customer service representative

social media specialist

insurance agent

customer experience specialist

moderator

Teleperformance

I was referred to join this company from a friend whose family all worked here. They all raved about how great it was and that the work life balance is worth it. I have mixed feelings. 

First off. The work life balance comes at a price. You're able to technically miss two days a month without needing to give any reason, but after that you're expected to put in PTO and explain why and typically make those hours up. Managers and supervisors will "keep notes" about each time this happens. 

So if you end up with an early afternoon to late night schedule Mon - Fri you're likely to struggle with making appointments work or having any life with family or friends outside of it. Forcing you to give up a Saturday to do everything. 

They don't really work with you on changing schedules once they're set. 

You have to work at the company for six months before you can take part in their JUMP program for advancing to other lines of business or management, supervisor roles etc. 

If you're unlucky you won't reach the six months before you get transferred to another LOB and have to go through training all over again. 

Each line of business is different but within four months the job I had trained for was discontinued with the company, and I was forced to transfer to another LOB or file for unemployment. If you have equipment issues you have two days to figure it out during the training week before they label you as "rewave" in the system. But you're not able to use any of your saved up PTO to cover the time between the classes and you're also expected to be the one who takes initiative to follow up with them. 

The people who handle recruiting are notorious for not following through and blaming it on you, making it alot harder than it needs to be. You're likely to be passed through 3+ people over the phone and text and another 3+ people through email and no matter who you talk to it's up in the air whether or not you even get a response. 

This makes it extremely difficult to discuss schedules because it's almost always first come first serve and it's no guarantee the people handling everything will even notice they haven't sent the teams link to discuss any of it. It's basically pure luck at that point or worse... Having to request through someone else who works inside the company to follow up in your stead after several days of no response. And even after it's all said and done: you're still made to be at fault for it and they won't work with you to accommodate what works best for you- dispite THEIR mistakes. 

Have not figured out if it's a "too many cooks in the kitchen" situation or just blatant lying.. but if you're told by a recruiter that training is x amount of pay and then it'll go up once in production: that isn't true at all. Most LOB's receive no pay raises once hired. It stays the same. Unless otherwise specified there are no bonuses and no annual raises. 

Along with the lying vs just misinformed thing, if you're told that metrics don't matter as much as attendance that is also not true. Most managers will be on you if your metrics are not meeting for even a day or two. And they'll continue to pull you into "coachings" to "encourage" you to do better. All but implying that if it continues like this and becomes a pattern your job will be on the line. But given the fact this is phone metrics (call center basics) it's pretty much common knowledge that not every call will go smoothly and not every customer will be manageable and work with us. I've watched people constantly leave early or come in late stay at this company for years vs. new hires struggling after nesting period being ridden into the ground over metrics and chased off. Perhaps that's just a manager thing.

The metrics for clocking in, going to lunch, and breaks are very very strict. You either need to come back early or set alarms to be there right on time. Seconds count against you. 

Advice I can give you,

Pay attention to the offer letter as they include your training hours AND the work schedule/hours you'll be given going forward. 

Training is MANDATORY attendance and if you miss you better have a reason that is labeled emergency- or you'll be let go. They do understand that accidents and emergencies happen but just planning a day off or not showing up half a day is not excusable (understandable). You'll still have something in your record showing you were given disciplinary action for it though. 

Document EVERYTHING
Take notes when in training, guidance isn't easily provided during production. 

If you're late document it 
If you have to leave document it

Pretty much any time you have something come up, document it. 

This comes in handy when needing to prove if you were working or had computer issues  (frequent issues with tracking production metrics)

Restart your computer 10 minutes before you're asked to start logging in. (If your shift is 12:00 PM log in is 11:55 reboot your computer 10 minutes before at like 11:45 these things load SLOW) 

Do not wait until 5 minutes before your scheduled shift to do everything, it'll count against you if you're late too many times due to slow computer. Even if it's not our fault. 

Keep in mind this company outsources alot of positions to all over the world. So  you'll likely have some issues getting things done if you're from the USA and the people overseas don't understand what you're asking them to do. And that will trickle down to you if customers end up having to go through them before getting to you. 

All of that being said. In just a short few months I have made some of the greatest friendships. The coworkers you click with make the work experience great. And there's plenty of great people working for the company.

