bilingual call center representative

call center representative

senior case manager

proofreader

call center supervisor

The Crossroads Group, Inc.

If you’re looking for quick money, this is the place. The pay is always on time and the work is extremely easy. Their management staff is extremely friendly. I never worked with a project manager that was unprofessional. 
Like any business there’s good and bad. It’s a 1099 job so there’s no job security nor stability. You are supposed to meet a weekly quota, but at the same time you can be out of work from one day to the next and they might not have any work for days or weeks though you’re always expected to meet the quota as long as there’s work. Again, it’s a 1099 job yet when making calls, you’re required to stay on the phone so they can keep track of your call rate. Being a 1099 job, it’s a fine line they’re walking regarding labor laws for 1099 employees. They audit/grade your calls and their grading metric is unrealistic and not uniform. The client has to pick one of the answer choices you give and it has to be exact or you get points deducted. For example, if the client says awesome instead of great, you will get points deducted because the client didn’t say great. If the client gives a response that supersedes the choices you give them you get points deducted. If you choose N/A because the client didn’t pick one of the exact choices you gave, they bring it to your attention to try to get an accurate response. It’s a lose, lose for the surveyor. That’s a bit too much and very unrealistic. Some auditors are a bit more realistic so it’s a bit confusing because just when you think you’re doing well, another auditor gives you a low rating with the same responses you gave. The new software they have is very outdated. It has a lot of kinks. A big one is it doesn’t always save your work. You’re expected to complete all surveys during the call. If you’re on a long call and the customer is going on and on, that’s impossible to do. So you have to go back and listen to the recorded call in order to type every single thing they said. Sometimes that can take a good 15-20 minutes if not more. After all that sometimes the system doesn’t save your work. You are then required to re-do everything and in the end not only do you end up making $4/hr, but you also get points deducted because the system didn’t save your work. They blame you and tell you to re-type everything. Instead of trying to fix the software issue, they tell you that you should of typed everything during the call. Not all calls are like this. But even a couple a week is too much. This is a huge software issue and should have been fixed immediately. Worse case scenario you make $4/hr, but typically you end up making about $16/hr. 
Having a quarterly deadline for the surveyors would be more realistic. This would allow the surveyor to be able to fulfill their full-time job duties especially since this is not a stable job. . Having a realistic and uniform metric grading scale would be much more effective. An updated software system with no crucial kinks is ideal for any business. And listening to and addressing the surveyors concerns, valuing the surveyors would be a few of the things that would greatly decrease the turn over rate and could catapult this company to the next level. 
This is a good side/temporary job. It just needs some dire improvements. Management needs to be willing to listen. I honestly believe the owners  are good people just trying to succeed like everyone else, but they need to listen to their surveyor’s concerns and address them. They are at the forefront and employees that are listened to will be more willing to stay and give quality work. As long as these issues continue to not be addressed, quality surveyors will be less willing to meet their quota and before you know it they will be gone. Successful and happy employees is the key to a successful business. 


 This job offers great flexibility since you work the hours that work best for you as long as you make the minimum weekly completed survey goals. THIS IS NOT A HOURLY-PAYING JOB! You get paid by the surveys you complete. You can make as much money you want. But it’s not as easy as it seems. You can complete anywhere from 2-6 surveys an hour but it is never guaranteed. Some days I have completed 4-5 surveys in my first working hour and then the following hour I only get 2-3 surveys done. Once I word an hour and a half with no completed surveys which means no pay.  It depends on many factors such as if people answer their phones if they want to do the survey, or if you get to complete a survey. A completed survey has to answer at least the first 19 questions (Some surveys have about 30 questions). Some people hang up on you before you get to question 19 and so you waisted time and you don’t get paid even if you get to question 17. The surveys are long and some people can get impatient. Depending on your project you get paid per survey. For example $4.35 per completed survey. 
You get paid weekly and the training process is easy. Everyone from management is very nice and helpful.
I love that you can work independently from home without anyone breaking down your neck. 
The quality control assessment is really strict. Only a handful of people ever get 100%. 
This job is no for everyone. Some people hang up on you mid-sentence and can be rude. But that’s just how it is when you deal with customers. There have been employees working here for over 5 years (which is mind-blowing. I mean how? Lol)  But it’s a great job for students or just as a part-time job to get some extra cash. 



It is a good job to get quick money, not something you want to get into if you are looking for career progression. You get paid on completion of surveys, so even when you are almost done with a ten-minute survey and if they hang up and you call back but they ignore you to complete the last 3 or so questions, they will deduct points for that on their scoring system. I personally feel that their scoring metric is unrealistic and too perfectionist, If I would miss one phrase of a statement said by the customer, there's another deduction. Not to mention that they do suggest we go back and listen to the five to ten-minute call as if I get paid by the hour and have the time to do that. I would understand if the company offered benefits, and pay by the hour, but realistically speaking, I don't have the time to go back to replay a ten-minute conversation that would cost me personally an extra 4-5 dollars that  I could have made that hour.  Managers are great, I will not deny that, they do a great job of understanding you, and working with you. The job itself is really easy and quick to learn. I would simply improve the scoring metrics, or even consider some sort of Software that grades us rather than the people they have. I found that some were more laid back with the scoring and others more strict and tedious.  Good company for the short-term money, but would not stay because it would definitely suck the life out of you. 

