appointment generator

customer service representative

technical support advisor

call center representative

technical support

Transcom

I want to start by saying that I initially felt great about working for the company. They said they were the best place to grow and work your way up the ladder etc. You would get bonuses every month for showing up on time and you get to work from the comfort of your own home no silly office politics, all sweet right? Well what I experienced was the complete opposite of sweet. 

Training was 5 weeks long. During which we went through a bunch of articles and power points. There was so much information and code numbers thrown at you it would make your head turn. Thankfully you are told you don't have to memorize everything. After only the first week of training we are  told we would have to take real live phone calls and help customers. This was surprising because we barely knew what we were doing at that point but we were expected to  fumble our way through call with a customer which is completely unfair to them that we get to waste their time. The whole training experience left a bad taste in my mouth and I was already feeling unsure about everything at that point.

By the time the 5 weeks are up and it is time to hit the floor you are placed on a team with a Team Lead who is pretty much your manager. Now here is where Transcom starts to become the stressful job I was talking about. Your Team Lead may not be available all the time. Even though it was me and my trainees first week on the job we often found ourselves left completely alone for days with no manager to talk to. The Team Leads are apparently in meetings 80% of the time or off doing who knows what so you are left completely alone. Your first week om the floor you are left feeling helpless as you take call after call from customers angry at you or their product not working.

Now that isn't even the worst part about all of this. The absolute worst part is the "metrics". You have to meet these arbitrary numbers every week/month and constantly show improvement or else you risk your job. These "metrics" control everything. Your bonus, your chance for advancement and even your job. Now okay I understand you need to track performance somehow. However the "metrics" are the must one sided unfair way to go about doing so. You have no control whatsoever of your "metrics". If you get what is called a DSAT you are already in trouble. The problem with the DSATS is that they are given to you by the customers. So unless you can satisfy them you risk getting that negative review which can put your job on the line. Even if the customer is upset at the product itself they may leave a bad review which will affect you. Also forget about that bonus because it is tied to the "metrics".

There are other standard call center "metrics" like call time etc. which is another one that is difficult to control because in a tech support job like this you will get those who cannot use technology and need help with every little thing and you end up guiding them through for an hour or even longer. To get to the point the "meteics" control your future and they are the thing that you will be micromanaged over. You will have people listening on your calls every day randomly just waiting for you to say one thing inaccurately to try and dicipline you. You will be hounded to keep these "metric" numbers low and you will be controlled by the whim of the customer through DSATS. Sounds stressful right? The point I am trying to make here is that you have no control over whether you will keep this job no matter how well you think you are performing because one bad review from one customer who is having a bad day will put you at risk of losing it. Also the other metrics contradict each other. You can't have one "metric" be low while trying to keep another "metric" high due to what each "metric" asks for. 

Bottom line is that that you may think work at home is not stressful and you get to manage yourself but it is the opposite. You will be micromanaged, scrutinized and constantly be held under a magnifying glass. I won't say this is the worst job I have ever had but it is up there. Working at home is not worth all of this stress and fear of losing your job at any moment over a bad review.

Tl;dr-. Work for Transcom if you like being micromanaged over arbitrary numbers which can cost you your job and you can't entirely control. All while getting paid $8-9 less than what someone else in your industry would make and getting no raise, barely any paid/unpaid time off and working many hours a week.