So far my experience with this company, I started in June of this year, hasn't been great. It isn't the worst place to work as you get paid decently, and can receive decent benefits. There are a lot of promotions you can apply for within the company as well. My issues have been with the HR department and them not wanting to fully compensate you. I'll go into this more later.

A typical day at work at this company, in my position, starts with you trying to find a cubicle to work in. This place is a call center, so you'll be making calls your whole shift. There are usually assigned seats in a center such as this, so you can hang up helpful tools or reminders on your cubicle walls. There is no structure at this particular one so anyone sits anywhere. They have a clear desk policy as well. This means you cannot bring anything personal into work, and you cannot have any paper or pens. Everything you have on the work floor must be laminated, or it will be shredded. I had personalized my cubicle with a whiteboard for notes, and laminated pieces of advice/guidelines. Someone sat in my cubicle on my day off, destroyed my whiteboard, and took everything I had hung up down. The management will not enforce a seating order, or assigned seats. 

After finding a seat for the day, you are to sign in to a program to clock your hours. You also have to sign in to a phone program on the computers. This program is very poor in quality as it has errors almost 3 times a day, which will kick everyone off their calls, and will need a new installation before it can run again. Once you get your program installed/working you make calls. The kind of calls you make is dependent on which part of the company you are in. We are contracted by companies to act as their call centers, so we work for other companies. An example would be in my call center side, there are multiple contracts per workplace, I work for a specific company but Fred(a generic name) works for a different company on his calls. THey seperate campaigns by partitions. This is a terrible idea as some campaigns are unruly and will scream and holler while we're trying to work. I've had multiple clients disconnect due to an issue of background noise.

Once you start your calls, you'll usually have two breaks and a lunch in your schedule. The breaks are 15 minutes long and the lunch is 30. If you work a 10-hour shift, you get 3 breaks. Your shift is really 30 minutes longer than you get paid for because lunch isn't paid. You also accrue points based on how tardy you are, or how many days you miss. 1 point is accrued for being 61 seconds late to an hour late. 2 for 2-4 hours, and 4 for any longer or a day missed. It takes 6 months for points to decay. You receive a verbal warning at 12 points, a corrective action at 20, and are fired at 24. This point system they preach about isn't held in practice though. Anyone can miss a day as long as they call a call-out line provided to us. Not only that, but there is no excuse for missing a day. I had to go to the hospital due to an allergic reaction, I've had to take my girlfriend to the hospital for a kidney stone, and I went to see my grandpa getting surgery for his heart. All of those misses were not excused, this was before the call-out line was provided. You cannot take any sick days either. There are no forms for the management to fill out for your corrective actions, so the rule isn't even properly enforced. 

You typically leave at a half hour mark. Example: You come in at 8 AM and work an 8 hour shift. You leave work at 4:30 PM. Anytime you work a weekend or after 5 PM you are supposed to receive a $0.25 raise to your hourly wage. This would come out to $9.75. After inquiring about this raise I never received to HR numerous times, AND filing a payroll discrepancy form, I received HALF of my raise. That's right, $0.125 an hour added to my wage instead of $0.25. Another issue EVERYONE in my branch of the company were not given holiday pay for Thanksgiving. We were supposed to receive the day off, and the Friday after it. They were given off, but no pay was given for either day. They also forced us to go that Friday without pay, and won't let us come in for overtime to make it up.


The co-workers can be fun and interesting sometimes. I enjoy working with some of the people I do work with. The clients are a huge enjoyable part as well. When you get to talk with someone kind over the phone, it make your day start going well. It isn't fun to receive a really angry caller, but they train you ho to deal with it. The training is pretty good, they train you for 2 weeks on protocols and how to use the programs. They then take you on another set of a 2 week training course where you make calls for yourself, and they help you out by grading how you did, and give you tips. They also will let you train more, and give you more tips if you ask for help. This is mainly due to the management/trainers we have being excellent. The management team works really well together, and they all have their own strengths brought to the team. I enjoy most of them as they do their job and get things done, but there are a few that don't care and won't help you get anything done. They will at least be nice about it and just blow it off. 


