customer service representative

call center representative

sales representative

brand ambassador

desktop support technician

VXI Global Solutions

Management will constantly lie to you. But it's likely due to not knowing anything themselves. The calls will be back to back (10 seconds or less apart). The customers are the most vile entitled people you will ever speak to, and you're expected to just deal with it.

There were so many red flags from the start, but I ignored them.
I applied for a chat support job, was interviewed for a tech support job, and trained for an order support job. Right off the bat, not good.

The interview process was standard. Took about a month to start training, which itself was about a month long. The training was fine, on camera the whole time yet has been the best part of this job so far. Would've been better if they trained for the job, and not other jobs that we aren't being hired for. Another red flag but one I wouldn't notice until taking calls.

We were forced to set up a 401k during training and promised that we'd be able to cancel right away and if we were charged we'd get a refund. We were not able to get a refund. We all tried. The bank it was set up with stated our employer made it so we wouldn't be able to get a refund for what they had taken. When bringing this up to management and HR they acted clueless and brushed it off. 


During training and at the beginning of taking calls we were told the TBC (time between calls) averages 6-8mins. This was true for the first few months, even often getting higher which was a bit overkill. Around the holidays it kicked up and was around anywhere from 1-8mins, sometimes even 10 seconds. But we all expected this so it was fine. Then, in December they decided to lay off a bunch of people, making it worse. But they promised they'd be hiring new employees in January. 

January came around and it was busier than December due to them firing people, having and having a "glitch" with the system. Barely reaches 10 seconds. They stated the glitch would be fixed by mid-January. It was and it went to a solid 4 mins TBC for about a week. Suddenly they started taking people and moving them to a new branch that opened up but promised they'd hire more people in February. They didn't and instead got rid of more. 
So then they promised they'd hire more in March. They didn't. Then they said they'd do so in April. April is here and now it's the end of May/early June. Very unlikely this will be the case, as our numbers continue to shrink.


A flexible schedule is required. We were told schedule changes don't happen often and we'd be notified 2-4 weeks in advance.
Schedule changes happen very often, so that was a lie. The most time they've given us was 6 days in advance. I even had my schedule changed last week without being informed at all. My manager wasn't even aware. Lovely.

Management is seldom there to help outside of meetings. There was a decent support system in place at the beginning that they scrapped without reason.

Metrics are unreasonable. Especially logging. If a customer calls in about something other than an order, which happens often, it doesn't count for our log metric and instead counts as an unlogged call. The system is set so that only calls with orders increase it when logged, but those without decrease even if logged. Talk time is expected to be around 6 minutes. Reasonable, easily doable for orders. Not easily done when you have to transfer because calls are always rerouted to us.

We now have a total of around 40-50 employees, servicing customers from the entirety of the US/CA, for a client that is very large and well-known. 

Despite being back-to-back, VXI loves shoving VTO down our throats. Of course, people will take it, we're overwhelmed and need a break. But this makes it even busier. 
What's ironic, is they harass us until we take VTO, then cancel offline time because we are understaffed. Constantly. 

Every software we use is a poorly programmed mess. The buggiest of them all was the one we use to take calls and log our hours. The only way to log our hours, and it constantly had issues that sometimes make it impossible to work. And even if you're on calls there's a high chance the system won't register it.

Do not work for this company, as their other lines of business are even worse. 

To the people within your team, you are a person, you boost each other up, you try to help each other out, it's a good experience.  This is of course with the exception of those that have come to the job just to ride the line and do the bare minimum and completely ignore policy and demand assistance from the team while providing minimal information to the team about their problem and whining when they don't get help.

Your Team Lead GENERALLY looks out for you to do better. BUT, their "Goal to help you achieve your goals" gradually becomes a weekly "You're doing great, BUT YOU CAN DO BETTER" coaching which actually has a negative effect on employees because it basically makes us all feel like nothing we do is ever good enough.

The survey scoring system is designed to work against you, any survey under a 5 star(This scoring system belongs to the client they represent on this contract) then you get your survey score dropped double value what a 5 star review is worth.

When you are in training, they will promise you "Just show up, be on time and do your best and you will move up quick".

