customer service representative

social media specialist

sales representative

team leader

insurance agent

ServiceSource Inc.

The "interview" was supposed to take 30 minutes minimum. The entire thing lasted 14 minutes. A couple mundane questions and a job offer. The recruiter said they were not at liberty to tell me the company I would be doing the job for. I received a few emails directing me to their website to fill out different forms electronically, read through some documents etc. Received an email from a company that I had to travel to in order to complete a i9 form. Another email from the recruiter saying I would be receiving more info via email regarding training, from my trainer.

The evening before I was to start training, I received an email giving me a link of a zoom room to log into to start training. Once you show up, you are welcomed and sent to different rooms for orientation, this that and the other. Very confusing. This is all done on your personal PC. They send you a work computer to arrive the following day, then you spend the next day getting it set up, all the links and apps you need to work. Setting up user names and passwords. The third day, you go to their "concentrix university" and start taking self paced introductory courses. All slides and sound clips. Very easy.

Now to the actual training. Trainer was nice and professional but they do not train you in what you will actually be doing very well. That is all glossed over here and there. It's mostly slide shows, a few videos here and there and it's mostly about the company you are contracted to work for. Fast forward a couple weeks, one day the room is full of people with (mentor) behind their names. You are assigned with a few of your classmates and a mentor and you start taking calls with the mentors assistance. Wait, what? Yeah, that's what we all thought too. Calls already and we have zero clue what we are doing yet. The trainer said, we don't tell you when it's coming because no one would show up for work if we did.

The mentors are hit and miss. I had three in training. One was great, a great help, very supportive and instructional. The other two could have cared less. Offered no help and chatted with their friends in the chat box, not paying a bit of attention to our calls. They were quick to criticize us for our mistakes though. They are very strict about having anyone or distractions in our rooms or around us while we work, warning you, if we see or hear anyone around you, or any distractions, you can and most likely will be terminated on the spot. That apparently doesn't include mentors and managers. Iv'e heard barking dogs, crying kids, verbal cussing fights with boyfriends/spouse's, seen family members in and out of their rooms. Real pros. At the end of training, you take a test that requires 80% to pass. It isn't easy but not impossibly hard.

You are then told, you are heading to nesting and meet your nesting manager. The first thing out of her mouth is, you will be going back into training in 3 mos to become tech support, you have no choice if you want a job. They are combining our department with tech support. We are billing and finance now. So it will be billing/finance/tech support. Don't want to do that? Tough, do it or get lost. They say you will make .50cents more per hour once you are trained in tech. Whee! they make it sound like it's a huge raise. Our Ops manager said, "that's good money. That's $40 a pay check! That is enough to pay my water bill!" Yeah, good for you. That's a lot more work for $20 a week. Oh yeah, we are told the tech test is 3 hours and requires 80% to pass. If you don't pass, bye bye. Pack your computer and send it back, you are done.

Anyway, back to nesting. The same professional types that are mentors. They tell you what you can and can't do but doesn't apply to them. You aren't supposed to have food and drink around your work station. While one of the managers sit there and slurps up ramen noodles on camera and an open mike, talks with her mouth full and chews with her mouth open very loudly, while at the same time, she sits there and judges you on minor mistakes. When you go to nesting, you are given an hr and 15 min when you clock in to do self paced learning, then thrown on the phones, where you literally learn on the fly, on your own. You do your breaks and lunch at a scheduled time. The last 45 min of the day, you are back in the class room where you have a round table, where they sit and go over more info. Very quickly. More slide shows and power points that you are supposed to retain in about 20 seconds.

Out of nesting into production, you are on your own, literally. They have a chat box for questions and help. Forget it. You are ignored. Everything is article based. You are supposed to look everything up in an article viewer and follow that procedure. More often than not, the article is useless. They tell you when to do something and why to do it but not HOW to do it. If you ask a question in chat, such as, "I have a customer that redeemed a gift card but it didn't load to their account, what do I do, where do I find the part in the tool to open this and search the numbers on this card?" If you get an answer at all, it will be something like, "did you look at the article?", or "look at article XX123456". Yeah great, thanks, did that, spent the last 15 minutes reading articles that tell me nothing on HOW to do this,, while I have customer yelling at me to hurry up, calling me names because I don't know what I am doing.