All-in-all I can say that this job isn't the worst. They have pretty good job-security if you can maintain your call metrics, and pay decent for a full-time job while attending College. They offer PTO and health benefits, however the PTO isn't supposed to start accruing until 3 months after working there. There was a recent change in the company, ours was originally Aegis but was bought out by Teleperformance, so us who had PTO no longer get it until a year full with the company. Mine doesn't start accruing until next June! The wage is $9.50 an hour, and you get around 42-44 hours a week. I wouldn't recommend this place to pursue a career, but as a place to start it isn't too bad.

Where should i begin? For starters, the pay is okay for the amount of work that needs to be performed. Management is never anywhere to be found,  my pay should have increased after training by 25 cents.  2 months after training it still was never changed. I was supposed to work 9-5 (ONLY reason why i took the position in the first place with weekends off). The person who interviewd me gaurenteed the hours and the weekends off. After training my schedule was changed from 9am -6 EST to 7-4 EST, Mind you i live in central Texas, so they basically changed my scheduale without any notice. If you do the math thats 6 am - 3 pm CENTRAL STANDTARD TIME. When i asked my "supervisor" about the schedule change, and why did it change without any notice to me, i only got "ill look into that for you". Which i NEVER got an answer back, but come to find out that the same people in my same training class had their schedules changed for whatever reason. Hmm okay weird, but i still continued to get up at 6am (which I'm not complaining about, but like where is the comunication?) Anyways, The training they give you, i mean its okay but after every lesson or activity it was always "but you wont need to know that you'll just transfer the member to sales, or wherever they need to be". So if that was the case i went into the position thinking okay not to bad. LOL boy was i wrong. Then getting told "you'll only be doing Navigation calls or roadside calls" then when someone asks you about a new promoion and then you try to transfer them to sales, youll spend a couple seconds literally ARGUING with a sales rep, the same sales rep thats supposed to be on your team or even the tech team LOL. So instead of rather helping members out the Advisors are arguing about who should take the call. It got to the point where your trying to transfer members TO BE ASSISTED instead the SALES TEAM, OSTA, CCT AND MAG will argue with you, they wont want to help you if you have the wrong dept, no instead they argue and hang up. If they don't know how to deal with a certain call they simply hang up or transfer the call somewhere else where. So for the management all they do is add you to a Skype group (and that's if they add you , so for the 2 months after training i was taking calls with absolute no help or guidance from a supervisor or team lead). When you ask a question, instead of helping out they tell you to go read an article "look it up GM Answers" which causes the member to be on hold more then what they should be when all i asked was a simple question that could've been answered, could've saved the members time and the advisors time to help out other members. 

So lets back track, No Management, No Pay Increase (as promised), Changing of schedules without an appropriate or prior notice, Very RUDE SALES & TECH team.

Okay now lets touch on one more thing... THE MEMBERS. I don't even know where to start, they are allowed to curse at you, call you names and the amount of disrespect you have to take JUST because other advisors are not willing to help them, (remember the part i said about the constant transferring members? or the long wait times because your arguing with another advisor, or because you have to go read an article before giving a member an answer), yeah so you kinda get the idea of the job now?  As an "ONSTAR ADVISOR".
Also another thing, favorites, yes every work place has them. So there was this advisor who was in my training class, well 1 week after training she claimed to be having "phone issues" (which she probably was i have no clue) but the fact is that management lets her clock into work & NOT TAKE ANY CALLS and just sit on a Skype group chat answering questions (and this was not the group chat that I said management was in this was a group chat that this lady got up and created all on her own everyday) Mind you shes getting paid the same as me, but only getting paid to sit in her home and chat all day with other woman in the group, she even brags about her phone not working and how her phone keeps "muting by itself" and how its so relaxing to sit on her balcony and drink coffee and chat with us rather then taking calls and helping ONSTAR members. 

Now the Tech issues, gee that's another story, you can have amazing network and a great computer/desk top that works very well with any other job or on any other given day but their "tech issues" and "portal issues" are horrible then they continue to blame you and the members once again blame you, but instead of helping us once again we are told "go read an article on how to fix your audio issues". Overall the tech issues is another thing that definitely needs to be fixed, and i wont spend to much time explaining. 

To the management i have nothing to say because you guys know exactly what ya are doing wrong and you guys continue to do it on purpose. I have more advise for the people who are about to apply, or are considering it, DONT waste your time unless your into what i just experienced. & hey my experience might not be the same as yours, & I very much hope its not. 

