address.  There are no minorities in executive leadership.  Minorities tend to have no voice or source of advocacy in this company.  This should also be kept in mind when pursuing employment.  

With a cultural overhaul, QVC could be a great place to work for ALL employees, not just those of a certain ethnic decent or clique.

QVC is not the place to work if you enjoy helping customers or if you're looking for long term employment.  When a company is consistently hiring more than any other call center in their area, that is pretty much a red flag.

They don't have the typical metric system found in most call centers. That's what attracted me to this company. 

However, the things they don't tell you in orientation or in training: talk time=3 min or less (unheard of at any call center). It takes most customers 3 min. to tell you their problem. Due to the short talk time, a majority of the customer's you get on your line are repeat callers , they are angry, they have attitudes because the last Rep either disconnected the line, gave them misinformation, or they felt rushed and just wanted to double check to make sure their issues were handled properly (a lot of the time they weren't). QVC definetly don't put emphasis on customer service, and because of that, you MUST have thick skin to work here. Basically, your just there to say hello and goodbye, anything more would affect you talk time.

Also, they operate on a yearly point system, 10 pts. is the max. 1 pt. for being 1 min or more late from breaks or using more than the alotted 30 min for given per day breaks. 1 pt. if you clock in/out more than 3 min early/late form lunch.  1pt. for clocking in 3 min early/late for start of shift. 2 pts. for scheduled time off if you do not have vacation/personal time to use, 2 pts. for calling off no matter the reason. 4 pts. if you don't call at all. Very easy to make 10 pts. When you reach your point limit security will come to your seat and escort you to the door, you will not receive warning, instant termination very embarrassing.

Lastly, the co-workers are the best thing about the company. Some of the Supervisors are cool, if you can find them. They tend to disappear and your left relying on the help of other employees who may have started only a month or two before you did. Fortunately, the fact that you can never find a supervisor when you need one don't matter, most of the Supervisors don't know what they're talking about most of the time anyway, they just tell you to look up the answer youself. Once you leave training your pretty much screwed if you don't get to know and surround yourself with the more seasoned employees, they know more about the policies than most of the supervisors, and  they're available and willing to help.

Basically, this job has a lot of unnecessary stress and a lot of people doing a lot of unethical things to keep their talk time and points down so they can keep their jobs, and a company that don't care, they basically foster that type of behavior.

A typical day at work for me could consist of many things. For example if i'm assigned to the Truck Gate, i'm responsible for processing truck drivers who enter and exit the warehouse. I have to keep detailed records of in/out times, as well as trailer information. I then input this information into the Yard Management System where the Transportation team handles things further.

I've learned many things while working for QVC. I am not their new STATS recorder, which means I keep log of all warehouse information such as, Tractor/Truck logs, Badge logs, etc. All this information is used at the beginning of every month when the Admin team release's the updated billboard for the warehouse.

I think the management at my job is superb. I feel that my supervisors really do strive to keep a nice respectful and diverse environment. Their all about helping you excel and succeed if that's what you want to do.

I think I can tie this into two when I say the hardest part of my job are my co-workers. Don't get me wrong, I enjoy working with them and helping out as a team. The main issue for me is that I am the youngest person in my department, everyone else either has had Law Enforcement training or some type of prior military service, I have none of these. Even though I work full time and have the same pay rate, many of them put up their noses to the fact that I have a little bit more responsibility then they do. I hear complaints about how it's not fair that they've been working here x amount of years but never got the opportunities given to me. At first I feel as if they were constantly picking on me, but not I realize that it's just a way of life out here. I live in a small agricultural town, and their not used to a young girl from California coming way out here and excelling. That's all i strive to do at any of my jobs. I just want to be as efficient and an overall great employee.

I will say that above everything, I just enjoy being able to interact with all the warehouse employees as they enter and exit the building. I enjoy being able to learn new things about the company, and getting involved in all they have to offer. My personality was made to interact with people so I look forward to any job allowing me to do that.

