customer service representative

collector

collection representative

call center representative

collection agent

Tsi---Transworld-System,-Inc

Need to make ends meet? Strapped for job prospects in the short term? Joining the company right on time for the only time of year youll see real commission (the start of tax season)?

This is the place for you! For now. 

Pretty flexible schedule (to a point) and a relaxed dress code kind of lull you into staying longer than you otherwise might. Theyre a nice distraction from the fact that, for starters, your boss's boss is sitting offsite somewhere monitoring your bathroom break time with a stopwatch.

TSI is a big company. All of its offices are, you know, pretty big. So i hope that you handled your lavatory business before coming into work or that you sprint like a gazelle through the corridors or kiss your morning coffee break goodbye. 

Then theres the charmingly bass ackwards means they have of evaluating job performance. In their eyes the amount of money you bring in is a distant second to the amount of calls you make and how quickly you make them. 

Think youre gonna make fewer calls because mental exhaustion (knowing you still make more than enough to reach their goals)? Think again. Fall behind on theur wonky, misguided stat system and your job security is not something theyre afraid to threaten. 

Allow me a basketball analogy: this is like your coach threatening to bench their leading scorer because she doesnt take enough shots.

Most of the people you see every day are actually pretty cool, but (PG-rated, Indeed approved "s-word" equivalent) rolls downhill. TSI's corporate decision makers...you get the sense theyre more interested in posturing and easy answers than they are in ingenuity or employee morale. 

Its like church. You get the bigwig muckittymuck who reports to the CFFO's assistant and suddenly the dress code changes, theyre more interested in whats on your desk (documents that you need to do your job effectively, coffee stains, an empty styrofoam cup, a bottle of aspirin) than what goes on at your desk and the managers you usually have a difficult time getting a hold of are now as chained to their cube as you are. 

They bring in a bunch of kids from the hood because they pay--slightly--more than average who arent necessarily experienced enough to expect any better. But, eventually, that kid does become more experienced or fed up and then corporate, scratching its overfed booty, wonders aloud why employee retention is such an issue. 

In one months time I, or any other thinking person, could implement changes that would split turnover in half. Good luck hoping anyone in power ever will. 

But, overall, in the very short term, one could do worse. 







NEVER WORK HERE EVER! I was terminated after I made a report to Human Resources related to harassment of myself and manipulation of the commission system by employees. Once the HR investigation was finished. It lead to conveniently timed false accusation being made by a supervisor who is the sole witness in the room of 15 people.

It's a predominately female workplace with bitter, chain smoking middle aged hateful single, and divorced women who bully each other and bribe each other with food.

I was routinely gossiped about. I had entered a hostile work environment  that on a daily basis got looks of disgust, had my physical appearance made ridiculed. I was told I was ugly, and weird. On my first day of being hired. I overheard one employee stating to another "they finally hire a guy and they hire the ugliest one I've seen".  I was never included in workplace meetings or activities. These people were close-knit with each other, yet never interacted with me and often times pretended I didn't exist when they weren't ridiculing me behind my back.

I never once felt welcomed there in any way. I was a productive employee often time exceeding expectations and was never given any recognition other than a joke $20-40 amount added to a pay check. I used a vocabulary and certain phrases with people on the phone other employees, and even management tried to emulate. 

There was an employee got treated like he was a saint due to putting up a religious act for the religious zealot management. Despite cheating on his wife with another employee, bashing other races he didn't belong to, insulting nationalities, people in the military, and poor people.

One supervisor was in all honesty low intellect and was likely jealous of me for many reasons.  I was placed with was an uneducated,hypocritical, backwards bible thumper who thought he was better than everyone else, stalked people on social media, misused personal demographic information to find out people's religion, which was considered mostly confidential and intended for HR. He even looked up my social security number he later used to find out things about me . He forced his religion on employees, and upper management is well aware of this situation and has failed to act. 

This place is far too non-inclusive, close-knit, and intolerant of people trying to lead their own life independently. Have no expectation of fear treatment, or to not have your work, intentions, or motivations viewed through the skewed lens of how you're perceived by these backwards bigots.

The Vps are only looking to further themselves.  They have surrounded themselves with those that will agree with them and they have no experience in leadership.  They also have very little experience in large client negotiation, the majority of large client relationships have been developed in the field.  As sales reps are leaving, so are TSI's large clients.

I had a very large client that left the company and I was never asked why.  VPs only asked themselves and sold their story to their bosses so that they looked good (obviously, it was my fault).  When I had a meeting set with a large prospect and had to ask for a VP to be on the call, he contributed nothing.  How a sales rep lands a meeting with a target client and a VP knows nothing about it, is exactly the problem at TSI

A top sales rep reduced sales almost 90% and it was 6 months until someone asked what was happening.

I had a partnership that I worked on, the other company called me to work on it.  TSI VPs demanded meeting after meeting.  After an agreement was finally made, the other company did their part in advertising the partnership, TSI did almost nothing.  The other company even wrote a large check as a customer and TSI VPs still did very little, even with existing shared clients.