This company is like a wild roller coaster. Teleperformance is a telecommunications company that lends its services to numerous companies all over the world. Your experience is really based on the following things:
The client you're working under (ie Apple, Keurig, AT&T et).
The management (do they care? About you? About policy?).
Your job description (How stressful is that description, what type of people will you be talking to?).
When I first got there I was working under a client who had high expectations that in my experience ended up having an adverse effect on the agents, SME's and supervisors and so on and so forth within the program. It put stress so highly on everyone that it caused fraud to run rampant. The other issue was the people that were calling in. As our job description was retention customer's that ended up on our line were usually angrier than your average customer on many levels. Panic attacks were not common but they weren't unheard of either (both on and off the floor).
I barely made it through the production and began applying for jobs that were off the phone as soon as I was eligible. The company promotes quickly but on the opposite side of things that generally means that the job you're entering to may be more stressful than the last which is why it became vacant in the first place. However I hit the jackpot with QA. I worked with great co-workers, the phone time was manageable, and my supervisor was awesome. She fought for us and made sure we kept within company guidelines. 
For my 2 year tenure I got a hand sized laminated certificate and a lay off notice. I was promptly put back down to an agent level and was told we'd be jobless in about 4 months. 
After 2 they offered a new project: Work at home under a different client. 
Needless to say with unemployment being ridiculously small I took the offer. You had to supply your own equipment, you had to supply a quiet work environment in which the electrical, internet and home phone were all paid by you with no compensation. I was to start as an agent, I would not be put back in QA or an equivalent and I would start at the same rate of pay as everyone else that was coming to TP from outside the company. I also would have more previous M-F schedule taken away and only get one weekend and one weekday off.
The training was about a quarter of what it was for my first client and I was thrown on the phones after only 3 days. It was an utter fiasco for everyone who was in the training course. My poor trainer was trying so hard to keep a positive attitude but it was clear none of us were ready.
I'm out of training but at one point I had to take a sick day and we are in the middle of a blackout period (no days off at all for the 30 day period it's during). Immediately I was given a verbal warning. 
When addressed it was made clear any subsequent days missed during that period no matter the reason would result in a written and then a final warning. It was also made clear that my points accrued due to system errors would not be taken off as the supervisor I was under at the time no longer worked for the company as she had been laid off. Thus there was no way to verify that they were indeed due to system issues. I have been told that they can't count against me as an investigation would need to take place if I contested them. I have been in a situation with similar circumstances and an investigation did not take place so essentially I need to hope I don't need to miss work in the next 3 months to a year as that's how long it will take for all points against me to fall off. 

The benefits are miniscule at best. You are only given Paid time off after a year. The benefits are so expensive you can't afford them unless you are working two jobs (and this one was full time) and even if you could it didn't even cover the full cost of the average doctors appointment let alone any subsequent medication. It would have taken half my paycheck to get anything that was above the bare minimum required to not be penalized at the end of the year.

On the upside of all of this disorganization the pay was actually something that somewhat met the cost of living. At least more so than your average retail/restaurant pay. 
You also were guaranteed a straight 40 hours or more a week (on the down side over time was sometimes required and you weren't told until the day of at the latest, a few days before at the most). 
Working at home has allowed me to spend more time with my family and the freedom of having an emotional support animal at my side without the politics of the company getting in the way (though I'm told I'm not allowed to have her technically while I'm on the phone they've mostly turned a blind eye to it, especially when I bring it up that she's a ESA so I'm not sure of the official say).