In conclusion, to sum up this job. Work at home or not, it isn't good. You might as well be somewhere else. The only thing you are not doing is driving to work. You are basically chained to your desk, virtually of course. You are told when to clock in, when you can take a break, when you can go to lunch, when you have to be back from lunch. They have a time clock and a main application that sync time. If you are over 30 seconds late, they consider that call avoidance and threaten to fire you. If you make any mistake, they are on you like flies on fish. You have certain things you have to say on every call. If you miss one, one time, they "coach" you and threaten you with your job. If you log the call a little off, you are threatened with your job. If you are not on the phone, or available, a timer runs and they keep tabs. Too long on either, like if you have to finish notes because the caller has already hung up, that is call avoidance and you are threatened with your job. If you have technical issues with the equipment, or their VPN and not on call, you won't be paid. Even if you are on the phone with their help desk trouble shooting their equipment for 5 hours, you won't be paid. You are only paid for phone time, period. Anything else is slacking off and you are threatened and/or not paid for that time.

New hire? Hope you like working weekends, every weekend on the closing shift. Good luck seeing a day shift anytime your first 5 years. Two 15 minute breaks during the day and a 30 minute lunch. All seem to go by too fast. I average 43 calls per day. May not sound like a lot but it is. Some, (very few) customers are nice and grateful for your help. Most are not, that think you owe them something and will yell, cuss, call you names, mumble when they talk, be in a loud room when they call, have screaming kids or TV's on in the background, making it nearly impossible to hear them but will get mad and cuss you out if you have to ask them to repeat something more than once. 

The company runs on metrics and csats. Metrics are how accurately you logged the case, said the required things, call length, if you were ever late on breaks, lunch, clocking in/out, put someone on hold, escalated to an upper tier, on an on. Csats are customer satisfaction surveys. Green is good, red is bad, there is no in between. You are pushed, prodded and praised for green. Torn apart, scorned and judged on red. Red doesn't even have to have anything to do with you. It can be dis-satisfaction with the company, or a hold time before they even got to you. Doesn't matter. They hold you responsible. I had a month where I had 33 green Csats, which is quite high and got one red one that month. The customer didn't like the company policy of something. Had nothing to do with me. I got a long review of how awful I was, how I handled the call wrong and better get my stuff right, or I may be shown the door.   

Very long story short, I a looking for a new job. I am only here now for the paycheck, which believe me, isn't very good money for what you have to put up with from customers and managers. You have no support, no friends, no one has your back. Do the job the exact way we say, on our time, literally measured to the second, or go away.

I would advise any sane person to steer clear. It's not what you think. Just because you don't drive to work, doesn't make this an easy, or enjoyable job by any means.

What is the best part of working at the company?
The role was originally attractive because it was remote/hybrid, with only occasional in-office expectations. There are also some strong individual contributors and frontline team members who genuinely work hard, collaborate well, and try to make the best of difficult circumstances.

What is the most stressful part about working at the company?
This past quarter has been one of the clearest examples of poor operational planning and lack of accountability from upper management that I have experienced.
Mid-quarter, leadership pushed out a completely new CRM platform on behalf of the client before the organization was ready. Leadership had not been properly trained, frontline reps were pulled away from their normal duties for training and transition work, and productivity was disrupted as a result. At the same time, the company also chose to pilot a brand-new warm sales transfer process — essentially layering a new sales motion on top of a premature CRM rollout.
When my team was moved into this new sales motion, we were switched back to the old software after already being pushed toward the new platform. Then, after less than a month of piloting the new program, we were pulled off the pilot and moved back again to the newer CRM. In total, we were moved between CRM systems three times in one quarter.
During the pilot, we were not given the basic tools or structure needed to execute successfully. There was no proper scheduling software, no clear sales playbook, no defined process, and no real operational guidance. Instead, reps were expected to build the process themselves while also being held accountable to productivity and performance expectations. My team, which has consistently been one of the stronger-performing teams in the overall motion, gave feedback, created processes, and even built slide decks to clearly communicate what was needed from leadership.
Despite being told the pilot was successful, leadership ended it in less than a month and then appeared to hold representatives responsible for productivity and goal misses that were heavily influenced by management’s own decisions. The constant software changes, lack of tools, unclear expectations, and poorly planned rollout were not meaningfully taken into consideration by the client or by internal upper management. Rather than owning the fact that the CRM launch was premature and the sales pilot lacked proper planning, leadership shifted the blame onto representatives.
Compensation has also been a major concern. There had already been conversations around pay disparity, and employees were told that more thorough discussions would take place. Instead, the company ended the quarter by announcing that employees would be required to return to the office three days per week, with only a $3,000 salary increase added to a base salary of roughly $34,450. Another potential $3,000 was mentioned but tied to future metric attainment.
When employees asked about the revised commission structure, leadership said they could not speak to it yet, while still claiming the new pay would be “market rate.” That was frustrating and difficult to take seriously when no fleshed-out commission plan was available to present.
The return-to-office mandate is especially concerning because many employees live at least 45 minutes away, with some commuting one to two hours each way. This creates real concerns around gas costs, time, childcare, and overall quality of life. It was even more frustrating to learn that this was apparently not something the client required, but rather an internal decision by Concentrix.
Overall, the combination of low pay, shifting expectations, lack of planning, unclear commission structure, and forced office attendance feels like intentional attrition. It is difficult not to view these decisions as a way to reduce headcount while placing the burden on employees.