I liked the majority of my time at QVC - I learned so much about my field and for the majority of my time there it was a positive and healthy work environment. The benefits are great and compensation pretty good, plus you have a great  employee discount. As I mentioned before, I learned a lot in my role with QVC. However, a lot of that is credited to the fact that our team was managed very poorly and I had no other choice than to pick up a lot of missing pieces. Some of this was due to COVID-19 challenges, but in my later months there it was just poor management overall. My entire time there, we never even had a manager that sat onsite in the office with us and they were very far removed from the day to day happenings in our work environment. Our team was far too small (usually two permanent employees and one temp) for the amount of work and expectations being put on us as starting up the newest and largest FC in the company. I was hired into an entry-level position and within 6 months I was doing the job description of the level above me, and then one year after that I was doing the job of the position two levels above me, all while holding the same title and hourly rate of an entry level position. They say they like to promote from within, but when the opportunity for a promotion two levels above me presented itself, they used me to hold everything together for two and a half months until they hired someone externally. I wasn’t even given the chance to go through a standard and full interview process, despite the fact that I had been with the company for two years and knew the ins and outs of the building and its processes. They could have developed me in the couple of areas that I was lacking experience in, but instead they hired someone externally who ended up doing more harm than good for the site. Once I realized I was still being used to pick up the pieces of that person’s job because they couldn’t perform, and that there would never truly be room for growth, I had to leave. I don’t believe this is true for every department of the company, but overall the company is very set in their ways and has a very traditional approach to things, making it difficult for someone who is young and ambitious to really make a big move in their career here. 

Keep in mind that my review and ratings are over eight years ago. Management and their operations have probably undergone various changes since then.

I started at QVC when it first opened it's branch in Chesapeake, VA and worked for 17 years. It was such a fun place to work; I so looked forward to going to work and working overtime. A couple years after I left QVC, and for a few years, occasionally, I would see and speak with currently then employed associates who stated that they had made a lot of changes which were so different and stressful.

A typical work day was, usually, relaxing and fun. I gained excellent communication skills, patience, proper noticeable work ethics, and learned how to provide top-notch customer service. I took pride in knowing that management was very pleased with my job performance and often acknowledged it.

Most of management were really good supervisors and managers whom I really enjoyed working with. I always enjoyed working with my co-workers in the positive atmosphere that was created by management. They often hosted fun events which showed us that they cared about their employees' environment. 

The hardest part of the job was the mandatory workdays, overtime,  and required work blocks outside of our regular schedules which could be very inconveniencing. The other hard part of the job was their phone monitoring system relying on real live people monitoring our calls with no phone call recording system to support feedback. Sometimes, this type of phone monitoring system created a lot of stress. The most enjoyable part of the job was when QVC held rallies and events to acknowledge performance of individuals and supervisors' teams for their achievements and/or accomplishments of customer care.

My experience and knowledge of QVC was over eight years ago. On a scale of 100%, overall, I was around 85% happy with my employment. If I had to do it all over again, I would work for QVC,  again, if the same years that I worked there could be repeated with most of the same management.

I was really excited when I first started this job, training instructor was great but I think training needed to be more on hands than just watching videos. Thrown on the phones first week, trying to navigate through a system you haven't really trained on yet.  You have to meet ridiculous AHT , not really able to meet unless all  you only do is Order Entry/Services, they push upsells must meet each month, I feel that should be for Order Entry/Services team, and not required for Customer Service Rep, since CSR deal with more of the complaints and other issues, the majority of customers are nasty people, yelling, some cursing at you( which I'm use to, been doing this line of work many yrs, I don't take it personally, but these are some of the worst customers I have ever dealt with in my 30yrs doing this type of job),  all the same issues people are complaining about, people not getting answers they are wanting, constantly apologizing for the same thing  everyday, no return labels/pack slips, refunds not given for returns in timely fashion(some customers wait months when item that shows returned within timeframe required by return policy), people not receiving merch has promised. A lot of elderly who need more attention, because they do not have info needed to help them, or the navigation skills.   High call volume(which I am use too, ) my issue with that is you don't even get to wrap your call (which there is a call wrap button) before another call comes in, call should not come in until call wrap button is clicked, no time to put in notes before call comes in. All Management is concerned about is how long you are on a call, to me it is suppose to be about customer service, especially when the majority are  elderly customers who do not have comp. or know how to navigate the majority of them can get chatty, you don't want to be rude and dismissive, and that kills the AHT, and they will let you go  if you cannot meet that AHT.  Your lucky if your system doesn't crash on a daily basis. There are many more issues with this company, not enough time to mention them all. I hope this gives insight for anyone looking to work for this company.

Top Job Titles	Average Salary
Customer service representative 12 salaries reported	$16.50 per hour
Warehouse worker 1 salary reported	$27.16 per hour
Fulfillment associate 5 salaries reported	$21.20 per hour
Intern 7 salaries reported	$16.86 per hour
Equipment operator 3 salaries reported	$22.67 per hour

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