This review will be a lengthy one . So if you want all honesty and no bull then please read further . So I am currently a T1iOS , MAC+ Advisor and a Mentor , my job duties include assisting customers with technical and non technical issues . So let’s discuss training if you are interested in this job apply and get hired you will be trained in a room called Blackboard, during this time of training your trainer may or may not be on camera, the training does consists of many slides and a lot of searching for articles in order to properly prepare you to look for information while on a call to assist your customers , during the first or second week you do take phone calls in order to prepare you for when you get on the production floor , but just like any job when you try something for the first time you are very nervous about it and then with practice you become more confident , before you can even make it to the production floor you have to pass your final exam , I have seen people in my training class go all the way through training and don’t make it to the floor because they fail the exam (which if you fail the first time you can take it again) . So once you pass the final exam you then make it to the production floor ,you have about 15 other coworkers and you communicate with your manager via a chat room , a lot of the times the TL’s are busy because they have meetings and sometimes they have to assist coworkers in another BB when they are having tech issues with there systems . So you will learn to become very independent which is okay with me because I like to work and find the answers on my own anyway , you do have the help of some of your seasoned coworkers when the TL is busy with team meetings and coachings. My Team Lead is wonderful ! Next are the metrics , so depending on what you do you have certain metrics you have to meet each month , now of course if you are fresh out of training they don’t expect you to be perfect and on point with everything because it takes time, the biggest things that are focused on :ACW :AHT:CSAT:COMPLIANCE:KNOWLEDGE:
ATTENDANCE - which you only have to really meet in ACW , CSAT , Knowledge, Attendance and Compliance to recieve your bonus which could be anywhere from 18-200 dollars , you work with a QA (quality analysist) who listens to your calls at random and then grades you accordingly as far as the criteria for what you are supposed to do on a call , and sometimes you get dinged for things you did correctly on a call because a QA may not have listened to the full call - it has happened to me which is one thing I don’t like , your TL also listens to your calls live and as long as you are doing what you need to then you have no need to worry . CSATS are the customer surveys -which is another thing I feel iffy about because I have received plenty of surveys where I got a 100.00 percent for my CSAT score and the a 1 for a promoter , but if overall satstifaction is  very dissatisfied then what do you think happens ? That survey is dinged as a DSAT , which I disagree with if a customer calls in and is happy with you but mad at the product or the new CEO of Apple and then decides to express that on a survey it falls back on you I have read a lot of reviews were people have said oh I get wrote up for this and that and honestly I have been working at Transcom for almost a year and I have been wrote up like once ... so you do the math and like I said before I do have a awesome TL ,so that has a lot to do with it -When it comes to being micro managed I can say that’s one thing that I really haven’t dealt with, I don’t have my TL down my back. Let’s see what else.... Pay the pay is ehh okay it could be better because there are other companies that work on the same campaign and you get paid about 2-4 dollars more , a lot of people say they didn’t get there raise , I recieved my raise , I will say that I had to constantly send out emails to make sure the payroll and HR department stayed on top of it but I finally got it so all is well , I think that when you learn a new skill you also should get a raise because you know have that extra experience and lastly attendance this company had a very strict attendance policy however if something happens to you that is beyond your control they are very caring and willing to work with you depending on your TL - for the most part this job has good things about it and it has bad things about it which every job does , you just have to find what works for you .. so don’t get discouraged with all the reviews . Apply , get the job, and see what’s it like for yourself and you decide if you like it or not .. hope this review was helpful