What is the work environment and culture like at the company?
The work environment is highly disorganized, reactive, and increasingly frustrating. While many frontline employees and direct team members are hardworking, collaborative, and genuinely trying to perform well, the broader culture feels driven by poor planning, shifting expectations, and a lack of accountability from upper management.
Teams are often expected to adapt quickly to major operational changes without the proper tools, training, processes, or support needed to succeed. In my experience, leadership has rolled out new systems and sales motions prematurely, then held representatives accountable for productivity issues created by those decisions. Feedback from high-performing employees is often requested, but it does not always feel meaningfully acted upon.
The culture has become especially discouraging due to inconsistent communication, unclear compensation plans, low pay relative to expectations, and return-to-office decisions that appear disconnected from employee realities. Many employees commute long distances, and the shift away from the remote/hybrid structure has created additional strain without adequate compensation or transparency.
Overall, the frontline team culture can be supportive, but the company culture at the leadership level feels mismanaged, top-down, and dismissive of employee concerns.

What is a typical day like for you at the company?
A typical day as a Sales Development Specialist involves high-volume outbound calling, prospecting into existing customer accounts, trying to identify qualified opportunities, and either setting meetings or attempting warm transfers to account executives depending on the current sales motion.
The challenge is that the day-to-day workflow has changed repeatedly with little consistency. Reps are expected to manage heavy activity expectations, navigate changing CRM systems, adapt to new sales processes, and still hit productivity goals even when the tools and procedures are unclear or incomplete.
In a normal day, I may be working through call lists, documenting activity, updating CRM records, trying to connect with customers, qualifying interest, explaining product value, and coordinating next steps. However, much of the role has also involved adjusting to sudden process changes, dealing with software transitions, and trying to make sense of expectations that are not always clearly communicated.
The frontline work itself can be straightforward sales development work, but the constant operational changes make it more stressful than it needs to be. Instead of focusing fully on selling and developing opportunities, reps often spend time working around process gaps, unclear instructions, or system issues created by rushed leadership decisions.

