customer service representative

insurance agent

bilingual customer service associate

technical support representative

marketer

TTEC

I have worked in the insurance industry since the 1990s - but not in sales before, I worked in product development. I know  A LOT about insurance and insurance policies. However, where I live now, those jobs don't exist, so I took a job with Ttec because the Unemployment benefits office applied me for the job without my knowledge or consent. 

I really like training. That was a couple of months of classroom study, getting to know the people in my wave, and we had fun games to create camaraderie. The training was important, the camaraderie was the most useless part, because we never got to talk to each other after training was over. Having time to socialize was non-existent. I am an ex-smoker, but I started hanging out in the smoking area outside with the smokers just to have contact with people during the day, that's how lonely I was on this job. Thank goodness I didn't start smoking again.

The first few days of phone training were miserable. Instead of teaming us up with EXPERIENCED customer service people, they teamed us up with our fellow trainees, so when we didn't know something, there were only people standing on the sidelines to "guide" us, and we'd have to put sometimes irate people on hold while we asked questions. THAT'S SO NOT THE RIGHT WAY TO DO IT.  Also, there were things that we didn't know, and when we'd ask questions about those things, do you think someone would say, "oh, that call is too advanced for you, transfer it to someone with more experience?" NO, THEY JUST LEFT YOU TO DROWN IN YOUR IGNORANCE. Then they write you up! For their mistakes! Some people couldn't handle the horrible treatment and left at that point. I can't say as how I blame them. It only got more monotonous from there.

Depending on your job, you can get LOCKED UP IN A ROOM (this was pre-pandemic) with no bathroom facility, so you have to log out & clock out if you have to use the restroom, then go through a turnstile, find the closest bathroom -- forget it if you are having an emergency. But expect them to make fun of you behind your back if you have an accident because of THEIR CRUELTY. They do give you paid sick leave, but not only does it reset every year, IT RESETS BEFORE THE YEAR IS OVER. WHEN THE PAYCHECK WILL BE ***PAID OUT*** IN JANUARY, THEN THE SICK LEAVE IS ALREADY GONE, SO DON'T GET SICK IN DECEMBER!!! I learned that they hard way. I had enough sick leave banked to cover my illness, but NO, I didn't get paid, because the paycheck came in January, so the sick leave was GONE. WHO DOES THAT? HORRIBLE PEOPLE, THAT'S WHO.

There are contrived "social events" like ice cream breaks - IF you can get off the phones while there is still whatever it is they have. It's not like they say, "hey everyone, no calls for a few minutes while you get to socialize with each other." OH NO, that's too easy. The only time you can "ignore" calls is when they call meetings, and even then, if you're on a call when they call a meeting, you're not included. If you ask what you missed, forget someone actually telling you what all you missed. You'll be lucky if you have a coworker like I was, who can remember what the meeting was about and will tell you. Mostly, you're in the dark. I don't know how it went since the pandemic, luckily for me, I couldn't get their equipment to work well enough in my home to keep working when the pandemic hit, so I had to just stop. The best day of my life was the day after my last day. 

I STILL HAVE PTSD - POST-TTEC STRESS DISORDER. They were contacting me for a while, asking me to come back. I finally sent them an email telling them pretty much what I just wrote here, and that I would never, ever come back there, my mental health could not handle it. It was one of the most miserable experiences of my life. The ONLY thing that I found enjoyable was training. After that, it was ALL DOWNHILL. I can't even ALLOW myself to go into the details about metrics, call reviews, etc. It's TOO DEGRADING. 

The only other thing was that, in the job I did, our calls weren't timed or anything, because it sometimes took over an hour to help customers with their insurance, so I often talked to the customers like they were friends - the insurance company is known for its excellent customer service, and I took full advantage of that. Considering that I had no time or energy for a personal life, my personal life was my work. And I made it work for me. So that's why I gave Ttec 2 stars instead of 1: the paid training was nice and long, and it was nice having so many wonderful people to talk to for long periods of time on the phone at times. I don't care what the heck my metrics were, I know I did a good job, the people themselves told me. 

That's what mattered to me. I protected people's personal and financial information, I took care of their insurance needs, and they told me that I treated them better than most other agents had. I was constantly criticized by management for not typing notes while I was talking to the customers - for NOT GIVING CUSTOMERS MY FULL ATTENTION. How twisted is that?  I would even tell the customers that: "I'm supposed to be only half-listening to you right now and typing while you're talking, but I think that's rude. So if my supervisor listens to this call, I want her to know that I know what I'm supposed to be doing, but I'd rather pay full attention to this wonderful person who pays to have my full attention and then I can type later." 