Before I go into this, let me give some backstory: I've worked for more than a few call centers handling very sensitive customer information, retail stores, and other jobs around my area. If I EVER had to miss a day, I'd always give ample prior notice, unless it was something that happened just out of the blue and needed immediate attention. And even then, I'd still let my managers know what the situation was before my shift started. My Transcom story is fairly short, but worth a read. After accepting the position they offered me, they gave me 24 hours to complete some paperwork. Not a problem, usually, BUT, they sent the wrong versions of the documents. This happened 3 times, before I finally got the correct papers to sign off on. I was barely able to get the documents sent in within the timeframe due to their ignorance and slow response times, but whatever. I finally get the machine they sent out. I go through orientation, which was just everyone getting to know each other more or less. Day one of training was... dull. We didn't really do much but go over basic policies, and a lot of documents that covered the rear of the company I was gonna be working for, and most of it was stuff that everyone knew, minus one or two curveballs. Also, not to mention that they were for all intensive purposes telling us to be shady about things that really needed to be known to our customers. Day two of training is where things started to hit the fan. Where I live, we've been getting a MASSIVE amount of rain. So much so, that my office floors were flooded to the point of water coming up through the floorboards. This is something that required immediate action, and could not wait under any circumstance, unless I wanted to risk the water damaging more of the house and my personal equipment. I E-mailed my trainer that same night explaining the situation, with pictures to prove what I was claiming, as well as called the phone number they provided in an e-mail, which was not working, since I was still in training, and didn't have the appropriate information to enter into the automated menus. Keep in mind that one day for us was actually less than 8 hours, since our lunches weren't paid. They are closer to around 7.5 hours (this will be important shortly). Day three: I get up, get on the computer, and log in to the training room 30 minutes early to make sure nothing was going to go wrong with the machine potentially, since we had a few people in the class that had those issues (who also got reprimanded, I might add). About 2-3 hours into the day, I get pulled into a private room with a supervisor. I wasn't sure why, but I rolled with it. I hear her come on the microphone, so I open mine up. Without missing a beat, she tells me i'm terminated, and starts listing off stuff. NONE of which tell me why I'm being term'd. so I ask her. She says that "you've missed 9.75 hours of training.". After she stated that, I asked her where the extra estimated 2 hours came from, and she kept dodging the question, like she didn't want to answer it. Once I realized that she wasn't going to give me that information, I attempted to tell her that in the agreement I signed, the most we could miss was 10 hours, and that even if what she previously stated was INDEED true, I would still be within that 10 hour window. The manager then proceeded to start to talk over me, and not let me get any word in. After a while of this, she threatened to get someone over her into the voice room. It seems she didn't expect me to say yes to that, but I did. She claimed after a short amount of waiting that her boss couldn't come into the room because he was "busy on the phones". when in reality, I could see his status on the chat client we used, and he was marked as "avalible" instead of "busy". After that, she booted me from the training session, and the IT department locked my machine. I proceeded to send one last e-mail to my trainer to get the phone number for the HR department. I got a fairly passive-agressive e-mail back from the same individual who terminated me, saying not to contact the trainer again.

Word of advice: STAY AWAY FROM THIS COMPANY. It's too good to be true, and you'll do nothing but waste your time trying to get anywhere with these people. They don't seem to realize that we aren't robots, and that life doesn't run on a set schedual. I've never in my life seen a place so suspicious and dogmatic in their practices as this company.

This is the concentrated form of what you can ever hope to expect from a work at home call center company: you receive equipment that barely hits the standards needed for your job, you're held accountable for said equipment, whether or not its performance has anything to do with you, you're expected to have a degree in networking as you'll be held accountable for that too, and you'll be micromanaged until you want to puke.

A Typical Day at Work: Punch in the moment your shift is expected to start, no more, no less. Perform your daily duties, which may change on a dime and there are times you're not told what those changes are and you most certainly are expected to know where to find those changes and enact those changes immediately. Expect to have someone breathing down your neck about performance almost regularly so be prepared to have a discussion about performance, whether it's about the fact that you're not pitching enough, your calls run too long or too short, or you're not using specific scripting even though you were told multiple times in training that scripting wasn't necessary.

What You Learned: I learned a great deal about the internal workings of the client I worked for and lost a lot of respect for them because they've been stepping on the heads of their front line workers in order to churn out profits and make the biggest returns for shareholders possible but everyone will look the other way because they purposely hire the lowest common denominator so they will be shamed for trying to perform duties they were never properly equipped to perform.

Management: What an incredibly self-serving, self-congratulating group of do-everything-and-yet-nothings. They'll spout niceties to you but then act in ways that don't seem to respect you as a person, much less as an employee. And if you manage to have a direct manager that you really like, expect to lose them quickly or have them toe the line for higher management that feels very differently almost constantly.

Workplace Culture: They do not let coworkers discuss anything privately except for through email and that is extremely limited as it is monitored closely, which just reeks of distrust in employees. It's not overtly or publicly toxic but all the awful stuff happens in private between management and employees on the down-low. 