I worked as a Pharmacy Technician with this company and my experience with some of the agents was not so pleasant. It was like I was entering back into high school all over again, The mentality of some of the agents there are very immature. I have addressed these situations to Team Leads, but the problems still persisted. It is so sad what the Team Leaders have to deal with sometimes there when it comes to unruly agents. Most of my team leads were nice, except for one Team Leader who was not at all understanding and did not have the soft skills to be a Team Leader. I did try my best to be the better person, but there were times when I just wanted to change over to a new supervisor, but I stuck it out silently until I was switched to the nicest Team Leader ever. The culture here is like a three ring circus, there is no structure here The training for the Pharmacy Tech class is ONE WEEK, and they expect you to know all of the SOP's and the Job Aids right away, or else you get docked on your quality scores. Not the Trainer or Team Leaders fault, it is the Company who is contacted with Convergys fault, they are the ones who are pressuring them to pressure the agents to meet all of these goals in such a short amount of time. After the second week on the job you are put on the phones.  You have Assistant Coaches to the Team Leaders and Trainers, who are there to answer all of your questions, when you are stuck on a call, and you do not know how to assist the patient. Also you have the Trainer who is also there to assist you with your questions. After a few days of taking calls inside the training room class, you are then instructed by the Trainer to email all of the Assistant Coaches and Team Leads via  instant messenger, or by telephone. Sometimes it was hard getting a hold of someone because there was not enough Assistant Coaches or Team Leaders on hand, who were responsible in assisting approximately 300 + agents on the floor. We were told during training and after training by our assigned Team Leads that the expected daily goal on average was 102 seconds, and if we were not meeting or exceeding our AHT (average handle time), and ATT (average talk time) goals then were told that we could be possibly fired. I received a verbal warning, and a written warning for not meeting my  ATT and AHT goals for the last month I was there, and keep in mind I was only there for about three months. Know I can not speak for everyone, I can only tell you what I personally experienced here. I felt like I was being feed to the piranhas, due to not given the ample training time in the class room to memorize all of the SOP's and Job Aids. Sometimes we were told by Team Leaders and Assistant Coaches to review our personal call monitoring's, SOP's,  and Job Aids during our 15 minute breaks(that is why it is called a break right!). They would also ask employees if they wanted to work through their lunch (voluntary never mandatory) and would provide a company meal while agents were  STILL TAKING CALLS! I mean really, how are you going to assist a patient while you are eating and talking at the same time, unless you are still in idle time.  There is also a high turn over rate here, I mean agents were quitting left and right, which is why they had to ask agent's permission to work through their lunches. I know Arizona is a right to work state, but isn't that illegal even if it is voluntary to ask agents to work through his or her lunch break, even if it is voluntary, you get a free meal and it is considered over time pay? I do not know but this contract is not going to last long, if they keep doing the same things that they are doing, because Convergys can not control when agents quit, nor can they control every agent's ATT or AHT. I mean do not get me wrong it takes two to tango sometimes it is the agents fault and sometimes it is the company's fault, but in the end someone suffers. Well I hope this post helps you decide whether or not you would like to become an employee with Convergys.

Convergys's Sam's Club contract was described by the company as little pressure, that we would have a lot of freedom and flexibility with how we deal with the customers and what we can do to make them happy, that front line would not be a demanding position and that a lot of calls would simply be transfers to the correct department or small value returns. 
We were fed a boat load of lies by Sam's Club and Convergys,  I guess. 
At first, we were allowed to take a few minutes of aftercall to create reports for every incident.  That is how I learned to do my job.  It allows me to pay full attention to the customers needs without getting distracted by the report and having to type it during the call.  It works very well for me.  I type important notes during the call in a note pad, and then after the call i give a minute to think of what I did well,  what I did wrong,  and then I type my report. I do not exploit the system and average 3-5 mins for most calls.  Difficult and important ones can take up to 10 minutes. It's right to take the time to create a detailed report if it's needed. All in all,  I spend approx.  1-1:30 hrs/day writing reports.

Recently because people have been exploiting the system and using it to do nothing. The top management recently told the trainers that there are many employees that spend almost half the day,  3-4 hrs in aftercall or hiding in aux,  so instead of punishing the people that are blatantly abusing the system, we ALL get yelled at every time for spending 1 min not in a call or waiting for a call.  It means that I'm having to write reports and splitting my attention during the call and much more likely to make mistakes,  or getting blitzed call after call after call with no time to decompress after dealing with a stressful customer.

I feel that management has decided to disregard the feeligs and work balance of their good agents and give them a huge FU due to what the bad agents have been doing,  and to me that shows very poor management skills.  Also,  apparently this problem has been ignored for so long and management has been blind to it getting worst and let it rot the company away,  and so they are trying to empose Draconian measures to try to fix it.  Wake up!  You guys should have kept a closer eye on the agents that were abusing it in the first place, instead you let them get away with robbing company time and you think your solution will make it better! It won't. 

During my entire 2 1/2 month stint at the Sam's Club contract,  we have never had metrics even explained to us.  No one has ever given me actual feedback about my calls,  what I can do right,  what I do wrong,  and what the company actually expects of me (what is good # of calls/day, average time per call, etc)  .  I assume no one else has either but I have not been here since the beginning.  Regardless,  this is what happens when no one had any idea of exactly what they are doing,  we have run blind the entire time, and when the company finally did some investigations, the above occurred, and management gets a lot of blame. Poor decisions on top of poor and non existant feed-back and employee supervision,  and you have Convergys Sam's Club. 