Other than training, the most enjoyable part of the job was leaving for lunch, going home at the end of the day, and then quitting. I had to start taking something for my anxiety because I would physically shake on my way to work, and it only got worse once the equipment was in my home.

Management is what you'd expect from people who've given up on life and hold it against the rest of the world. Or, they never had goals and hate that they have to work for a living. IDK what their deal is. I have more respect for used car salesmen. The only people who are successful at Ttec seem to be people with low to middling intellect, who had no goals in life, who are intent on staying exactly where they live and finding ANYTHING they can do to pay their bills and to transfer their own stress onto others in the meantime, until they retire and die, and are then reincarnated as poisonous frogs in the rainforest. Sounds like I've given that some thought, huh? 

If you have working brain cells, don't work there. Even if you don't have working brain cells, don't work there. The world is better off NOT feeding into this system. It may have been a good idea, but the execution of it by real-life humans - like socialism or communism - is always going to be a mess. Companies need to hire their own customer service personnel, train them properly, and give them actual benefits. STOP THIS OUTSOURCING NONSENSE. IT ONLY MAKES THE WEALTHY WEALTHIER, AND TAKES ADVANTAGE OF THE DOWN-ON-THEIR-LUCK, OR LOCALES WITH POOR ECONOMIES. It's NOT good capitalism, it's EVERYTHING THAT CAN GO WRONG WITH CAPITALISM. Practice good capitalism, stop the madness.

Hello everyone,my name is Aazzee and I first want to start off by saying that I cannot believe at times that a job as great as this one exists on this earth.Teletech is by far the best job and company I have ever worked for.No other job compares.This job is definitely taking for granted and under-appreciated by many of people that no longer work here,so I am delighted to say nothing but magnificent things about Teletech since I honestly have nothing negative to say about the place.I do realize that everything I just stated was an opinion so let me go ahead and state some facts about Teletech.Teletech is one of the most flexible jobs you will ever come across,I've seen people work as low as 15 hours a week to as high as 59 hours in a week(depending on if they have overtime available-which they do majority of the time).You also can choose the days of the week that you want to work and set the hours of the week that you want to work as well.For example,if you work 30 hours a week such as myself,you can split that up into three 10 and a half hour shifts and have 4 days off or two 10 and a half our shifts and two 5 hour shifts and have 3 days off or five 6 hour shifts and have 2 days off.Whatever is suitable for you and fits your needs,Teletech will do their very best to accommodate you.They also offer the ability to flex your schedule.For example,if you work 30 hours a week and you normally work those hours on Monday,Tuesday,and Wednesday but for some reason your not able to make it into work for those days,Teletech will allow you to move those 3 days you normally work to 3 days later in the week.Now on the flip side if you normally work Friday,Saturday,and Sunday and you are not able to make it in for those days,Teletech will allow you to move those days to earlier in the week so you can be able to have those days off.So in essence you can work your required hours on different days as long as you do it in the same week.I really hope at this point I am not boring you with my review but I am barely scratching the surface about all the amazing things that Teletech offers.Speaking of amazing,Teletech always has some type of amazing incentive going on.The last incentive they had; they paid everyone that worked overtime on the weekend $18.88 for every hour they worked.They've had so many different incentives in the 21 months that I have been here that it'll blow your mind,but 1 of my favoriot incentives they had was:They gave a 2 minute timed shopping spree at a grocery store to a employee who worked the most overtime between a certain period of time and during that 2 minute shopping spree this particular employee was able to fill up 2 shopping carts with all meat products.The total came out to more than $1400 and this employee still has meat in his freezer from that shopping spree lol.If your not too fond of that incentive,there are plenty other incentives that they have that Im sure you'll love because Teletech literally spoils their employees.Another thing I love about Teletech is that they do not have bosses breathing down your neck and they also have a 5 strikeout rule in most cases.The 5 strikeout rule is actually a name I came up with but that's essentially what it is,so here's how it works:In most cases if you do something that deserves a write up they'll give you a verbal warning(1st strike),if you do it again,they'll give you a 1st warning(2nd strike),if you do it again,they'll give you a 2nd warning(3rd strike),if you do it again,they'll give you a 3rd warning(4th strike),if you do it again,you'll be terminated because that is the 5th strike.So its basically 5 strikes and your out.Now keep in mind there are 2 type of write ups you can receive.It'll either be for attendance or behavior and both of them carry the 5 strikeout rule.However if you get a warning for attendance and you get a warning for behavior,those 2 do not become a 2nd warning,instead they'll be listed as 1 warning for behavior and 1 warning for attendance,so technically it could take you a total of 9 warnings to get terminated and even when you're on your last warning,Teletech only keeps you on it for 60 days then your warnings reset back to 0.Now I don't know about you but I have never heard or came across a job that is so lenient.It is unbelievable how many chances they give you to pull yourself together to get back on track,so I say that to say this;if you get fired from Teletech more than likely it's because you didn't care and didn't want to work there any longer.Its not going to be because of Teletech.Now moving on,Teletech has been around in Morgantown for about 13 years I believe.They also are in a contract with a Fortune 500 company in Bank of America,so if job security is a concern of yours,you definitely have it at Teletech.They also offer the opportunity to move up rather quickly in the company,which means higher salary.They also offer very affordable benefits and 401k plans as well.Teletech is a great place to work because the employees and managers here are very down to earth and none of the managers abuse their power.In fact,the managers here cannot say the words,"Your Fired" because everything has to go through a step by step protocol as I mentioned earlier in this review.They are also very easy going with the dress code and that is something else I definitely love about this job.This job also involves no labor work so you'll never be huffing and puffing around here.Teletech is also disability friendly and they also give you $300 if you refer a friend that stays with the company for at least 60 days.Let me not forget to mention that Teletech gives you roughly about 3 PTO(Paid Time Off)hours for every 2 weeks worked.That equates to about 75 paid hours in a year that you can use whenever.They also pay you during your training and payday is every other Thursday by direct deposit into your checking account.Now as far as the pay,I personally believe it is very respectable due to the incentives and the overtime that they normally offer.Another big factor for me with the pay is that;Teletech treats you so well that I would much rather work here for less than for a company that pays you more but treats you like,"you know what"!Teletech even recognizes you on you birthday and on your yearly anniversary with the company.This place is beyond awesome!They also are a second chance company which means if you have to leave the company for whatever reason they'll normally rehire you again as long as you didn't leave on bad terms.All in all,Teletech is one of the best places you'll ever work,so please come join us and the Teletech family because we'll love to have you here!