The Hardest Part of my Job: Feeling any kind of value for myself or my needs. My life outside of work can be demanding and I went into the position having those needs respected, at first, but the moment I returned from LOA due to work stress that led to mental and physical health issues, that immediately changed and suddenly nobody cared. I actually had no problems with the duties that were laid out in front of me and I constantly got praise from my customers and coworkers for the help I would give them. It was the management and the micromanaging that made things rough and it's the constant need to hit metrics and the lack of understanding that often came from language barriers that drove a majority of my stress. There's some to be expected in this field but this is ridiculous.

The Most Enjoyable Part of the Job: There were the odd customers who made me feel like I really improved upon their lives with the job I did. While that's also something that can be expected in the industry, if you do your job well, as our client was one of the largest global technology companies, I wasn't just always affecting individual lives, sometimes I was saving and assisting with multiple lives. It was truly rewarding when I was able to do this and it was a driving force in me doing the best job I knew how to.

I've been in customer service for 8 years and I have yet to understand what Transcom is really all about and why they treat their agents like they do.   Customers were calling in for a full range of issues dealing with their internet service.  Technical, Billing, Issues and New Customers.   They take the scripted route and demand that the scripts be read VERBATIM, everytime for every customer, every work perfect.   I was actually told by my manager to IGNORE THE CUSTOMER so that they could record me reading the script word for word.   The customer could say, "please shut up" and I would have to keep on reading.  I never did understand where exactly this absurd, militaristic procedure for handling customesr was coming from.  I tried talking professionally to my manager and the guy above him explaining that, hey this isn't working.   It creates a stressful, negative scenario for everyone invovled, especially the customer, but I was totally brushed off and eventually fired because i was so frustrated.    Transcom (a BPO) claimed it was the client (the internet provider) but upon researching the client and posing as a customer myself while talking to the actual client's customer service agent, that was not how I was treated at all. .  I was not read scripts and I was helped by a professional, well spoken individulal.   Yet the way we were forced to interact with customers was a total departure from any of the well known industry-standard protocals.   The customer service industry is a long standing, multi billion dollar industry and over the years has developed standards, that when you work in it long enough you begin to learn and understand and are able to apply the same basic standards from job to job.   Things like listen, have empathy, listen some more, ease customer frustration and turn the call around, etc. etc.   Transcom broke all those rules by forcing us to robotically read these scripts verbatim and if we didn't we were severly penalized. It went so beyond any intelligent reasoning that I finally decided that Transcom, at the clients request, intentionally created a customer service experience designed to PURPOSEFULLY be a horrible experience for the customer and agent as a way to dissuade customers from calling and begin the process of weening them off of the 1800# in favor of going to an all virutal model of customer service removing the need for actual agents.    After all if every customer used the self help tools and never called the 1800 number again, think how much money the client would save, right?   That's the closest i've been able to explaining this very weird, impossbile job and the only thing that makes any sense.   Indeed the postion of "customer service phone agent" has its days numbered.   Virtual Agents guiding customers through self help options are rapidly becoming the industry norm.