Finally,  I will say that they are starting to crack down on what I am able to do for customers as well.  I got into trouble after giving a gift card to an angry customer who has had to wait for 3 weeks to receive an order that has not even been picked up by carrier,  leading to who knows how long it will take.  Excuse me people,  I thought I had freedom to do my job the way I want and to make judgement calls on how to make Sam's Club members happy. That's what I thought when I signed up to the job. Nowhere in the world can you expect to keep people happy if they need to wait a month+ plus to get an order and the fact that I'm getting even an ounce of back lash for that decision to compensate makes me very scared for how this company is moving ahead with the Sam's Club contract. The person who gave me backlash is quickly moving up in the ranks. I have 2 team leads that I can trust that makes the job still bearable, and if they go,  I'm probably leaving too.

When I started at Concentrix, I was excited to have my first work-from-home position. I was hired on a seasonal contract to work for a client that dealt with online educational materials. My team lead was incredibly supportive and was engaged with my goals for my future with the company, supported my development of the required skills and knowledge for the contract I was hired to, and ensured I was made aware of what was expected of me in clear terms, and provided with the tools to achieve high compliance scores during the contract. When the contract concluded, I was advised that I had been selected as an internal transfer to move to another project, in which I would be supporting a health insurance client in customer service.

Then things started to go downhill. At first, things seemed fine, but as the training went on, it got worse and worse. Our first trainer on the client was ineffective, and ignored clarifying questions from us on a daily basis, providing us with activities that promoted empathy for their customers. That obviously is not a problem, and of course, empathy is an integral part of any customer service position, especially one revolving around healthcare, but this was every day, with no lessons regarding our day-to-day use of multiple systems we would be required to use to successfully deploy our duties effectively to the standards of both the client and Concentrix.

It took roughly two weeks of myself and all of the other employees in my class going to our training manager on the Concentrix side, to have our concerns addressed regarding the training. Finally, our lead trainer spoke to the client and we were provided with a different trainer who was more effective, but still incredibly condescending and belittling to those of us in the training class.

While the new trainer was more helpful than the previous one, it is still difficult to have nuanced questions explained in detail. The training involves taking assessments in which the content required for them is read to us from knowledge articles verbatim for hours on end and then given the assessments, which often have questions that do not have a correct answer, have multiple correct answers, or are so poorly worded that it can be difficult to determine what the correct answer is. If we fail an assessment, we are required to attend a review and to re-take the assessment. If we fail a second time, we have been lead to believe that we could face disciplinary action.

Now, this doesn't seem like the worst thing, right? Well, the problem is that we are unable to change products until 90 days after we reach production. If we do not feel like we are a good fit, or if the training fails to equip us for the production floor for the client, our choices are to find another job, or suck it up and hope not to be terminated until that 90 days is up, and that is if another contract is available. Our Concetrix trainers are often unavailable and are only present at the start of the day and the end of the day. We are required to appear on webcam all day and have been threatened with disciplinary action if we are not properly framed or our faces are not entirely visible, and yet nobody has faced any disciplinary action because our trainers are absent and ignore our concerns. This was also not required in my previous contract. It feels like being lost at sea, with no end in sight and nobody coming to help find the shore.

I recently, and briefly worked for this company as a Seasonal CSR.  As others have pointed out, this place is extremely unprofessional! 

The very worst that East Tampa has to offer! 

Although Convergys/Concentix (whichever they call themselves) claims to have a dress code, it's not enforced at all. The vast majority of the employees come to work dressed like they either spent the night hanging out on a street corner, or just rolled out of bed without bathing or properly grooming themselves. 

Individuals go outside and smoke marijuana, then, they come back inside the building smelling just like it. The parking lot is full of trash, and physical altercations happen just about every single day! 

While I was in training, I could never concentrate due to all of the noise being made by several of the young, immature, attention seeking individuals. They used profane language, spoke about inappropriate acts, and had constant outbursts! 

I could go on, and on with these descriptions.

The trainer could not control them, and sometimes, seemed as if he wasn't even trying. Let's face it, they acted this way because they could.

Since I wasn't permitted to learn anything, at times, I would sit there and simply observe their behavior. All I could think to myself was, "Someone definitely failed these people during their formative years." 

To some degree, I actually felt sorry for them. 9 times out of 10, most will never change. Every place they go, trouble will follow, because of the lack of love they received as children, and the negativity living within them. It's really sad.

Unfortunately, management could care less, and will continue to hire these characters with no morals or values. These types of individuals do not respect others, or themselves. It's painfully obvious.

As a result, decent human beings like myself, that may see the potential in Convergys/Concentrix, will continue to quit and seek employment with companies that promote a safer, healthier and more positive working environment, that is conducive to professional growth. 