What they don't tell you is that moving up quick relies on the client's ramp up and down seasons and that promotion you may have earned can also be taken away and your pay once again lowered when they move you back down.  They also don't mention that when they stop ramping up, that's it man, no more moving up quick, your stuck where you are no matter how good you are at calls.  They also don't tell you that every operations manager has a different set of requirements to move up. Some require you to exceed all of the metric requirements, including the survey system before they will consider recommending you for a position.  Which basically means you never will because again, that survey system is designed to work against you and you will ALWAYS get that ONE customer passed off to you where the client company themself screwed up and it's your job to apologize up and down even though there is literally nothing you can do for the customer and you KNOW that 1 star is coming in keeping you below the survey metric.

This job will stress you out mentally like no other. This was my first work from home job. It seemed amazing the first month or two.  Now I see it for what it is, it's a job that will mentally drain and demoralize you with surveys and coachings designed to keep you in your place and reaching for that ever hopeful opportunity to move up in a company that acts like a 35 cent raise is something that matters when you barely pay a living wage as is. 

The expectations of this company will weigh on you long after you clock out and you will find yourself depressed and beating yourself up about these systems that don't matter and are designed to make you think there is hope for a living wage working from home.

Save yourself the time and effort, they will always claim "We're only a year into this whole work from home program, we're growing and learning as we go". They don't care about you, the metrics are all that matter and the metrics are set by the client. If you don't meet those metrics or someone doesn't like you from management, you will find yourself mysteriously disconnected from the network and find out days later you've been fired. I've watched it happen to a few people.

Oh yeah and if your company provided computer stops working, you don't get paid if IT can't fix it remotely.  Even if it's a computer defect and they need to ship you a new one, you are not getting paid.

When I was called back for an interview, I was truly happy. I've heard good things about the opportunities of putting more money into your wallet. If you are coming from a minimum wage job, it is definitely a step up. However, after evaluating my experience, one should question if it is truly worth it to leave their former job.

Upon my interview ending, I was hired in for sales to start a training. I then learned how inconsistent and unorganized the place can be:

Red flags:
1. I received a call the Friday before training that I will be moved to a different schedule last minute.
2. Once in the training, EVERYONE found that they were being moved to a department other than sales and would now be training for sales support.
3. In nesting, our trainer was overworked and his SME had to take over and half of our pay was almost messed up.

1. After becoming employed I found that often times:
2. Bonuses promised may not be given,
3. the bonus structure is VERY inconsistent,
    pay checks are often shortened or they fail to tax you at the     
    proper time and the next check has lots more taken out
4. the only raise is a promotion - IF YOU'RE FRIENDS WITH          
    SOMEONE IN MANAGEMENT. There's a woman who has been       
    with the company 2-3 years, always watches teams without being      
    paid that amount. EVERY TIME, EVERY interview, she is looked  
    over.
5. Many individuals in management have had relations with their 
    employees. 
6. Manage is not always appropriate whether it be harassment - refer to a recent lawsuit settlement in LA, unreported incidents, Management not getting along thus managing unprofessionally, relationships (which i never got into caring BUT their relationships effected others - and unfair practices.

***if you don't like change, this is not the job for you. Some changes aren't bad but some did effect us negatively.
****your schedule is subject to change every three months regardless of your accepting it or not
***if you go to school, they give you a hard time,
***you are not always guaranteed your 40 hours a week if staffing is too high
***very difficult for them to respect their employees' personal lives or need. They put the company first and can be insensitive towards those who keep it going.
**They'll let everything slide under the rug until they want you out of the company - then for the smallest reason, your job could be gone.

I honestly, feel that funds are often misused, being that often, a paycheck is shortened often - and this is the ONLY consistent thing. 

I think their clients such as Directv as well as the executive team may not always be aware of these practices. Or they may be - I wish there were some major changes because THIS COMPANY TRULY HAS POTENTIAL TO BE A GOOD COMPANY TO WORK FOR.
However, I do NOT recommend anyone works here in the current conditions. they are in the middle of a merger with another company Symbio and there were already major changes when their client directv, was bought out by at&t so imagine the jist of the environment being that we are currently in the middle of our vending company merging?

My current experience with VXI, specifically under one of their BPO contracts, has highlighted both strengths and areas in need of significant improvement.