I've been at this company for about 4 months now.
I was super excited to get hired here cause they work for one of the largest companies in the world. When I got hired I was told I was over qualified for the position I was hired for and that I would move up really fast. Great right? Well, not so. I'll explain later.
So I get here and the training goes well, my trainer was awesome and we were learning so much. I worked for a company like this before, dealing with the same products so I knew a lot already too. But then the provided system they gave me started failing so i had to send it back and await for a new one. Unbeknownst to me, this was considered downtime, that is not paid and reflects negatively on attendance. No biggie, new system will work great and it did at first. Over time, the system started acting up and would freeze, etc.. so the time I was not working, went towards attendance and again was not paid. Also if their network or programs had issues, also not paid and hits everyone's attendance equally. Okay, so time goes by and I'm in the production stage taking calls, I was trying to do overtime but would get denied automatically by the system, I informed my supervisor about it but no resolution was made for 2 months until another agent told me where to actually check for overtime in the system and at that stage overtime is rare and first come first served. I found a total lack of internal support and next to no replied from the support chat. Then for reasons I can't discuss as to protect my identity since I still work here, I had to take a few days off and was late a few times, then later on had to again for similar reasons. I started getting warnings about attendance out of no where, I had followed my country and states policies for the type of leave I took and was only approved for half of it, then penalized for the rest. I tried to explain this to my supervisor and was basically told tough luck, it's their policy. The technical issues are my fault basically even if the system they provide isn't working as intended. I also have not been promoted yet even though I certainly qualify, but due to attendance even though my stats are impressive to say the least. 
I am not impressed at all. This agency works for one of the biggest companies in the world. That company has tons of compassion and is voted one of the best to work for in the world, but the company I work for that is working for them, does not follow suit. 

ok so you can work for transcom but you will be working for another company as a customer representative, I work for and internet provider, I know some people work for apple and such..
the internet company that I work for It's not a good one so that doesn't make make job pleasant all the time , most of the customers are angry because they are not getting what they expected so it can be frustrating, but that can happen in any job,
I had a good trainer and they tried to get us ready for the phones , at first it's hard I have to admit, since u are not in the call center it self u can't actually see how someone else does it's ob, but they have a good way of training you , u will get it just stick with it, they have like a Wikipedia where u can find how to do the process step by step.
I my self had a problem with payroll and they keep messing stuff up , but other than that I like it.
it can be stressfull because the company keeps changing the process or policies, and u have to do so much on a call it drives me crazy, even if u would like to have a short call u have to ask them so many things and pitch stuff it's annoying for the customers and for me, but that it's what the company wants for their clients.
in terms of the schedulle , they will let u choose what schedule u would like and what days off, witch it was great, I started a second jobe and they change my schedule to a later one without a complain or a will see, they can set dates off for appointments and stuff witch it's really nice, also they put time off (like on a board) and over time u can take as much as u want, if u don't wanna work and they are over staffed, u can take an hour off and then come back and keep working, or if u don't wanna eat at lunch u can just take over time and stay working.
in my case sit at home and work I get to see my kids, fold laundry watch tv and do so many things I would never be able to do in another job outside of my house, i finish my shift and go to sleep , as easy as that, u will get times where there is a lot of people calling and others u wont have a call fro half hour, and u can do what ever u need to while u have that downtime along as u can still be on the comp.
it's good pay u don't have to commute, deal with coworkers, or even get dressed up.

the only down side it's that they do ask a lot from you and that they have a point base attendance so if ur late or miss work it can affect you, but they are flexible with the schedule so u can make it work if it's not an emergency

The basic people are great to work with. Training is just a bunch of powerpoints and slides. They expect you to know all about the KB’s and have to pull so many on every single call. You go through 3 weeks of class training and then 2 weeks of nesting. There are no raises no vacation and no sick days. So what you start out at is what you will make. And if you are very lucky you may get a bonus each month with perfect metrics. The insurance offered is so expensive that you will be working for less then federal minimum wage. And if you are sick and in the hospital like me forget it, you get written up and threatened with your job. They play favorites and there are so many people missing five six days and they still have a job. I am still there but actively seeking a new job. QA’s are a nightmare for you never know what KB’s to use on each call and if you use the wrong one you fail your QA, if you don’t continue to say the customers name throughout the call you loose points, it is a never ending cycle of you did this wrong. When all they really need to do is take the time to train you instead of making you read thousands of KB’s to service a call. You don’t get to choose a schedule they choose it for you, and you are locked into that schedule for the time you are with them. I started my class with 25 people and they dropped like flies until there were ten of us left, so I was moved to another class that started with 21 and they dropped like flies as well, we are now at 12. This is not a company that I would ever recommend if you are a single mom trying to provide for your family, there is not a living wage here and if you have to have your kids on your insurance you will be lucky to clear $6.00 an hour and the deductibles are extremely high on their plans. I think they are in league with the insurance company for kick backs. So your $10.00 p/h does not go far.
On my campaign you have to provide your own equipment it is not provided like on the Apple campaign. You also are required to work holidays and you don’t get holiday pay unless you work it. The PTO you earn is like 2 hours your first two years, and you can’t be sick or have technical issues, you miss a day even with doctors note you still get written up, you get 5 points and you are fired.  You have to know ahead of time if your going to be sick so you can request it off so you don’t get a point. If you miss a day you loose your PTO so you are not even gaurenteed that. So I suggest to look elsewhere for a job.