Not as bad as some other call centers around NOCO, but it is still JUST a call center and the last resource when you need a job fast that will pretty much hire anyone. Pay is ok for that sort of work, and it is better than ending up flipping burgers, or waiting tables, or, not being able to pay your bills. Good place for young people to have their first professional "grown-up"  job and learn customer service skills, and how to do a job that requires learning how to engage and speak to people, which can carry into other positions in life. It sounds good when you say you work for USAA, but in reality you have no connection to USAA at all. 

The three stars come from the above factors. If I had to base on the experience below, it would be one star. 

With all that said, training isn't just useless, it makes every nerve stand on edge because of utterly pointless and totally off the mark it is!  I spent most of the time being beyond irritated, ready to get up and walk off. Instead of learning anything about your job, or software and tools you'll be using to navigate for your members, you hear about vague missions, and values, watch silly outdated videos, and get shown a PowerPoint with random military pictures. After that, you get asked irrelevant questions such as, "When you think of military, what comes to mind?"  Who cares what comes to mind, we aren't in the military?  

From there,  you have to answer absurd questionnaires about your personal life, totally inapplicable to your job, and it puts you on the spot.  You learn nothing about how to interact and speak from activity even though they present that portion of training as such. 

None of that is even the worst part though!  What really got my goat was the trainer I had. He was THEE most unbearable, intrusive, and arrogant man I have EVER worked with. I have never listened to someone talk SO highly about themselves, and constantly congratulate himself as he did it, all the while reminding everyone else how NON-essential they are. Yes, he literally spend an hour talking about people who are essential, and people who are not. He made it clear that call center agents, are not essential, and our jobs are not stressful at all.  Which, is the entire opposite, on both ends of that! Call centers are incredibly stressful places to work, with minimal pay, awful benefits and hours, and trainers/managers like him, which make people turn on their heels and leave almost as quickly as they start! 

 Most of our training was him droning on about how great he thinks he is and all his life achievements. As if that wasn't atrocious enough to put up with for eight hours (starting at 6am everyday btw), he talked to and at EVERYONE, and lectured people about the choices they make and why we all need to do the very things he has done, and if we don't, we're not making good decisions for ourselves or acting "adult" enough.  No one else's experience were valid, or real, and he gaslights all other  realities.  If you don't have the same interests as him, he makes passive-aggressive insults, and low key condescending remarks, that he couldn't be held to because it was so underhanded.  

For example: I was told, "I hope you're being sarcastic" because I didn't know something about a popular book series that he is into since I have never read those books. When he mentioned a piece from the storyline, I asked him what he was referring to. He sighed heavily, then explained it, as if the most out of touch person ever to live, and he just couldn't believe I wasn't into what he was into! I couldn't even understand why he was talking about it, since we were supposed to be learning how to do our job, assisting members with banking issues! 