Working with the Crossroads Group has been an amazing experience for me so far and I believe that CG is an example of a true success story for small businesses. Just since I started working for CG a little over a year ago, we have added so many new clients and expanded our services to organizations all over the country. It is so fulfilling to work for a company that is providing a service that is much needed (as evidenced by the continuous growth) AND is committed to providing quality service (as evidenced by an amazing client retention rate). As an employee, I really couldn’t ask for much more!

Our core team is also fantastic – I am constantly impressed with the dedication, intelligence, skill, and positive attitude of all the analysts (as well as the contractors). Everyone is very eager to learn new skills as well as sharpen/improve current skills. The president also does a great job of identifying our individual interests and skills and finding ways to put those skills to use which really helps me stay energized, focused, and excited for work. Overall, the work atmosphere is very positive and encouraging!

I worked from home as a bilingual surveyor for a year in the past. I recently returned and currently doing the same job plus more, from their office in Keller. The atmosphere here is peaceful and it has a family feel. There is unity, which is being passed down from the top. Everyone is friendly and more than willing to help. It is truly a team effort to ensure success for all employees and contractors. From the on- boarding, who makes sure to ask the right questions to match us with the project that will best fit our desired schedule. The analyst or project managers, who are always available to help with any questions or concerns. The project coordinator who is always willing to help solve whatever problem arises. And finally, the owner and his wife, who are kind and down to earth people. Also, the flexibly in the schedule is very nice. Overall, it is a great place to work. Having been in the medical field for 7 years and seeing the flaws in the system, it is extremely rewarding to know that we can make a difference through the surveys and patient feedback.

I have been here a total of almost six years.  I had a small break in service due to a family emergency.  The management team goes out of their way to make sure you understand what is expected of you.  They are never angry or micromanage you.  You have a minimum amount of work per week; however, you can always ask for more.  I've never felt not supported by my project managers, as well as the Quality Team.  Even the QA team steps in to help if you need help in understanding something.  I've worked in Corporate America right out of college, in different countries, across different markets, and this is the best fit for me.  I work from home, I manage my own time, I never feel like what a drag I have to go to work.  This is really the best job in the world.  No problems with other employees either.  No work stress from co workers or managers.  I would highly recommend this job to anyone needing to come out of corporate American in order to save their mental and physical health.  

Your work day will depend on your assignment- they have clients in various time zones. So, you can choice when you want to work as most calls are made from 8:30 am- 8:30 pm. The company gives you a lot of training and are very patient during the training period. They give you all the tools to succeed however you must be determined and have "thick skin." My project manager is always a call or email away and is very supportive. The hardest part of the job is that you have to make a lot of calls to reach a person who is willing to take the survey and this can become discouraging. However, if you have the tenacity, determination and drive to continue making calls, you can reach your goals. However, you must be able to be disciplined to work from home effectively and continue making calls if you want to achieve your goals and make money.

This year will be my 11th year working for this company as a surveyor, and I cannot speak more highly of them than I already do. I love the flexibility my work schedule provides especially now that I have to take care of elderly family members. My projects give me the opportunity to work around MY schedule and if I need to make more money on any given week, I can always help out on a project. As for the management department, I don't think I will ever come across a more helpful and understanding team than the one in this company. They are all very professional but compassionate and kind,  and they are always available to help me when I am in need. I am able to call or message my project managers at any time and know that I will get a speedy response to solve my issues. And of course, the most important thing is my salary. I have never had any issues receiving my weekly pay in my account. 

When I found this company on Indeed I was skeptical because it sounded way too good to be true, but I thought why not, and I applied because it was The Perfect job for my circumstances. A few weeks later I got the call, was interviewed, and hired. It turned out to be the best decision for me. That was nearly four years ago and during all these years I can honestly say I don’t have a single complaint. The staff are amazing, they are there to support and encourage every step of the way. They are truly honest and kind people who take a personal interest in their employees. The pay is great, I averaged anywhere from $25-$32 per hour, once I was experienced enough, which didn’t take long at all. The schedule is extremely flexible. I highly recommend to anyone looking for a work from home subcontractor position.

If you are looking for a reliable company to work from home, The Crossroads Group is the one you should choose. As a stay-at-home mom this company has given me the opportunity of making my own schedule to get my deadlines on time and without the stress related to "Micromanagement".
They are always prompt on the payments and whenever I have made a mistake, they have responded in a professional way-where grace is always present.
They provided you with training and monthly evaluations that help you improve the quality of your work.
If you are planning on applying to work with The Crossroads Group, do not hesitate and do it! You won't regret that decision!

Top Job Titles	Average Salary
Bilingual call center representative 3 salaries reported	$21.50 per hour
Call center representative 2 salaries reported	$21.00 per hour
Senior case manager 1 salary reported	$36,000 per year
Proofreader 1 salary reported	$14.50 per hour
Call center supervisor 1 salary reported	$54,185 per year

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