customer service representative

call center representative

entry level recruiter

supervisor

senior call center representative

Senture

The actual work/talking to customers was not the worst part. Occasionally, you’d get rude customers, but the ones that were appreciative made up for it. Helping people gives you a sense of purpose which was the most rewarding part of my job. Some calls were emotionally draining, but that’s why you’re there. To listen and help people in different situations. Unfortunately, some people didn’t see it that way and was only there for the money. The worst part about my job was my supervisors and management. They treated all of the agents like dirt, including myself. We were treated with little to no respect at all. Before I started, I was told that it was a place where co-workers were considered family, and that if you ever needed help, they were there to help you. That was not the case at all. In my case they acted like they didn’t care at all, instead of trying to understand the situation, they jumped at every opportunity they had to discipline you in one way or the other. They showed no support at all when I was going through a hard time. I felt like I was constantly walking on eggshells with supervisors. The environment was drama-filled, the one person being nice to you would be the same person turning around and stabbing you in the back. & they all did it to kiss butt to the supervisors, so they would have the opportunity to move up. Higher positions didn’t go to the ones who worked to deserve it, they went to whoever was kissing the manager/supervisors butt that week. They were never interested in helping you, and never talked to you with respect. Even if you were to do something wrong, instead of trying to correct it in a positive way, they spoke really negative and hateful to you. My contract made the entire company look bad. If Senture was smart, they would re-think their leaders on that contract. You can’t expect your employees to enjoy coming to work with a positive attitude, when you have negative management/leaders. That’s not how it works. They’re obsessed with being in charge, and think they’re sitting on a high horse, and expect their employees to bow down to them. They’re rude and self-absorbed. Note: it wasn’t always as bad as it is now, but one supervisor was fired and replaced and the other one went to another job and was also replaced. When they left and new supervisors took over, that’s when the contract started going downhill. That’s when employees started quitting and/or getting fired. Employees were dropping like flies. When you lose that many employees in a short period of time, it’s clear it’s not an employee problem. It’s an employER problem. & it needs fixed if that want to keep decent workers.

I was excited to start working from home, even though I had previously been warned about Senture, I went ahead and applied and got the job pretty fast. I wish I had listened to others complaints. Training is useless. Nothing you learn in training is used on the job. As soon as you get on the phones, they change everything and leave you all on your own to learn how to access and manage the systems and calls. They send you random power points or 3 page pdfs on how to do the tasks or problem solve while youre on the phone and you are expected to read through all the steps while talking the call, not placing them on hold, not leaving dead silent space on the call, not allowed to transfer and you are expected to take notes, update info and complete the task all in under 8 minutes. And dont dare reach out for help in the chat that was created with chat navs to help you. That is for only the chat navs favorites. Yes, it is a big heaping mess of clicks of groups who they favor and help, and youre left dealing with a call of someone you cant help or transfer to someone who can. And if you do have to transfer or get a supervisor to assist, look out. They make you fill out a template for EVERYTHING explaining why you need assistance or a transfer, and that is included in that 8 minute call time. Its absolutely ridiculous.  As if this isnt bad, they literally send emails to the entire team sharing your quality and adhereance scores and dont even ask your permission. They actually created a contest on my team to see who got best scores and shared  scores DAILY without  permission, comparing them to other team members.  And then when you quit, immediately they block you from your time, pay, emails and portal so you cant access your info to make sure you are paid for your time. They refuse to respond to emails or anything and if you do reach out to the supervisor you had, the response is really neglectful and basically telling you they dont have time to assist. This was a horrible job, please please look elsewhere. They are really not organized when working there or friendly when you resign. 

Ever since I started working here it was difficult because I had over 6 different supervisors if not more due to the high turnover and management moving them to different departments. Even though it was difficult I dealt with it because some of my coworker supervisors on the project had experience on the project. Eventually every supervisor on the project either quit or were moved to another project which led to inexperience and supervisor who were not knowledgeable of the project. There were so many problems that there we teams without supervisors. Customers were calling complaining that people at the company lacked experience. Management needs to stop moving people around different projects. This is leading to inexperienced managers who don't have the knowledge of the project. Employees like having the same manager because some employees like building relationships with their managers plus the manager gains experience on the specific project. They also drop you at the drop of a hat when the contract is over and call everyone back if the contract is renewed a couple of weeks later this leads to them losing a lot of good employees who have experience and knowledge. Management needs to stop making bad choices for the business. These choices are going to cost this company contracts.  On the positive side I learned great skills and build relationships with some of my co workers.


I have been with Senture as a non-contract employee for approximately 8 months. Compared to my last company, Senture is a huge departure from where I worked (Blackboard...for those interested). Not only is the pay superior, but the benefits are to. Unlike many call centers local and relatively local to Senture they offer things that even other types of businesses don't like 401k, profit sharing and pay that's well above minimum wage. All of these things are important to me as I'm not just planning for the life I'm living today, but the life I want to live tomorrow. The downside of Senture is that there are astonishing amounts of miscommunication and mistakes that are made regularly that are easily preventable...the phrase ''too many chief's, not enough Indians'' rings so true. Everyone believes that their power is more than it is and they make decisions that they are not paid too or have the competency level to. Behind the scenes things usually work themselves out but I believe that it should never happen in the first place. Overall, Senture is a very family oriented business and if you do your job...not only do they pay well and will keep you working but they also will make sure you get what you need. I would say on a contract level...like any other call center, it is what you make it and some experiences will be better or worse than others. 

What is the best part of working at the company?
When the day ends, when you had enough and can walk out the door and feel free again like the chains are gone!