Too much time is spent talking about benefits. A trainer doesn't need to go into a day long discussion with presentations about the different benefits and plans. They should present the information, and provide contact numbers and emails for employees to reach out to those companies, if there are questions about enrollment. It isn't up the trainer to explain every plan, in detail, and then give advice about what is best, based on HIS own personal life experiences, then from there, tell you that the training class they are making a big mistake if they don't elect the same options he did, or choose to invest the same amounts he did into the 401k.

This is how the entire training went. Listening to a guy with nasally voice and inflated sense of self , imply he is smarter and better than you are and brag about working for a call center for a million years, while he puts you on the spot for personal details of your life. After that, he gatekeeps and mocks you to the entire training group if you aren't into the things he into, and make it seem like it s the most unacceptable and unbelievable thing in the world that you wouldn't know 100% about something he enjoys doing. 

I would also like to add that their own software systems NEVER work for logging in. You get the user names and passwords, and they don't work. You reset them. Still don't work. Call IT, still nothing. Forget ever being able to log into the systems they use for payroll and direct deposit info. You can tell leadership a million time that no matter what you do you still can't log in, and you get blown off and sent back into the IT cycle.  Then, a leader tells you that you "need" to go in and enter your information for direct deposit, and you once more try to explain the situation, and the whole issue starts over until you just have to accept and hope your checks will arrive by mail. 

Oh, then when you separated from the organization, you still can't log into the system you need to set up a return time for the equipment. You email about what time you plan to bring your PC back to the site, and hear nothing to confirm.  No one ever answers a phone either. 



TTEC is a contractor company - they put you to work for a client wherever they need you. I worked for the TTEC@home remote customer service group. 

It can also mean no job security or benefits for a long period of time if you can survive the rules and not burn out. Work hours and shift could - and did - change without notice and without consideration for family, work-life balance or schedule. Although there was a shift bid once in a while, you still had to take whatever they gave you, what you needed wasn't considered. That said, it was key to stay in touch with management. From day to day, they would try to work with you.

In that sense, the job functions more like a temp or contingent employment agency. 

What follows is going to sound like there are more cons than pros, but it's more like I get long-winded explaining things so bear with me: know that I liked the company and especially liked the folks I worked with. 

I'm just going to point a few things to think about that were frustrating to no end, because you will not be told in the interview. If had known about the things that bugged me, I could have made some plans to avoid things that got on my last nerve before they happened, but know that I still would have worked for them. 

Pros:
I loved my immediate management team (Team lead, manager) and coworkers. The work wasn't bad, but could be extremely stressful. The work environment was as pleasant as it could possibly be, although the customers could REALLY REALLY stress-inducing, even nasty. This was during the height of the pandemic, so people (including me probably) were not at their best during the time I was with the company.

Training was good: timely and focused, and could be immediately put into practice once completed, but you had to be pitch-perfect right out of the gate and stick to the script, no exceptions. TTEC pays regular salary during the training phase and the training is made as interesting and focused as possible.

For what it's worth, the team leads and managers went above and beyond trying to accommodate team members when the stress got to us, but they are not flexible with or forgiving of mistakes. If you can handle the pressure and burn-out, the crazy software, and maintain a life balance, it's a great company to work for.

Cons: 
For anyone who lasted long enough to become eligible for benefits, the company did not offer a way to reasonably accrue enough leave time (PTO) fast enough to avoid long-term employee burn-out, in my opinion. But the management team still did everything they could to protect their teams. 

For contingent or seasonal employees (most people working there), there was no PTO, no sick leave, no benefits. Sixteen cumulative hours absent/late/UPTO, and the employee was termed. If you need to work no matter what, don't get sick if you can avoid it, need to go to the doctor during shift hours, or have an emergency. There is no wiggle room.

TTEC had a "3 strikes" disciplinary policy at first, which began being amended every couple of months towards the end of 2022 and into 2023. The company stated this was because of customer demands to "ramp down" the work contingent any way they could; I thought it was good that we were told it was coming even while TTEC did the necessary to accomplish the ramp-down.

There were no pay raises in the nearly year and a half I was with TTEC. Pay was raised right as I began to work for the firm because of a minimum wage increases legislated in the state the main office is located. 

However, even after becoming a permanent employee, no offers for annual or other raises or increase in PTO or wellness time accruals were given. Our team asked collectively at a company meeting about that and were told "no".

Another issue was the work software and tools - it is installed on your personal computer usually - they don't provide company machines if you're not permanent - but the tools broke or failed often. Your shift would be cancelled without pay if that happened but you would still need to work with IT off the clock until they could get it fixed, and if IT took more than one day or buggered your computer, well that is too bad for you.