The main issue with this company is incorporating rules and regulations that look and sound good on paper, but NEVER GET ENFORCED! Unless, it's convenient for them.

Five things I found very strange:

1. For "Security Reasons", it's mandatory that all employees use LOCKERS to store personal belongings such, as purses. Still, there are several individuals that manage to hide them on the floor.

2.  Again, for "Security Reasons", there's a NO PAPER policy on the production floor. This includes the nesting period, when you first begin taking calls in a noisy training room. So, I was given a login to the phone system that I was unable to write down alongside my other logins, for future reference. Guess I had to memorize it....

3. NO SALTY/MESSY FOOD or DRINKS WITHOUT SPILL PROOF TOPS ALLOWED. Yet, each day in training, the class that came in after mine, left behind crumbs and other messes that we had to clean up! 

4. There are NO CELL PHONES ALLOWED IN THE BUILDING. Yet, everyone still brings them. Even if they get caught, it only results in a slap on the wrist.

5. Useless Security Guards give you a hard time about using your phone to call your ride, and standing outside in front of the building, while waiting for your ride. Yet, they allow people to stand outside smoking weed, and possibly committing other criminal acts, that are overlooked! They only take their little jobs seriously when people are not causing a problem that should involve Real Law Enforcement. 

CEO, Management, HR, Training Dept.:

You all really need to grow a spine. I understand you may fear retaliation from these delinquents, but in the long run, you're hurting the success of the organization by turning a blind eye to all of the misconduct. Clean house by weeding out all of the undesirables, while retaining the few good employees you have. Otherwise, keep throwing good money away on bad.

When you start working for Netflix, You go through a week in a classroom for training. They give you a lot of useful information, they also leave out a LOT of important information. While in training, The trainers tell you how easy it is to move up in the company, and how fun it is to work there. Well that WAS the case, about a year ago.
	Once your in, and you've got the job. you are 1 of approx. 300 employees who works in this 24 hour call center (not all 300 at once, usually there's about 50-100 reps. working at a time). When you start your shift, you have to track down a desk that not only works, but that isn't filled with dust, crumbs, and sticky stuff all over the desk and keyboard, because the rep. who sat there for their shift previously left a disgusting mess. You have to supply your own wipes/cleaning supplies to clean up after the previous rep. and half of the time once you get all settled in at a desk, you find either the computer doesn't work, or the phone doesn't work. This is fun, considering you HAVE to be logged into a phone right when your shift starts, otherwise you get disciplined, even if it isn't your fault.
	So after you find a desk and phone that works, you have to log into the computer and phone, and start taking calls. You can take anywhere between 30-100 calls per 8 hour shift depending on the call volume for the time of day. You assist customers with any questions they may have about Netflix, billing, and you also help customers troubleshoot technical issues. At the end of each call, you say " One more thing Mr./Mrs. _____, if you wouldn't mind, please stay on the line for a one question survey"  The survey asks the customer "how was your Netflix experience?" pretty vague, huh? usually the customer is calling in because they're having issues, even if you resolve this issue for the customer, if they've been frustrated for months, of course they'll say they weren't satisfied with Netflix. the survey is very misleading. those yes' and no's DIRECTLY AFFECT OUR JOBS. even if we help you completely and you leave my line a happy camper, and you THINK your giving Netflix a no.. no. you just gave me a no, and i could potentially love my job over it. Even if i do my job PERFECT. makes sense, right? wrong. VERY WRONG. On top of that, if you have a legitimate question for a supervisor.. you could ask 6 different supervisors, and i can PROMISE you will get 6 different answers. this company is run on their own guessing game, if they don't know, they'll tell you to tell your customer " turn Netflix off for a while, and if it doesn't work, call back in about an hour"..... REALLY......
	The Minacs building i worked in, in Farmington Hills, Michigan has been infested with BED BUGS for about a year. We will receive emails from upper management saying their going to bring in "BED BUG SNIFFING DOGS" to find the bugs... I've been there on SEVERAL occasions when they have brought the special dogs in.. they were Chihuahuas or another small breed of dog... on a leash, and they only sniffed where the guy HOLDING the leash would let them sniff... (half of the time, the dogs would have their heads up in the air, not focused on sniffing out bed bugs). Once they would leave, we would receive an email saying NO BED BUGS FOUND! but less than a week later, people are spotting bed bugs, or getting BIT by bed bugs.. and i have personally seen 2 crawling on TWO DIFFERENT AGENTS. I've seen bites from the bugs left on agents legs and arms. And we're forced to work in these conditions?! Bull.. 
	Now on to Management... We used to have a decent management staff... until one of them was caught selling hair weave at work. So of course they had to fire them and bring in new management. These people have absolutely no idea how to run Netflix, at ALL. We are judged so RIDICULOUSLY harshly on our calls, when our NEW UM got on the phones to take calls as an agent, she was TERRIBLE. Now how can you run 300 people if you can't even do the job yourself?
Netflix hooks you by making you believe you are going to be working for an amazing and really fun company. that's def. not the case.