What is the most stressful part about working at the company?
Trying to please what is impossible to please, ungrateful people, getting paid for 1 job and making less than anyone working there and doing the work load of 4, being second guessed every day, being taken advantage of, non appreciation for work well done, watching others get promoted because they are “yes”mam’s, working your fingers to the bone from start to finish and making less than anyone when you know others are getting paid more for doing nothing.

What is the work environment and culture like at the company?
Stressful. I worked with some really wonderful people that I’ve made lifelong friends with but they were taken advantage of as well and made not to feel appreciated for their hard work. This hurts your soul. I’ve watched so many people get raises and move up for doing nothing while the hard working, dedicated people, that show up everyday, get nothing. 

What is a typical day like for you at the company?
Going above and beyond what is my job duties because that is my work ethic and getting no where watching others around me making more money for doing nothing. I’m just being very honest. It’s a tough day watching this happen everyday and nothing being done about it. Leadership has turned to trash.

I felt appreciated for the work I did. The owner was nice and promoted a family-type atmosphere business model. There was some sort of stock option that paid out in a nice bonus at Christmas. If the roads iced over or became dangerous preventing travel, they would pay for hotel rooms in town for employees that had to commute. There were plenty of opportunities for advancement if one wanted to level up in the company. The company maintained a good relationship with the employees, regularly hosting events to show appreciation for our work. The pay was at the higher end of the pay range for similar companies in the area. Like all call centers, they are adamant about attendance, adhering to your scheduled shift, and requesting days off well in advance for approval. The work itself was not overly complex. Quality performance is expected and managers provide helpful feedback. 
Overall, it is a great place to work. I was offered a permanent, full-time position and a promotion when my temporary work contract was fulfilled. Unfortunately, I was not eligible for long-term employment because of my inability to pass a mandatory, federal level background check. So instead of a promotion and a raise, I had to resign instead. And that really sucked.

The jobs are easy and you know clearly what is expected of you.  Senture is very accommodating to student schedules as well.  The management is not very good per contract.  

Some contracts are better than others, but they don't really promote skilled managers/supervisors.  They get contracts in fast and are growing so fast that they throw in people they feel they can trust rather than the most skilled people for the job.  Promotion is rarely based on skill, but on how well you are liked.  It is a highly emotion based process.

If you are looking for management experience, and you have a lot of social skill, this is a good place to start.  If you are looking for a good paying job that requires little to no skill, Senture is the place to go.  The only skills you really need are typing and a confident speaking voice.  

The people are supportive of one another and Senture works hard to conduct employee geared activities which are fun and greatly appreciated.  

The CEO really cares about the people and how the company gives back to the community.  There is a lot of good stuff coming from the top that starts to make up for the poor management.  

They are a growing company and there will always be growing pains.   Things have improved some since 2010 and I am confident they will continue to improve with time.

- Arrive early to turn on all equipment so it will be ready. Check emails and do any updates to the software as needed. Once an appointment arrives I give them paper work to fill out and they give me their payment. When they are done I type in all information with them verifying as I go. I check to make sure they have the proper identification needed and scan those in as well. I then take their digital finger prints and a picture. Once all is complete I send all information up for the FBI background check to be done. Once approved others make appointments to to pick up their secured identification card. I verify its them and register the card with a pin number they create and their finger print. Before leaving I verify how many card I have in my safe, which ones need to be sent back for destruction on several different programs and forms.
- I learned that I can adapt to any situation or location I was sent to and have a great time meeting new people.
- Management was based in a different state so I had to be a self starter, but if I needed anything they were very willing to help however they could.
- I traveled a lot so I met new people who worked for the company all the time and it was great.
- The hardest part was at times being away from family.
- The most enjoyable was being in places and meeting good people I may never had known.

The typical day of work can differ based off your contract. The expectations are high but labeled as achievable. The point system is not practical. The time is added up, instead of it being separate on occasions. Even being a minute late will deduct and impacts promotions. Taking PTO is frowned upon, instead there is a point store to purchase items. Any breaks outside of scheduled  are frowned upon and count against you.  The sketchy practices are based on my own experience and accounts of others, information was not disclosed by the recruiter/company until it was then too late. Promises were made about being able to go to different roles, stepping into full-time/part-time and flexible schedules which we're not the case and denied upon hire. While you can advance in the company, you may not transfer to other roles, you can only move up, no where else and this information is not disclosed until after hire. So if there is a similar contract down the line that pays more, you will not be allowed to move. When pointing out these shady practices, they make you feel like the bad person, like you've done something wrong. The way the systems and procedures are set up can and will be blamed on you, even if it was someone else's fault.  

Lots of good benefits but very little support for new staff. They have "floor support" in place but you are expected to look for all the answers yourself. You are expected to know the answers yourself. If you don't know the answer, the support staff in place tells you to look for it on your own, even if it was something never taught to you in the two weeks of training. The job is not hard at all. The customers, at least for the contract I had, were pleasant and understanding. Grateful to have the help I offered. But the stress of not getting the support I needed to succeed and help our customers was beyond what I could handle. I tried reaching out to management. Their response was I need to not rely on the support staff and find the answers myself. Maybe just stay away from the FMCSA contract and the people and support will be better but this was one of the worst, most stressful and frustrating jobs I've ever had.

There is opportunity for advancement and cross training. Lots of career options if you can suffer through not being supported as a new employee. Get major holidays off and the work from home program is very flexible. But this is honestly the only good things I have to say.

Top Job Titles	Average Salary
Customer service representative 7 salaries reported	$18.29 per hour
Call center representative 3 salaries reported	$15.89 per hour
Entry level recruiter 8 salaries reported	$15.50 per hour
Supervisor 3 salaries reported	$19.67 per hour
Senior call center representative 2 salaries reported	$14.06 per hour

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