Happened to me twice - one computer that IT "ate" was only 1 month old (high-end gaming laptop that I had to send back to the manufacturer for recovery on my own time and dime and the other was an older, custom-built dual processor, 128 GB memory engineering modeling desktop that their IT remotely WIPED. Completely. Without telling me or letting me back it up first. I had been doing some freelance technical consulting pre-pandemic which stopped before I started with this job. As a result, I lost everything - thousands of hours of work, documents, and thousands of dollars of software.

Bottom line: if you decide to work with them and can afford it, I'd recommend buying a separate hard drive with nothing but windows installed and swap it in, or buying a second computer that meets their specifications and putting nothing on it you want to keep your stuff undamaged.

Overall, I'd work for them again if the opportunity arose.

I am not a disgruntled employee. I work here and I don't plan on leaving anytime soon. BUT this is by far the worst job for anybody to have. Duluth ga ttech is a mess. I don't know how the other states are. This is the most disfucntional private prison you could imagine . And I'm a TL and prison ward at the same time. On one hand, the inmates are running the prison. Agent can pretty much do whatever they want, come to work when ever they want, and talk to team leads however they want. Anyone can be hired off the streets, and it's almost impossible to get fired. "No attrition is good attrition". We as TLs are suppose to threaten them with final warnings all day, but then give them unlimited extended final warnings so that we never actually fire anybody. We are suppose to make them feel bad about pretty much everything but so it in a way that gets buy . It's like a pimp telling you that you ain't nothin, and then telling you , You know I love you right. Or I do this because I care about you. The agents should leave but they also have figured out that , they ain't gonna get fired, and if they do , they already have another job lined up because that's what they been doing all those days they didn't come to work. Interviewing. And while it's true that this job starts at 19 per hour at a call center, it's really not good money in Atlanta. So the agents don't care cause it's not enough money to out up with the B's, but enough that they will stay until they are ready to jump ship. Plus, they can do what want in the mean time. And a good thing is, actually, the agent make more money than the TLs. Ttech TLs only make about a dollar more than the agents, but the agents usually get 4 to 8 hours of overtime if they come to work . But tls are salary. But although we are salary, we really get treated like hourly. We don't any of the advantages of a salaried employee. We just work harder, get more stress, and get paid less. It's crazy. But the whole place is a mess. The agents are in such a bad mood because they are miserable. The job makes you miserable. The agents and all the TLs are miserable. Even the happy smiling faces are miserable, because they tell me everyday that they can't wait to leave this place. As a TL, you job changes pretty much every second of the day. And we are blamed for not having good time management if we can't put out all the fires. And then they tell us that if we were more proactive , there wouldn't be as many fires. But we are the one starting the fires or constantly telling FIRE! It's a mess. The manager in charge is either leaving in a fantasy world or she really thinks everything is going good. And I think her boss thinks everything is going great from what I can tell. We give feedback all the time and so do the agents but giving feedback always backfires on you. Causes more work. Or some spin is given to make the person given the feedback look crazy or wrong. Or , the team leads are told that if the agents feel a certain way, it's because of the messaging that the TLS must be giving. Or we must haven't told them about all the great improvement that ttec has made. The TLs are always in a state of high stress, confusion, and overall misery. And we smile and get it done. But what do we actually get done . Nothing gets done . A new task is given almost right after the last task has been given. And if we don't or can't do it we are told it's due to our lack of urgency. It's the craziest thing I have ever seen. 
I didn't have a bad day. I didn't get in trouble but I'm definitely about to look for me ANY other job starting now. When my TL job is posted I suggest you walk away. Run far far away from this place. I don't see the duluth site lasting long. 
Either a lawsuit will come, or the TLs will all quit at the same time, then the manager will get fired , and the new manager will be put there until they realize that this ship is actually sinking. For some reason, there are now two senior managers over the site. Both came from Missouri and they are both about to have ttec on the news eventually. They are going to run so many people out of there that I don't see how they are going to stay in business . And last thing I'll say is, I don't see how it is that they expect these agents who have no understanding of insurance at all to succeed at this job. These people are trained for ten weeks on nothing. They are just guessing and making up stuff on every call. Ttec and usaa probably gonna have a class action lawsuit eventually cause these agent are out of control. And I feel sorry for them because there is really nothing that is going to change. The information makes no sense. I don't even know what I'm suppose to do most of the time. We are all just making it up as we go. This is going to be a disaster for ttech. Probably soon. Cause it's really out of control here. Do yourself a favor and don't apply for any agent job or TL job. I already know that there should be at least 5 TL positions coming soon. If you do take the job , quit as soon as you finish the 10 or 12 weeks of training. And get yourself out of there. Don't say I didn't warn you. Goodnight.