I previously worked for a call center that serviced a major wireless carrier down the street.  It was a really bad experience and I was let go after 90 days.  I was expecting Teleperformance was different.  I began working for Teleperformance on November 12, 2019.  Initially, it appeared the trainer was pretty easy going and I thought it was really generous that while we were training new employees had a 1 hour lunch and were paid for 30 minutes of that lunch.  Co workers were generally nice and I was really excited in finishing my 3 week classroom training and closing sales for wireless devices and many other accessories.  However, everything suddenly went downhill on December 3,  supervisor evaluated my assessment which was a mock call of a customer asking to purchase a computer.  I followed the call flow and much to my surprise the evaluator claimed I never asked about a function of his old device and he claimed that he had to volunteer that information.  So as to the discovery requirement I failed.  New employees were given two (2) chances to take the assements.  Since that call was never recorded it was basically his word against mine.  I was told that my trainer would go over that failed assessment.  I expected to have an in depth discussion as to the things I missed but it turned into a 5 minute rushed meeting and I was basically instructed to ask questions before making recommendations and make sure I recommend the entire package.  My interpretation of those instructions  was over simplifying the process because computers and wireless devices are technical and at the very beginning I expressed concern about product knowledge.  Furthermore, I was never given the chance to personally review the entire assessment.  When I met with my trainer I asked if he had a copy of that assessment but his response was that he reviewed it and he has been doing this long enough to address my concerns.  In other words he could care less.  I was naive to think the employer would give me sufficient time to learn about the products and after I began to take actual calls I would quickly learn.  The following day I had to specifically ask for a practice assessment and more coaching of anything I missed.  The actual mock call was from a new employee in my class and a trainer from another class listened.  The call was way too easy.  The employee acting as a customer simply wanted to purchase a portable computer, she didn't even need a word processor, and would download photos from her phone and occasionally play some games.  On the other hand however, the supervisor conducting the assessment the day before asked me a lot of technical questions and the device he purchased was a $4,000 desk top computer.  In any event the supervisor that listented to the practice evaluation was very helpful gave me a lot of good tips and I was thinking I probably would have suceeded if he was my trainer/coach.  I took the second assessment later that morning and failed again.  I applied everything I missed in the first evaluation.  Once again the evaluator claimed I didn't ask questions about the needs for a portable computer he was purchasing for her daughter.  I countered that he was wrong and I did ask questions.  It was readily apparent that no matter what I would have said I would fail.  It's also an extremely unfair evaluation because there is no recording.  My word against the supervisor.  I was shocked that I didn't pass and it was embarrassing.  I have worked many technical jobs in the past with over 7 years of customer service experience.  According to the operations manager they are very selective.  He talked to me like I was some kind of idiot and very condescending.  When I talked to my trainer about the second assessment he immediately told me I failed and I could reapply.  Really, why on earth would I want to humilate myself.  The pay is a lousy $11 per hour, and a $2 raised after 4 weeks.  These days there are several states that have a minimum wage of $15 per hour slinging burgers.  Stay away from this place.  There is no place to get any coffee, they have a ridiculous rule about only bringing in clear cups on the production floor and basically the place is a joke.  One final observation every call I listened to from the production agents they were not following the "call flow" and my trainer knew it and a new employee was actually boasting that he never follows call flow.

They hype you up about the environment you will be working in. The exceptional training being long. However, they tried training mutiple project areas at once and it was a fail situation. 3 different project areas caused a lot of time for 1-2 areas to be sitting doing nothing for hours in training. We then go to what they call nesting or on the floor production with support. The SME's and supervisors had to retrain all of us, basically from scratch and it caused a limit of time you had to have support and practice on the phone before throwing you into a team in production. This is a sink or swim process. If your supervisor doesn't write you up for not making stats/goals they never advised you on and if the sup doesnt agree and is supportive of the advocate upper management will then write them up for not doing their job, they are not respected at all for their abilities. Then it rolls down to the advocate anyways. It is a principle of punish anyone that doesn't agree so they will do what you want! They are bullies. That is just wrong. The pay is NOT competitive for the abuse you endure from policy makers and managers that you must take. They have an attendance policy that must be subject to change at a leaders whim because they lower the requirements for being written up so you get written up more easily. This must be their way to bully employees into fearing missing work. There is not same day emergency time off. They have no real work life balance unless you beg upper management for the ability to not be penalized because you had to rush your kid to the dr. or something else urgent. Its sad that you cannot have any privacy if you dont want to be written up, because you have to divulge it to beg for your job. Their turn around for advocates is obscene. They poorly train you and then they are not even honest enough to tell you you're fired. They simply stop scheduling you and tell you that they are going to look for a better project that you will fit with and then don't call you for months. By then you have another job. Like you have months worth of savings to pay your bills and wait on them to put you back to work in a lower paying project. So you end up refusing work and that allows them to disqualify you for them paying you out unemployment benefits because you declined work. Sorry that is shady. If you spend too much time on a call the supervisors are all over you with "are you ok? Or "do you need help?" and wrap it up". Whats funny is when you reach out for help in the chats there is little response in any timely manner and by then your call is more than triple the time they expect from you and almost done. They also call you out in the main chat with everyone to see. The people are friendly and there is not a lot of members calling in upset. The job actions are easy, the policies and knowledge base they have you go off of is antiquated at best and hard to use. It takes up most of your time on calls, but you are required to use it. They will ask where you get your info if you don't. You are setup up for failure instead of success and the parent companies that are the company's clients are the primary focus. The employees are expendable. The benefits are expensive and confusing, you would think that since we are providing care for medicaid members we would have some opportunity for a low cost and easy to understand healthcare. Nope! If you do not have a lot of experience with vendor company work, don't apply, you have a limited chance of success in this company. For the amount of stress the employer puts you through the pay is not even close to what they should offer. You constantly get communications about job postings. You are the patsy for anything that is a negative reflection of the company. I have been in inbound customer service for almost 17 years and I have seen first hand how support, respect and appreciation motivate quality and success in employees and when there is a lack of employee appreciation the company suffers for it. Sadly, I dont think this company has figured this out yet. They are only worried about their reputation which just happens to be 1/3 of their credo for doing business customer focused success is not even listed, yet tgis is a "customer service position" must be in theory. 

