servicio al cliente

customer service representative

supervisor

agente comercial de seguros

engagement specialist

Telecontacto Contact Center

There are only two scheduled 10 minute breaks during the day, plus lunch is only 30 minutes. Time is tightly controlled by a Cloud9 system that monitors every minute that you are away from your desk, thus all personal time used(i.e. bathroom breaks) are discounted from  your pay.  At the end of each day the automated system will sum all the hours you were at your desk and deduct any time you were away, thus most are never compensated for the entire 8 hours that they actually show up for.

Call volume is non-stop for the entire shift. There are several key metrics that you need to meet such as Quality (40%), Average Call Time(20%), Schedule Adherence(25%), Customer Satisfaction(15%).

Quality is measured by an automated voice recognition system, CSAT by customer feedback. Management discourages overtime of any sort, thus none are allowed to punch in early.

The work desk area resembles cubicles in a public library, the parking area for the vehicles is very poor, but fortunately free. The headsets provided by the company are poor, you will need to invest in providing your own.

The customer base are  clients within tax payer funded insurance programs for various states across the USA  Most clients request transportation to and from medical facilities or pharmacies. You will need to follow HIPPA, and verify prescriptions to ensure there is no fraud.

There are possibilities of remote work if metrics are kept and managers at the office are helpful for escalations and questions.

There is a small incentive pay for perfect attendance which amounts to $1 per unit hour worked.

Overall, it is a great starter job into the customer service area. The position unfortunately suffers from high turn over due to burnout, thus a small minority of hired staff remains after a few months.

As a company, it’s extremely disorganized. Contracts are temporary and they don’t pay you as advertised. They pay your training about a month later so you’re practically working 1 whole month with no payments. They say it on your first pay day after 2 weeks working there and they pay just a few hours, just the hours you’ve been handling calls. They provide training in nice facilities with parking but when you finish your training, they move you to a completely different location with no parking and barely any space at all to work with. They also micromanage absolutely everything you do, they spy your monitor constantly and even hear everything you say through the microphone. Stay away from this awful company.

A typical day involves a lot of talking, and it gets repetitive very quickly. I learn the documents and the procedures to get Medicaid. Management is okay; there are better options out there. The workplace culture is good; you can talk with your coworkers to make your day less boring. You can also bring a coloring book, book/manga, or Sudoku to keep yourself entertained. The hardest part is that the calls get repetitive so quickly that you get bored in no time. Some days, you receive so many calls that you cannot take a break or even drink water.

This company retaliated against me for being human and reacting to discrimination in a workplace environment by a member. After communicating the situation with Managment. Their response was deliver a memo for the way I reacted. The company , TeleContacto , chose to protect their own interests and not protect the employees. This company supervisors violates Hippa law everyday. They send hippa comunications to employees but they don’t apply them to the selfs. There are on their phones everyday. Even when you talk to them.

Since the onboarding process, everything is a mess. However, if you need a quick buck, go ahead, they are so desperate for employees, they hire the first person that respond to the job offer. Most if the people who know the call center industry knows how this institution works. Don’t expect any benefits at all, and not receive your pay via direct deposit. There’s absolutely no job security, especially if you’re good at your job since they will feel threatened by you. 

What is the best part of working at the company?
honestly not the best job, no OT no health insurance, etc

What is the most stressful part about working at the company?
Everything, trying to pick up more than 90 calls per day

What is the work environment and culture like at the company?
Hostile, want us to have empathy with the people yet they dont have it with their employees 

What is a typical day like for you at the company?
stressfull, and very demanding

What is the best part of working at the company?
El trabajo es bueno pero cogen a muchos anormalitos  para trabajar ahí, 

What is the most stressful part about working at the company?
Se pasan cogiendo gente a lo loco

What is the work environment and culture like at the company?
Se aprende mucho  pero no puedes durar mucho tiempo ahí

What is a typical day like for you at the company?
Coger llamadas y aguantar insultos

There is an immense amount of calls. Little to no time for breaks and if you take them and tell management they still write you up. Management is almost always absent when you need them to answer questions, they take more than 10-20 minutes or more to answer a question you have which almost always results in people asking for supervisors. Very little communication between management and workforce.

It is not a large company, which provides a more familiar environment. It’s a fast paced business, like any call center. You may not get a lot of benefits but usually the make good schedule arrangements, much needed if your a student or have more responsibilities. Can be stressful, most leaders are open doors. If it’s your first experience, you can learn a lot. 

I worked a few months with this company and I cannot recommend anyone, working here for numerous reasons. The most important one being that they take money out ouf your paycheck, everytime you need to use the restroom. It's shocking that they have even a single employee in that company.

Top Job Titles	Average Salary
Servicio al cliente 56 salaries reported	$10.79 per hour
Customer service representative 40 salaries reported	$11.93 per hour
Supervisor 9 salaries reported	$12.00 per hour
Agente comercial de seguros 11 salaries reported	$10.00 per hour
Engagement specialist 15 salaries reported	$12.10 per hour

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