I worked as a "customer resource advocate" supporting Kaiser Permanente in their Community Resource Hub.  This was a program delivered by KP during the pandemic to offer support to people needing help with community resources.  This could be anything from help finding food to housing to paying past due utility bills and avoiding rental eviction.  At first it was very humbling and fulfilling being able to offer these people a glimmer of hope.  Then the "metrics" became more important.  This meant that while I was dealing with someone that was about to be kicked on the street with a family of children,  it was more important that I read an unrelated script or that I make sure to keep them on hold for the acceptable amount of time.  The level of restrictions is laughable and makes you feel like a child and not trusted.  I would not suggest this for anyone that has worked before.  Especially if you have enjoyed working somewhere.  Ironically the position came with a bonus prize for those that meet those metrics.  And while I qualified every month even that became a sort of nuisance.  You would select prizes form a list of selected items.  These were from Amazon.  But never quality items.   Then they would randomly send you things because you qualified and they would spend it or lose the budget.  But they would rarely ask you what you wanted.  After 2 years I have a closet of items that will go to the Xmas grab bag.  Nice in theory but could be done in a much more appreciated manner.  As far as culture.  The company sold itself as all inclusive, but I found this did not mean much because the company never really got to know you.  You spend 40 hours a week either on a call, making a call.  This also means very little time doing anything but on a call or making a call.  I was in a particular role that required me to access medical records, yet they would not give us the time to formulate and add the notes. It was always on the call or between dialing.  I was constantly telling them I need more time.  Nobody cares.  Management is split between a department manager and then assistant managers.  The department manager was quick to tell us how difficult things were when she was on the phones.  Would always talk over you and never, never, never asked if I needed help with any part of my job.   They called the assistance managers, team leaders.  You would spend 5 minutes a month discussing your metrics.  They included things like amount of time you left someone on hold, how much your punch clock differed form the phone clock, yes, you have 2 places you have to punch and they always have to match precisely,  and how productive you were according to there computers.  This was another laughable part of the job as nobody could explain how the scores were calculated.  If you have a discrepancy good luck getting it reviewed and corrected.  This was an everyday event.  I eventually ignored it all and just stuck to taking care of the patients and members I was working with.  You could never talk or communicate with anybody regarding metrics or procedures.  It was always through your TL.  The hardest part of the job was not being able to help someone that was either homeless or on the way to be.  And while the real wins were few and far in between, when they happened, it was miraculous. Enough so that it fueled me for 2 years.  Unfortunately with the current political environment, social health benefits are quickly being being cancelled so it was becoming to stressful going through the steps of looking for help, when in the back of my mind I knew what was going to happen.  Time off was another stressful process.  You accrue vacation at a pitiful rate.  Same as sick time.  But with sick time you could not carry over time from the previous year.  This means that come January, February and March if you need time for anything other than PTO you would have to just take the day off with no pay.  And requesting PTO is almost always not approved as again, this goes through a scheduling department that always says they cannot afford to let you go on vacation.  Taken unscheduled sick time would also be penalized because the computers would ding you for not being at work when scheduled.  The program and department started as  a wonderful example of a health provider offering real, hands on  and personalized assistance that few can access without a county appointed social worker, but as every thing in our world it was diluted into a program that was more for looks than substance.