Do you like working in an unorganized and chaotic toxic environment with unrealistic goals to achieve? Then working as a call center agent for “Company ABC” is the job for you! Each day take it upon yourself to arrive fifteen to twenty minutes early so you can find a place to park as they hire bodies to sit in a chair, not talented, so the building and parking lot is over crowed and most likely a few bodies shy of a fire and safety violation. Upon arrival to, you will notice that the parking lot is littered with bags of trash and other debris, so be prepared to drive or walk around it. Once there was even a dirty diaper, even though there are no children on campus. As you walk into the building, you are greeted by guards who check your purse and lunch bag to make sure you aren’t carrying a weapon or anything illegal into building. The fun doesn’t stop there!
Once you get past the guards, start your day off by trying to find your team! Are you upstairs? Are you downstairs? There is no way to find out until the day begins, so enjoy not getting paid as you walk around and determine where you are going to sit and work for the day because of the lack of organization. There hasn’t been a fist fight or a shooting (outside in the parking lot) in months. There should really be a “We haven’t had a…” sign to reflect it, so feel moderately safe as you continue to search for your team. 
As you find your team and get to your desk, be sure to bring wipes and Lysol disinfectant as it is surely to be (a) a different section than you sat at the previous day and (b) disgusting from the previous person who left their trash – since the company fails to adhere to and enforce their clean desk policy. 
Now to the day to day tasks and the basics of what you will be doing on a day to day basis. As an inbound call center representative you will handle an influx of incoming calls from people calling about their cell phone and service. Since the client we service is rated the worst out of the four major cell phone carriers, those calls will vary from performance issues to plan rates to making payments and arrangements, and also cancellations. The two to three weeks of training you are provided do not properly prepare you for the live calls. As a matter of fact, you won’t get your credentials to log into the software, or have access to it in a training capacity until 2 days before you are expected to navigate through it effectively on the phone. 
Prepare yourself to deal with understandably upset customers that are frustrated as they have called in five times in two days and get told different information from each representative each time and they don’t understand what is going on with their account. They will often tell you to look at the notes, because they believe the person they spoke with last adequately notated their account and there isn’t anything there at all! Trying to establish rapport will take every ounce of customer service training that you can provide. 
Also, be advised that the company implemented a leasing program, but they don’t adequately tell their customers their end of lease options. So for years and years they may be paying on an old phone and don’t even realize it! They may feel like they are over paying $20 plus a month (since 2017) for an iPhone 6. Find “words that work” to let the customer know they didn’t “overpay” $480(approximately) the charges are valid. If only they looked at their bill or read the email or text messages – we cannot confirm they received letting them know the status of their lease. Encourage them to upgrade their phone to the new iPhone and how their bill will remain close to the same amount. 
Keep in mind that you are not given any type of leeway with giving customers credit for that “overpayment” because company policy says you can only go back two months for all refunds, even if it’s a legitimate error. Just educate the customer to look at their bill next time in the nicest way possible. 
Finally, be prepared to have a supervisor fuss and yell at you like you are a child because they have to baby sit grown adults who don’t know how to come to work, arrive on time, work their scheduled shifts or try to achieve the unrealistic goals set by the management team.