Pros:

The frontline staff is truly outstanding—colleagues are supportive, collaborative, and great to work with.

The ability to work from home is a valuable benefit and helps with work-life balance.

The work itself is rewarding. I enjoy interacting with customers, solving problems, and engaging in diverse and meaningful conversations throughout the day.

Areas for Improvement:
Unfortunately, the internal management structure and work culture present several challenges:

Management Approach: Positive reinforcement from upper management is rare. Instead, there is a heavy emphasis on performance management through PIPs (Personal Improvement Plans), which are often used as a disciplinary measure rather than a development tool. This creates a culture of fear rather than support.

Lack of Developmental Support: There are minimal one-on-one sessions with upper management, limiting opportunities for personal growth, mentorship, or constructive feedback. Expectations are often unrealistic, and meeting them does not result in acknowledgment or encouragement.

Rigid Scheduling Practices: Occasionally, employees are required to work four 10-hour shifts, during which daily team huddles are removed and replaced with shorter breaks. These huddles previously served as the only time to decompress and connect as a team, so their removal has negatively impacted morale.

Bathroom Policy: The strict limitation of two 5-minute bathroom breaks per day, totaling 10 minutes on an 8-hour shift, feels excessive and inhumane. Exceeding this limit results in disciplinary action, including PIPs, with potential termination after multiple infractions.

Limited Career Advancement: There is little effort to promote from within, despite the presence of employees with extensive backgrounds in business management and leadership roles. This results in untapped potential and low morale among high-performing team members.

No Feedback Mechanism: There is currently no anonymous feedback system available for agents to voice concerns or suggestions. In my experience as a former manager, this is essential to ensure employees feel heard and valued rather than treated as just a number.

Final Thoughts:
While I truly enjoy the core responsibilities of my role—interacting with customers and making a positive impact—the internal organizational structure and management practices require significant reform. With more emphasis on employee engagement, internal development, and a shift from punitive to supportive leadership, VXI has the potential to become an exceptional workplace.

I have been working at VXI for almost one year and I love the company, but don't like their clients. Calls come in very fast, but when they have a client the calls are suddenly slow. Not enough break times to release the stress we have to deal with. People that are qualified for this job are being let go, but others that don't even have the qualification to move up get promoted. There is only one very rude supervisor that is working here. This supervisor does not help the agents, but would sometimes scream at them for the usage of the supervisor's power. If you need to report any incident at work the HR department does nothing to protect its employees. There are many times that fights would happen because some workers treat the office like a jungle. It's not high school. but a workplace. Other agents would even come to work late, but managed to get away with it because management seems to not care about what's happening. Our set of equipment such as earphones is uncomfortable to use which sometimes hurts our ear or our customers cannot hear us. Their computer system would sometimes have a system error that takes a long time to fix. There are too many supervisors' meetings. Everyday supervisors go on a meeting and agents have no one around to ask for help. If a supervisor is on their desk, some supervisors will not help the agent. 

The workplace has no policy for bringing inside food or cellphone but others break the rules. 

Overtime is provided, but sometimes the company will cancel overtime in the middle of your overtime hours. 

It does not take care of their long-time employees well. Do not use the elevator when coming in because some elevators are broken and still needs to be fixed. Take the stairs because it's much safe than the elevator. 

When you come to work for weekend shifts such as Saturday and Sunday the office has poor sanitation ethics. You would see piled-up trash nearby the bathroom or the hallways. Bathrooms are not cleaned as it's supposed to be for the sake of the worker's health. The only clean bathroom is on the first floor. There are not enough lockers for the employees to use. The carpet is dirty and sometimes the AC doesn't work. Sometimes bugs would appear in our work desk and our desk would only be clean if clients come in. 

Some workers are not being treated fairly by the management and supervisors. 

If you need help to report an incident due to a fight that happened or bullying incident do not ask for HR even if it's their job to protect each employee. 

Some supervisors and trainers will tell us to lie to customers to make them stay with DIRECTV or make a sale on internet bundles.