A typical work day for an entry-level agent in Production (after the 6 weeks of rigorous training and on-the-job-training) involves clocking in (on time or you’ll be held accountable for your attendance and get written up), taking inbound customer phone calls for 8 or 10 hrs (depending on the shift you get stuck with when you’re hired), and clocking out.  Depending on the client your site supports, these calls range from inquiry-related to irate and entitled.   how you as a person handle being spoken to by these customers determines whether or not you can handle the job.  If you are the type of person who can shrug it off and let it go, then it’s really not that bad. But if you take things personally, or get upset when people are rude or call you names, this job will wear on you until you either end up missing work until you get fired or quit because of the mental toxicity of the culture.  
I learned an intimate amount of information regarding banks and the financial industry while working there because our client was a huge bank.  This knowledge helped me in my personal life for years to come.  I also learned how a corporation that is primarily focused on delivering sometimes unachievable metric values to their client operates.  And ultimately, all employees are 100% expendable and replaceable.  So there is no real job security.  The most enjoyable part of the job were the friends I made while I worked there.  No one really understands what it’s like to work in a call center unless you’ve done it, so you share a unique familiarity and it bonds you.  That’s what got me through some of the worst days.  
The culture is metric-driven and ruthless. If you fail to meet the target KPIs leadership is demanding, you will eventually get fired for your performance.  But the time before you’re fired is demeaning and dehumanizing.  Your calls are monitored/listened to and scored more frequently and at a much higher level so mistakes are statistically more likely to be found. This cultivates an atmosphere of failure and lack of support.  When you’re constantly being told “do this, or else” there’s not much motivating you but fear that you won’t be able to provide for your family and that makes the you do unenjoyable and meaningless.  And because one begets the other, you wind up continuing this vicious cycle until it (or you) breaks and the ax falls.  The sad thing is, at the end of the day, you know that when you walk out those doors, you won’t be missed.  In fact, Management makes it perfectly clear that you’re the contributing reason they are not meeting their goals (which impacts their ability to bonus) and are even shown how much better the team would be performing if your numbers weren’t impacting them as a whole.  
Some people are naturals at quickly learning the content, communicating effective solutions to customers, and keeping their head down. These are the favored few.  These associates get away with breaking rules, hanging up on customers, and missing work all without repercussion and solely because firing them would be detrimental to the business.  But if an outlier employee did those same things, they’d be let go immediately without question because their performance isn’t worth trying to retain them.
It’s unfair and inconsistent though leadership claims the opposite.  But I guess you don’t really experience that kind of stress and pressure  until you’re promoted and all of a sudden you’re the one being told to be unfair and inconsistent with managing your associates… “or else.”


Ladies and gentleman grab your popcorn. You are now about to taken through the HORRENDOUS AND GRUESOME experience of what and how Ttec treated their workers on the SBA project work at home which lasted 2 WEEKS


1. They notified 1,500 people through their emails on a Saturday Night that they had no other day to interview but on a SUNDAY AFTERNOON.

2. "TRAINING" started MONDAY and it was only 1 DAY. 

3. MONDAY was filled with so much confusion, agony & chaos. One of the "trainers" had a very nasty attitude. She was from the brick and mortar  part of Ttec. It was very obvious she got on by who she knew, because the criteria couldn't been due to her skill sets, character or hard-work. She treated the 40+ people in the zoom class like children. The other trainer was nice, but the other one was a very poor selection.

4. All "TRAINING" consist of was a manual PDF guide of getting a username and password of the client's phone system. After that everything really went down hill. We downloaded more PDF guides of the SBA scripts and information. We took a "test call" just to see if our headset was working AND THAT WAS IT! WE WENT STRAIGHT TO CALLS. 

5. WE HAD NO LUNCH BREAK. THAT IS ILLEGAL.THIS WHY THEY STAY BEING SUED. WHEN LUNCH WAS BEING MENTIONED, THEY IGNORED THE QUESTION. OUR TRAINING STARTED AT 12:00 PM EST TO 8:30 PM. WE took one break at 2:00 pm and after that, they kept putting us in all these different zoom rooms with different trainers/facilitators who didn't have a clue on what to do. (Not to say it was their fault, but it seems as if they were in the dark too. THEY DID NOT HAVE A PROPER OR PLANNED OUT SCHEDULE FOR US. NOTHING BUT CONFUSION, UNPROFESSIONALISM AND UNORGANIZATION. 💩

6. THEY DID NOT SHOW US ON THE FIRST 3 DAYS ON HOW TO SET UP OUR DIRECT DEPOSIT OR HOW TO SET UP OUR KRONOS. WE ALSO COULDN'T EVEN GET INTO WFO TO SEE OUR SCHEDULES .  They wanted us to still take calls although we didn't have a way to track our time nor did we have information on when we come into work. One of the people in charge of the main zoom room was that "They don't handle that" and "You won't get paid if you don't come into work". This company uses manipulation tactics to make YOU feel bad because you have legitimate questions about your pay, schedule and time. 💩


7. They promised full time schedules, but instead they were reduced to part time. You know why? The couldn't afford to pay everyone. They got way in  over their head. They didn't know what to do. They over-hired  too many people giving them a false sense of hope and promises they could not deliver. The program laid everyone off on a WEDNESDAY. Then wrote to people that they could come in work if they have a schedule.💩

8. LAST PART. They not only cut people's hours after Wednesday, but they start cutting the days including weekends. We always got apology emails stating that "Ttec is working hard on your behalf" "This is not the impression we want to give for our "applicants". ALL of this just to finally see on 4/15/20 that they laid people off for good. To add insult to injury they blamed people's computers although the computers/headsets took calls for the program. They didn't blame themselves their inadequacy and incompetence of "running" a program. They should be the ones that's getting fired. This couldn't happen at a worse time. They have no consideration of how hard this covid 19 is affecting people finances and they decide to play with people like this????. May God have mercy upon this company.