My time at Teleperformance was not what I would call empowering; to say the least, this company was a mad disaster starting with training.  

The instructors, while I'm not 100% certain, did not seem to care whether the person would succeed or fail. Their only job was to train the individual on how to take a call.  They instructed you on what the best thing was to say and not on how the customer may react to said situation.  They instructed you on forcing the customer to go to the website in order for the customer to process the order.  The instructors did not seem to have a passion for the job, but rather repeating the same rhetoric that they were trained to say. 

Going out onto the call floor was not that much different.  When you start taking calls you are grossly underprepared for the types of calls that you are asked to take because the instructors are, as I mentioned previously, just repeating what they are paid to say.  The calls that you are asked to take often bored on the belligerent side.  While this can be overlooked because of what the customer is going through, this does take a toll on you because of the limited support that you received working there.  In fact, if a customer asked for a supervisor, they would not be around to help you.  One could sit on the phone for over half an hour waiting for a supervisor to take over the phone call.  That is what little support we would receive there.  

Did I feel secure working for the company?  The answer is no.  Within a year and a half working there, the management (all of the management) within my department were fired en masse due to fraud and corruption.  Employees were encouraged to accept the terms and conditions  (although not on the books) when the customer ordered something.  The employees were encouraged to use forceful sales tactics bypassing any customer service complaints (which is what we were initially hired for - customer service).  

We were also monitored for the length of time we were on a call.  The company wanted us to complete a call within 10 minutes.  Mind you, it took the customer at least 5 of those minutes, for the most part, to express their complaint or concern.  Within those 10 minutes, we were expected to keep up a solid conversation and sell everything in the book.  We were told to earn the sale by resolving the complaint, but the complaint often did not have a satisfactory resolution for the customer.  How is one supposed to earn the sale when the solution is not satisfactory for the customer? 

Did I feel supported by my manager?  No, I did not.  My supervisor, who shall remain anonymous was very unprofessional. Her manner of dress was not something that she, or any woman, should wear.  She spent most of her time flirting with other male employees or supervisors and/or twerking in the isles while screaming "CLAPPING IS FREE!" while you were on a call.  While these may have been motivational tactics, they were not very motivational.  In fact, most of my customers would begin to feel upset and also reiterate my opinion (which I could not express freely) that it was unprofessional.  

Mind you, it was not a place that I cared to work for, and thankfully I am not able to work for them ever again.  I would not recommend this place unless you absolutely needed a job. 

I have since spoken with friends who still work there, and have discovered that their policy for work-from-home, especially during these times is impossible.
- perfect attendance
- making your sales quota
- being above exceptional 

Basically, they do not care about their employees' health, but rather if the employee plays by the book and how much profit the employee can make for them.  If you do not meet those standards, they could care less if you catch COVID.