Working here wasn’t bad on a day to day basis . The job itself was pretty easy .  You don’t learn how to actually do the job until you get on the phones so the classroom time is pretty boring .  Also if you don’t have prior customer service experience this may be a struggle for your . There’s a lot of small things that’s they don’t tell you in training and you’ll end up figuring out your mistake once you get on the phone . They just show you the different things that you may expect during the job and when you get on the phones you have to apply it . HR is very nice nasty . They say passive aggressive things in a very nice way so be mindful . Schedules are long and breaks are short depending on your schedule. If you like to spend time with kids and at home I do not recommend. This job is good for those who love to work consistently with very little vacation time . PTO is not much . You can only use the PTO when you reach production which is after your 90 days and you may or may not have 8 hours worth of PTO by the time you reach production . There is no overtime during training and you better hope you can receive it during production because it’s based on metrics , attendance , and other factors . Overtime opportunities are very limited . Holiday pay is not offered but you will have to work the day before and the day after the holiday if you’re scheduled . Managers and some coaches are cool but some may be new to the position so if you’re reaching out to them for information on a call you may or may not receive some misinformation . There’s also a lot of meetings during the day because their policies change all the time so that’ll give you a little time off of the phones . They won’t share a lot of critical information like this until you’re halfway through the job almost into production . Otherwise , you will be answering calls back to back . Any time that you spend while you’re away from the phone is taken out of your check once you reach production as well . Be aware of messy individuals , don’t get involved because there is drama amongst the agents , team leads , coaches , trainers & managers . Turnover rate is very high so classes are held every week . If you’re able to adapt to the shadiness that goes around in the workplace at times and keep your numbers up you should be able to be promoted . They’re always looking to promote since there isn’t a lot of people that stick around long enough to be promoted . They also do not match the 401k so be mindful of that as well . Not much flexibility when it comes to requesting time off especially during training . 

This is by far the worst company I have been apart of!!! I have over 15 years experience with call center positions and this company takes the cake. I was in management myself so no need to lie about this review. Where do I start the organization as a whole doesn't care about the employees. We would have focus group meetings to find ways to get the employees to stay everything except the obvious pay more money. The only kick back they will receive is free pizza and wings which is fine if you are a 8 year old child but no so much being an adult.  The site director will come in and make promises of bonuses and pay outs if the training class makes it 60-90 days but that's a lie very used car salesman approach. Ask any graduating class if they had received their bonus if you don't believe me. Overall ghetto place I would never go back there funny thing per the department of labor they still have me working there even though I resigned months ago ( but I will file that complaint with the DOL)  because VXI is doing what we call baking the books they will halt all resignations and firing so that when reported to share holders it doesn't look as if they are losing as much people as they are. All in all the worse company I have ever worked for management shows favoritism and  is very messy. All the good supervisors left as for trainers they show no value to their people. Do yourself a favor don't apply I get it if you need quick income for a few weeks that's okay but please look for work elsewhere because you will hate it here go to chime or alorica even walmart or qt is a better company to work for they wont even give you pto for your first year. My new job gave me 156 hours from day one. I even took a step back from my management position to be a rep and make more money and am way happier. You don't believe this review ask any trainer or supervisor if they are getting paid to match the position what VXI does best is get over on hard working individuals so what they will do Is pay a TL or Trainer as a sme even though they are doing the same work. So the responsibility and the pay don't match up we call that the VXi special because they are so known for this move it is truly sad!!! please look elsewhere because I promise you this is not a good look at all you will regret ot quick!!!!!!!!!!!!

Management at the College Park, Georgia office doesn't value employee opinions to make the job better.  The company is not transparent with hours to work per week.  Although the employee handbook states full time employees work 40 hours per week, employees do not (you will not receive an employee handbook.  You will receive a page about conduct during training).  Hourly employees are told to login to set up for incoming calls, but not before you login to get paid.  You can be in attendance from 7:00 am - 5:45 pm and get paid for less than 10 hours.  The company makes sure you do not get 40 hours per week, therefore, no overtime pay.  This is the only company i have worked for that doesn't allow you to see your daily in/out punches on your own.  Your supervisor has to show you but will not printout for you.   You are not told during training that the company doesn't pay you for breaks.  If you want to use the restroom, you must log out, where you are not paid and log back in upon returning (Management will log you out if you don't). 
During training you are told the premise of the job is to take incoming calls for one state.  Several states are added, but pay is not increased.
Management is concerned about employees receiving high quality calls to make them look good.  Incentives are spoken of during training but it's a joke.
During Covid-19 pandemic, employees are not 6 ft apart.  There is not daily cleaning of surfaces or office space.  Weekly hiring is taking place, but not the need to practice social distancing.  There have been multiple days when masks weren't available for employees although there are signs that says all employees must have masks.  There's a sign at the entrance that says all persons entering and reentering will have temperature checks, that is not true.  There are employees who have requested to work remotely from home for fear of the pandemic but the request is not honored, although names have been taken numerous times.
I have walked into areas of grocery/department stores to use a restroom and noticed signs of Georgia Department of Labor and EEOC literature, but not at VXI Global Solutions, College Park, Georgia.  What are they hiding or not practicing legally?