In a world where everyone else is pointing a lead to their web site, a lead that I develop would be assigned to someone else if I pointed them to the web site.  The Social Media presence is almost non-existent.  If I wanted to 'invest' in developing marketing campaigns that was on me.

The TSI sales model is still based on cold calling.  A new rep is given a paper list of 'prospects', it might as well be phone book.  The rep will have to develop their own system of tracking calls and responses.  If a prospect asks a new rep to get some info via email, the new rep will have to use their personal email account, professional.

The initial training is mostly about waking up before 8 am, daily affirmations of success and don't wear shorts and sandals while out prospecting.  Gee, thanks.

Finally, I understand the 1099 relationship, however, TSI sees only the advantage, not the respect for your client.  If you have a problem with a client, you will be on your own to fix it.

Convergent has changed through the years due to current business climate. Competition is the name of the game and loyalty does not exist. Too much pressure is extended to employees to make contacts and not the quality of the work which we all know one suffers at the expense of the other. Have learned many useful things from working so many years with this company. Change can be either good or bad depending upon leadership. Insurance carriers are no longer able to play games and deny claims since there are always avenues to pursue if someone is willing to invest the time needed and keeps a good attitude. As in the case of most companies, there are good and bad managers. I was fortunate to have a good one, but not all were as lucky. Workplace culture could be improved if managers treated their employees with respect. Some managers are on a power trip and this does not contribute to employee satisfaction or the workplace environment. Hardest part of this job is when the hospital bills a claim correctly and insurance carrier refuses to pay the bill. Trying to get the representative to understand why claim should be paid and forward for reprocessing is often exhausting and time consuming; however, when the bill is finally paid you know the effort was worth every minute and a highlight of the job. Another difficult situation is having to justify to a manager why others work faster; not everyone believes quality beats quantity. Most enjoyable part of the job is obtaining payment from the insurance carrier and knowing the patient will not be billed for what the insurance should have paid in the first place. Another is providing the patient with information to obtain authorization for a needed high dollar drug prior to dispensement to prevent the patient from being responsible for the amount once the insurance denies payment. Taking the extra time to provide information to the patient and explaining what needs to be done is appreciated. Best part of the job is the self satisfaction you have done your best on behalf of the company and hospital.

This call center opened March 2014, since the open I was there since day one. Between then and the current time, we have permanent seating, but move around 8xs and  my pay has been switched about 4xs once as a increase for a promotion as a Subject Matter Expert and Escalations Specialist after only 2mos with the company. In the past month my pay has taken a decrease about 2 more times.
A typical day at work would include me going in at 8am and taking customer service representative call and escalations calls until noon, went to lunch for one hour and provided floor support for the remaining 4hrs of my shift.
I learned a lot from this job, since it was my first call center job. I learned how to be in the leadership role, how to supervise a team of agents, how to deescalate calls, how to provide support and coaching to all the CSRs. While with this company, I was provided training on how to use 2 different systems to provide accurate information to our customers and in January 2015 we switched to a new system which included more training and I was made a Soultion One Floor Walker to provide support to the agents on the new system.
Management was a little tough, because they were mostly coming from Atlanta, where the company originated. Tough as far as, if you were accepted by one, you were accepted by all and same with the not accepted part. To pull the first part in, there were constant change to all aspects of our job and feel like they are just trying to find a comfortable median and the employees have to adapt to all the changes. I am not opposed and understand change, but when it has to do with your pay, it is sometimes too much to handle your pay changing 3xs in a month period.
Co-Workers were of mixed variety, some that would come to work willing to work and others not so much. I was definitely watch more than others since I was in a higher role.
The hardest part of our job was the "competitive pay" of the A,B,C scale and the most enjoyable part was that I got to learn new things everyday and hearing the variety of calls that the reps took.

Still in training, typical day is 8 hours of modules/written documents 90+ pages long. Overwhelming information given each day on what has been written up and then we are told certain things are easy/hard. On top of these you learn specific policies were you have to constantly pay attention and mention things depending on call otherwise QA will mark you for it. Was also told during the Job offer call that training would only be 4 weeks long (3 weeks of classroom and 1 week of Nesting) However day 1 of training we are told we have 8 weeks of training (3 weeks of classroom and 1 week of nesting PER topic we learn about which basically meant we are working for two departments for $15 an hour.) Constantly told in training how long the call queue is and that most likely 95%+ of all of our class if not more will be working the closing (end of day shifts) which would last until 6 p.m. CST / 7 p.m. EST. HOWEVER if you are working closing shift you have to work until the queue is cleared which could take 30 minutes to an hour long and you are not paid for that time, instead they put that time into giving you an extended lunch sometime during the week. They have daily pay which is nice, because your first check usually takes about 3 weeks before you will see it hit and they say it can be check or direct deposit, wasn't given a solid hit on which it'd be or to lookout for. Times are tough and if you are needing something to hold over for a paycheck then take the job, but if you go through the same things me and my classmates have gone through thus far keep looking for jobs unless it's for you. We've lost a few of our classmates for other job offers which pay more or just to leave this atmosphere and we are only on week 3 of training and nerves are crazy and most not ready for nesting, but we will see what happens.  For training you do have to be on camera 100% of the time and if you are not they will boot you from class (putting this here as I know some people like to know.) 