The most challenging aspects of working for this company is lacking transparency within the company itself. When i first started here, of course before the Pandemic, there was a sense of community and caring. Under new management you can tell all things come from the highest level of management and just trickle down to employees regardless of impact. It used to feel like the former manager fought ridiculous policy changes or atleast used his position to make things right when he felt an employee was being wrongfully harmed by these policies but under new management, doctors notes for absences are no longer accepted to simply forgive an absence. The PTO policy recently changed to where you can only get approved for a day off if you request such 30-90 days in advance and if, allegedly, it hasn't already been approved for too many others. They won't even approve the use of your PTO time WHILE OUT WITH COVID, because one has the option to work from home. I don't know many people who jump up ready to work in the morning while combating an infectious disease but ok....What this attendance policy also means for you is 1.) They can punish you and keep a paper trail making it completely excusable to fire you at any time, since there is almost literally no way to get any time off if not asked for over a month in advance. This is a bullying tactic to convolute one's sense of responsibility to the company, over their personal responsibility to their own health or family. 2.) This attendance policy is the way it is to harbor fear and control in people who like anyone else, have personal lives to live. This job does not afford you the luxury of having a personal life or anything to pop up out of the blue, without fear that you'll receive punishment or lose your job for an unexpected illness. Also, the mistakes just keep coming. On multiple occasions i have been approved time off and it has been missing from my check. Then you have to fight to be paid what they know you were due. Asking HR any question about anything HR related including policy, insurance, etc. Most oftentimes gets met with "I don't know" or you'll have to reach out to so and so. Besides making mistakes on hard working people's measly paychecks, not really seeing a purpose of this department. This company has no pride for its employees. Simply put, you are a work horse that is expected to work and nothing else, they try to voice benefits and attributes but it's in the fine print, such as with the PTO policy that you unknowingly get shafted and only learn these things once you have been hired and are dependent on the income. In a time where employees are realizing their worth as well as their impact within the job market. Companies should be bolstering employee centered and beneficial policies and ways they are looking out for the common working man/woman but this company seems to only care about the work delivered and not those delivering the work. The building isn't near as gross as described in earlier reviews but is far from sanitary. A mouse crawled over a colleagues feet just a couple weeks ago. I would not recommend this place to work based solely on the dehumanizing and stringent policies they have in place making one feel that they are unworthy of any life outside of the business or unable to have unexpected life events pop up without punishment in addition, for a company that changed its namesake to be a euphemism for "Major Relationships", the only relationship they care about is that of the business relationships that line their pockets. Even for a customer service job, you'd think you'd atleast give half a care about the people delivering the service. 

Pay lowest possible wage, expect complete loyalty and compliance with internal procedures, expect 100 commitment.
No benefits for excelling only criticisms if you don't hit performance targets.
All shifts appear on an internal computer system but you cannot print them out to note what hours you're going to be working a few weeks ahead so you cannot plan your lives.
You cannot realistically be a member of any outside organisation or club plan to go to concerts because you will never know what hours you're going to be working. Can be working several different shifts within a single week. Unlikely to get many weekends off.
You apply for holidays on an internal computer system but even requesting specific days off two months in advance there is a very high likelihood that the request will be refused. You will be treated like a disposal commodity without any respect and without any humanity. You will be their product, but they won't value you, they will expect you to respond to every instruction like you're a five year old.
Unless you're buddy-buddy with top management you will get nowhere.
Management are only interested in performance statistics and couldn't care less about the staff.
They are quite simply the most disgraceful company I have ever worked for, the people you are working with are like fellow grunts, there to take the flak from a constant barrage of complaining customers and suffer the same appalling disrespect from management that you do. Teleperformance don't deserve the excellent staff that they cherry-pick to work for them because they treat them like dirt and pay them the lowest possible wage.
If you work for them you will become a call-handling robot, that's all you will ever need to be and that is all the respect you will get from management. You go in when they tell you, do your job taking abuse from miserable customers, switch off, recharge your batteries and do it again the next shift.
All my colleagues say the same thing - that when they get home, all they want to do is sleep. It's a non-stop nightmare.
This company all all about the stick but there is no carrot - the only benefit is that your colleagues are usually nice people and there is plenty of overtime available, so your work even more hours for them.
They expect top performance and complete loyalty but this is rewarded by performance reviews which will highlight the areas you need to improve, pay will be minimum wage (maybe plus a couple of pennies per hour), they expect you to work the most God-awful shifts but there is no shift allowance. For great loyalty you will get no benefits other than possibly to be treated with slightly less disrespect. Every kind of procedure is secreted behind internal computer systems so you will never have any written records of anything, be it hours, performance, holidays or whatever.
Do yourself a favour - find a company that treats its staff with respect.
I still work for them and they are an absolutely terrible company.
The motto 'Transforming Passion into excellence' is wrong, it should be 'Transforming Passion into passionate hatred' and they should have a sign over the doors saying 'Abandon all hope, all ye that enter here'.

Top Job Titles	Average Salary
Customer service representative 41 salaries reported	$16.93 per hour
Social media specialist 14 salaries reported	$16.71 per hour
Insurance agent 17 salaries reported	$18.88 per hour
Customer experience specialist 6 salaries reported	$17.45 per hour
Moderator 12 salaries reported	$18.08 per hour

Working at TP: Company Overview and Reviews

TP

TP Ratings

Popular jobs at TP

Salary Satisfaction

Job Seeker Tools

Employer Tools

Browse

Stay Connected