The interview I scheduled was a presentation and then onboarding which had over 100 people in attendance. They gave us no details on what exactly we would be doing but we were given our start date for training and given basic details about the company. I started here so excited for the opportunity and growth that was apparently abound within the company. The training ended up lasting at least 90 days because my group kept getting shifted around between lines of business - all in all this wasn’t a big deal but they expected 100% attendance with no exceptions so the whole time I was having to continue pushing out appointments and such. Once training was over we were switched to on boarding and given our final team leader. During onboarding I felt very supported. Once we were officially ‘on the floor’ there is a chat system in which we were supposed to receive support for more urgent or one off issues but 9 times out of 10 the chat was flooded with questions for which the answers were in our knowledge base system, and/or questions would go ignored, and/or the same question would receive multiple different answers, and/or the answers were wrong. On top of all that, the metrics for our calls being scored was endlessly changing - one week I could make a 100% doing my calls a certain way and then next week they would entirely change up the scripting or the order of when we say/ask certain things or how we respond to certain things. Absolutely impossible to keep up with honestly. There was no clear pecking order between agents, chat support, and team leads despite it seeming as though (and explained as though) the chat support were in a management function. I was quickly able to get into a chat support role which to my disappointment meant extra work but no extra pay. I was explained this was a precursor to management. That was until another agents insubordination being addressed by me (which is supposedly not ok for a management function agent to do?) lead to me being kicked out of the chat support role back to a normal agent. Those who go above and beyond are not recognized and if they are it’s only a matter of time before the changing aspects of the job put them on the chopping block. Those who Someone manage to stay on chat support or make it to team leader seem to actually have no idea about the different aspects of the job which they should be required to. Every day had two 15 minute breaks and one 30 minute lunch - only down side is that they were worked into your schedule almost randomly and never at the same time so don’t plan ahead to do anything on a lunch. My line of business ended up being closed after they went through a huge hiring push to get people for it. The way they handled informing agents and team leaders was absolutely atrocious and the lack of information during the presentation of the news was even worse. They literally told us that if by X date we didn’t have an offer for a ‘new’ job with a new line of business then we would be considered effectively fired. I ended up being fired due to their point system which is a little tedious for one and for two almost the entire time I was there I wasn’t aware of how to request unpaid time off so that I wouldn’t get points when I HAD to miss work. I worked here from 11/21-06-22 and wasn’t made aware of how to do this until the beginning of June. The benefits here also cost way more than I’ve seen at any other company. I’m not sure if it’s all just overpriced plans or if the company doesn’t pay as much as other places but you better pray you can get benefits elsewhere because otherwise you’re working for basically just those and no pay after. Also, unlike most WAH positions, they provide no equipment for you and expect you to have a lot of equipment that you may have to go out and purchase if you’ve never worked from home before. 