When I first got hired it was good. Minimum wage with paid training. There were benefits after a certain amount of time worked. I loved my team and my manager. Points were easy to knock off as they had an attendance and monthly goal incentive. Not long after I was hired, they got rid of those and then it took a ridiculous amount of time for a point to roll off. Things just got progressively worse as time went on. I never got my promised review and raise, and shortly after I brought that up to upper management they put up a wage freeze (still without giving me my promised review and raise, and baselined the spanish speakers I knew-they went from making .25/hour more than me to the exact same as me when the state increased minimum wage), and training wasn't coordinated very well for the other departments I ended up in. There were times when it was fun, but turnover was ridiculous and outside of my first portfolio I didn't feel as supported by the leads and supervisors/management. Responses to questioned through teams sometimes took 5+ minutes and I wouldn't get a response until my call had ended. Sometimes the response wouldn't even answer my question and it was frustrating to never get a straight answer. Sometimes it felt like they ignored my question as they would answer one that came after mine.

In the end, I don't regret the job as I made really good friends here but I would never go back. The pay isn't worth what you deal with, the vision benefit SUCKS as it only covers basic lenses and a partial amount of the frames, and the medical is ridiculously expensive. 

The hiring process was confusing, and I was not even sure it was a legitimate job at first. I had to travel 35 minutes for the drug test. They tried to postpone my start date TWICE the week before I was supposed to start training after I had already given my previous employer 2 weeks notice. The training itself is literally the worst I have ever had - equipment issues, sign in issues, two different trainers who focus on entirely different things, a huge class learning different things at a different pace.  At the end of training they decided that they were randomly going to try and cross train us for things that were not in the original job description (like collections). Nesting was not nearly long enough for the lack of training and they eventually threw us on the phones with little to no support. Work hours were completely different than they told me during the hiring process. Their customers are angry, and I understand why - lack of knowledge due to terrible training, and no escalation support.

When I resigned I (again) had no communication whatsoever. I had to email several people over the course of a 4 week period to eventually get their equipment returned. 

Communication with this company is THE WORST.

The pay is just passable, so working from home is about the only real bonus here. And the stress of this “job” isn’t even worth staying for that. 

Of our training class of around 35 only a small handful remain. Two thumbs down, 0/5 stars, absolutely do not recommend. Try at your own risk, and have a backup plan ready!


My experience at this company was extremely disappointing and harmful to my mental well-being. From the beginning, I faced unprofessional behavior from my supervisor, including speaking to me in a disrespectful and hostile manner. Important conversations were handled vaguely and with unnecessary intimidation, which created constant anxiety and uncertainty.
The scheduling was also unreasonable. I was assigned 12-hour shifts (7 AM–7 PM on multiple days) with no flexibility, even though other employees had different schedules. I was told schedule adjustments or trades were not allowed, which made it nearly impossible to manage responsibilities outside of work. As a parent, this created a heavy and unnecessary burden.
I raised concerns but felt dismissed and unsupported. The work culture overall lacked fairness, respect, and consistency. I have worked in professional call-center environments before and never experienced anything like this. My previous roles were positive and well-managed, so the issues here were not due to lack of experience — they were due to poor leadership and a toxic environment.
Ultimately, the stress became overwhelming and began affecting my health. I would not recommend this workplace to anyone seeking a stable, respectful, or supportive environment.

Hours were set by headquarters and there was no flexibility. All of my breaks were during the first half of my shift. Began work at 6:30, had first break at 8:30, lunch at 10:15, second break at 11:45 and did not get off until 4:00. You are not allowed to take a full 15 min break or your pay scale will decrease. You begin with a base pay which can increase if your manager likes you and grades your calls high, however this can change if you take longer than 10 min for your breaks or if your manager does not like you and scores your calls low. When you get a low score, your pay rate drops to minimum wage. The job is highly stressful and they do not allow you to go into aux work status in order to complete call work after a call. Managers did not want to help or answer questions. On my first day on the phones, my manager rolled his eyes and looked disgusted when I asked how to transfer via an unfamiliar program. The training manual is impossible to navigate and the help desk program does not have all the answers. The managers tell you to utilize it either way. They will not discuss benefits and are very reluctant to give any information. You also must put any time off requests in months in advance which can still be denied by the one person who signs off on them. If she does not like you, she will not sign off and you cannot have your time off. Also, you only have a 30 min. lunch and PTO is use it or lose it. If you do not get approved to use your PTO and it is the end of the year, you lose it.

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