I worked for Transcom as an Apple Technical Support Advisor, primarily supporting iOS devices and, at times, general macOS issues. This meant handling calls for virtually any Apple device, with issues ranging from simple questions like enabling a setting to complex troubleshooting cases that could last two hours or more.

One of the biggest challenges of this position is the sheer scope of responsibilities expected from Tier 1 agents. On any given day, you may be expected to assist with software troubleshooting, hardware issues, customer accounts, billing and refunds, insurance questions, service appointments, and general product education. The amount of knowledge required is extensive, especially considering the level of compensation.

While support resources do exist, they are often limited in practice. Agents have access to support chats and internal teams, but responses can be inconsistent and frequently come from people with similar levels of knowledge and experience. When handling difficult calls, getting reliable assistance is not always guaranteed.

Transfers to higher-tier support are technically available, but the justification required can be strict. In my experience, some Tier 2 agents were extremely helpful and willing to take ownership of difficult cases, while others seemed more interested in providing lengthy instructions for the Tier 1 advisor to relay rather than directly assisting the customer.

The knowledge base is another mixed experience. It is comprehensive in many areas and can be helpful for straightforward issues. However, technology problems often involve unique variables that are not covered in standard documentation. This can leave agents struggling to find accurate solutions while customers become frustrated by the lack of answers.

My overall impression is that the position either needs a narrower scope of responsibility for Tier 1 representatives or significantly higher pay to reflect the level of expertise being demanded. The workload and expectations often exceed what would reasonably be expected for an entry-level support role.

I would only recommend this position to someone who already has a strong technical background or is looking for experience in the technology field. For everyone else, the stress and expectations may outweigh the compensation and benefits.


Hi everyone, the only reason to work for this company is if you cannot find a job then go for it till you find something else. Too many issues that makes me believe there is something suspicious about the company. 

1. This is a company I know that will never verify you verbally they tell whoever wants to verify you to send a fax, please who does that, only Transcom. Seems the headquarters is not in USA is the problem I do not know. I needed someone to verify me the same day, I sent several emails for this purpose, they responded saying they cannot speak to anyone. I called no one would pick up. 

2. If you work as a technical support you are on your own. First of all there is nothing techie about the job but more or less of telling lies to the customer about the data package they have for their internet and the customer yells back at you or curses you out. When you try to tell the next level of manager to handle the call they avoid doing so telling you there is no overall manager to speak with. I had an incidence that my team lead said I should ask again that there was a manager available that is just an example of out of many incidences. 

3. If you are lucky, i do not want to say unlucky but if you fall under a micro manager forget it you will be stressful. I was a victim. On day he did one on one this so called micro manager was yelling and talking over me and would not allow me to speak and alas ask me what happened after and the so called HR and everyone believed his story. I do know one day this company will not have clients to work for any more. They have a project with an internet company that provides services to rural areas, it is a mess. Let us see what their response will be to this one because I see they had been responding to all posts to defend themselves. This is a company that should not exist.

4. The only company I know that cares less about their staff. They do their worst to get rid of you. They cannot tolerate a simple mistake, once a mistake happens termination is all you keep hearing and if you had a non God fearing Manager, there may not be verbal or written warning just suspension and from suspension to termination

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