A typical day at work starts with computer frustrations. The Network is not up-to-date with the number of remote agents on it to where it runs smoothly. There are many days where the system takes forever logging you in that even though you clocked in 5 minutes prior to your start time, your programs are up and ready for your day 30 minutes later.  There is constant monitoring on a webcam to make sure you are following work policies, and this program more often than not either fails to recognize the user, opens multiple instances which play battle of the programs to see which one can fail and delay your work by blocking your view of other programs.  9 times out of 10 the IT team blames your ISP while, there are others on your LOB that are having the same issue, but are on different ISPs.  Since working for the company during the pandemic I have had one performance review raise, we have had one COLA raise, and one raise due to LOB change.  Then was told the Performance Review raise was one of the highest in the LOB, but from listening to others talk about their raises it was apparent that we all got the same amount and that it really was just made to feel like we were actually being appreciated.  We were told this time that the performance review wouldn't apply to us because we got a raise when we went to a new line of business. Instead of getting rewarded with more pay when you get added tasks because of a job well done, you are rewarded with more stress, added tasks, and an uneasy feeling that your job could be taken from you because what you were taught and told at the beginning during training isn't quite what it is.  The Company allows the clients it holds contracts with to make changes and change the rules of the game throughout the day, to the point it feels like playing poker with a cheater who is hiding cards up their sleeves.  You watch more and more people be hired that barely can last 3 minutes without asking the same question over and over that they have been asking for the past month.  Those that excel in the job, are rewarded with added responsibilities, stress, and stricter standards because they are skilled, while those that do the bare minimum to get by are allowed to mess up over and over with a minor write up without consequence, or are given bonuses because they barely passed the minimum passing score.  Certain Team Leaders are great, while others let their agents mess up continuously because those agents are the ones having to be burdened with the task of correcting those mistakes and are just "coached" on how to not do it in the future...but they are allowed to do it over and over and over again.  It has been joked that recruiters are hiring more to meet a quota and are not concerned so much with skills and basic computer knowledge.  Agents are expected to do basic troubleshooting, fix basic IT problems, while the programs could be updated to where this isn't required on a daily, or even multiple times a day basis.  Callers are allowed to harass, verbally assault, and cuss agents without any reprimand, while agents are required to take it and are only allowed to steer the conversation back to resolving the issues.  If the agent disconnects from the Caller they can be fired.  Agents that are well trained or skilled and educated outside of the company are not compensated for their ease of understanding, instead they are expected to make the company look good and help the incompetent function.  They are all underpaid and underappreciated, especially those with an education higher than a GED/Diploma and work experience...only those with the ability to speak a foreign language are paid more even if they are not efficient in basic English language. 

Concentrix is a great place to work if you don't mind the schedule changes a call center provides. The work at home environment is great! Concentrix trains you and gives you access to different tools, and promotes from within, so any management you run into has been in your shoes as an advisor. That being said, of course, there are great and there are "just okay" managers. The great managers are able to give help when needed, the just okay managers are not accessible and do not communicate well. Concentrix gives everyone the opportunity to move up, and encourages growth in the company. It actually helps the company for the advisors to move up, so they can keep hiring people, I think.
Anything having to do with contacting/communicating with HR seems to be slow moving, both for Canada employees and US employees. I can't speak for every client group within Concentrix, but this is for the particular contract I worked on.
I LOVE being virtual, but I do miss the social interaction of having an in-person job. Depending on the client/contract, Concentrix either provides you with the equipment/tools you need, or they will find a place for you to go if you find your equipment does not suit the needs of the position. Basically, once you get hired, they want to do what they can to keep you.
It is a well-oiled machine in most cases.
The hours for my contract were not doable for me in that it is usually right in the middle of the day. Scheduling works by bid. You are provided a list of possible schedules, and based on metrics and seniority, you will bid on your most wanted shift in order of 1 (most wanted) to sometimes 26 (least wanted). It seems that always in the beginning you'll get a not-so-great shift.
The company is great about making sure the people are trained. They do require you to be 100% present during the 4-6 week training, but there is a 10% absence cushion in case you have an emergency, otherwise they will reseat you if possible. Training schedules are usually from 12-8:30 EST, I think so the people on the West coast who are 3 hours behind are not getting up at 5am to make it to work on time. This is not a 9-5 for sure.
When you call customer service, it's usually outside of your own work hours, so you have to keep that in mind. Scheduling is set based on the needs of the client/contract, so you aren't always able to choose the schedule you want, which is my dealbreaker because of having children in school. Some people absolutely love the scheduling because they don't need to get up super early in the morning, can have late nights, etc. So of course, it is a personal preference.
The work at home environment is good, but you are not able to communicate with anyone unless you are away from your desk. To protect customer security and privacy, you are not allowed to have your cell phone or other devices at your work space. If there is an emergency, there are protocols put in place for you to be able to leave.
If you work a temporary contract, Concentrix will make sure you are able to move to another contract if there are openings, so that you still have a job, but it can take a couple to a few weeks at times to place you.
The pay was okay for me, but for people living in places where they need a higher income, I've heard it doesn't pay great. They don't take into context the average cost of living for the area/region you live in. For example, it might not be suitable for a single income household in New York City because the cost of living is so much higher there than in Tennessee.  
The opportunity to move up in the company is at times mandatory, based on your metrics, so this is definitely a place to move up within.
Summary: Overall a good place to work for people who do not have scheduling restrictions.

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