The only good thing about this job is the pay.  You’ll earn a decent hourly for working from
home which isn’t too bad and they do send you all the equipment you need however the training is terrible and rushed. The instructors themselves are really really nice but everything regarding Medicare, open enrollment, receiving calls, following the script, collecting information, filling out the application, medications, price, co pays, IEP, AEP, SEP and so much more etc is all expected to be known within a month. Not even a month, technically 3 weeks then you have 1 week of call training regarding everything you’re supposed to know then you start by yourself. It’s also important to note that the trainers have to follow a guideline regarding our training so the issues I have or we all have is absolutely none of their fault but TTEC and/or the insurance company you work for themselves. You’re also scored and monitored on each and every call. If you’re bilingual you’ll be responsible and issued for answering calls for 5-6 different states as opposed to just 1 for English speakers and literally all day one after another, more times then not the customers are rude and/or disrespectful. The benefits they offer are basic and since this is a seasonal and temporary position some of the benefits you apply for are technically unavailable to use since you’re not a permanent position. If your equipment is damaged or not working by the time you finish your seasonal employment the price of the equipment is taken from your pay. Your commission also is not received  or paid until the end of your employment from my understanding and what we were told. Anyone who saids this job is flexible is lying because they give you a specific schedule you have to work which could be  anytime from 2am to 6am the following day depending on your issued state since you have to be available for different time zones. The flexibility comes from when they need you not when you are available to work so there is no work/life balance here. Most of us are working from 12 or 1 pm to 8:30 or 9ish pm with a RANDOM 2 days off of THEIR CHOICE.  The schedule is also subject to change so you may get 40 hours one week and 35 the next week and the hours are also subject to change. Also a big issue we’ve had in our class is the information that was provided on the offer letter and pre training emails is different from what they want and expected for training amongst other information. For example,  Most of us were told our training was 9-5 and instead it was 12-8:30 pm which created a trust issue off the bat. The hiring process was also the sketchiest process I have ever been in, in any job. The good thing about the job as well aside from the pay is that it is an AT WILL Employment so you or TTEC can cancel your employment at any time without being penalized. If you have nothing available, have the time or need the money, Try it out. At the very least it is a decent or good experience on your resume or just for you to have but I  PERSONALLY wouldn’t recommend this as a permanent position. More like I said something you do temporarily or until you find something better or for the experience. I’m being extremely generous with the 3 stars and thats strictly because of the pay and how nice the trainers are or at least my trainer was. 

What is the best part of working at the company?
My experience with TTEC, was very poor. I interviewed and was given a start date 6 weeks after the interview, but when I showed up for the first day I was told that my background check had not come in. This of course was very frustrating, but they gave me a new start date 4 weeks after later. I called two weeks later to see if they had gotten the background report back, they had not. I made a call to a representative of the State of Wyoming to check what the hold up on my background check was - was never given a clear answer, but was told that they would send it to TTEC, in Colorado immediately, and that they should have it within 72 hours. I called TTEC, 72 hours latter, and they had finally gotten it, but the position I had applied for and been offered was no longer available, but they stated they had another position that was starting following Monday, I accepted the position. Went through training, and was on the phone for week never getting any reviews of my calls. I checked on Friday before I left to verify that I had passed my training review, and was told everyone in my class had passed. Since I believed that I had a position with TTEC, I notified another company that I had applied to and had expressed that they wanted me to start the following Monday that I that I had accepted another position and would not be able to start on Monday. Monday came, I reported to work, and was then notified that I had not passed my review, though it was noted that I had the highest customer satisfaction scores and more Kudos than anyone else in the department that wok, and was offered to be retrained in the department that I originally applied for in the next training class that started in 2 weeks. I declined that offer - and stated on my exit paper the same story that I have stated her. It is my opinion that TTEC is a company that has neither is employees or customers best interest in mind, they are more concerned with fulfilling the  letter of the contract, and not the meaning and purpose of the contract - perhaps that is why they are having such a hard time getting qualified  applicants to apply, or stay with the company.  Which is truly sad, because in the end, they will lose their contract and be replaced by other resources that is cheaper and more customer focused. 

What is the most stressful part about working at the company?
Management is not forthright and truthful, and fails both its employees and its customers 

What is the work environment and culture like at the company?
Poor, work environment was totalitarian and non-communicative. 

What is a typical day like for you at the company?
It is a high security environment, in which you can have no personnel items at your desk except a drinking cup, all  personnel items, including cell phones, pen, pencils, or any item that you could write on have to be locked up before you go on the work floor. While working it is next to impossible to family members to notify you of any issues or emergency that might occur while you are at work. I have worked in high security operation centers most of my professional career, but nothing like what they enforce.

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