Management will not provide the corporate phone number to hourly employees.

Training is two months and the only months you’ll feel great about the job. And to be honest the two months are a waste you don’t find that out till after when you’re on the floor taking calls and the customer asks you to help them with something you were never shown and on top of that you can’t ask your TL because he will be little to no help. Yes there is search tool where you can look up things but even then it’s not the most reliable plus I’m not sure about every one but I know I don’t learn that way, if you can even find the answers. Breaks are a joke they say they are ten minuets but it’s not they mean you’re supposed to be logged in by the time your ten is up. And if you are someone who naturally uses the restroom a lot get ready to lose money because apparently the company does not pay you for restroom breaks. This is the kind of job that tells you take responsibility for the call but can’t provide you with a good working system. Matter fact you have to use two systems to look for cx account. Sometimes we have problems looking at their bill and they want us to explain it and we can’t then the cx gets more upset. And even if you have a good save rate and a good Voc score you can still get fired if you don’t do the six steps I know because on my last days in VXI my TL couldn’t stop telling me how I would be getting fired soon if I didn’t get them. Which my i add one of my coworkers was fired and it was ridiculous the way it went down. So our TL called her to know she was being suspended (7 days) something happened with a call and they had to do an investigation. Obviously concerned she asked what happened but the TL wasn’t trying to give her info he would say his email wasn’t working including the trainer couldn’t help her get answers. Not long after she receives a call letting her know she’s been fired. And you are not allowed to work from home even if you want till you do six the steps. And if you have a car you may need to f figure something out or the parking they give you is a monthly $60 charge. Pros? You work in dtla so lots of places to meet/eat obviously over charged. The coworkers are really cool you do get bonuses by how your call flow goes and if you do any up sales. And they also say cheap work isn’t good work so why do they expect so much with such cheap pay.

There are no benefits to staying any length of time. There are no raises or cost of living increases. When the minimum wage was raised, nothing changed. There are no paid vacations or holidays. It is a highly stressful environment, where even the best most experienced people can be sent home early for not meeting minimum sales requirements. This happens with alarming regularity, due to unsellable calls being counted against you. The job consists of taking incoming calls supposedly to set up Directv. Many of the calls are actually transfers to other departments or "ghost" calls (dead air). If you get too many of these, you will be sent home early. You will also be required to make up the missed time on your day off. And, you can be sent home early while you're making up time as well. I have not had an 80 hour paycheck in the 8 months I have been there. You can't use the restroom without permission. You never know when your breaks will be so you can't plan anything. The training staff is absolutely substandard, but this is the only venue where that can be mentioned. The supervisors all say that the trainers told you the wrong thing. Everyone seems to know different protocol and there have been many occasions when my supervisor told me to do something that Quality Assurance had told me was a serious enough violation to cost me a $50 fine on my paycheck. When I explained that this was a violation, my supervisor was surprised. One of the saddest and most surprising things, was that paperwork and training materials, even the job aids on the walls and computers, had glaring spelling and grammar errors. There are required call components that must be read verbatim. Some of the errors leave loopholes big enough for the worst lawyer to drive a truck through. The supervisors and managers don't seem to be aware of this, and, I believe that is because they never learned how to write or speak properly and don't even recognize the errors. I took the job because I needed a job, but if I hadn't been unemployed, I would never have taken this job. If this is your first job, you can get some work experience to put on a resume. This is about all this job is worth. As soon as you get this job, I recommend you start looking for something better.

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