customer service representative

call center representative

bilingual customer service associate

technical support representative

customer support representative

iQor

Wow where should I start. I’ve been working here since January Of 2019 and it is now February 2020. So a year and some change I have been with this company. When I first started out it was a very cool job. You meet people, you get to know people, you gain skills and knowledge on customer service. Everything is real fine and dandy. Until you start to realize a lot of unprofessional things happen at this job. And don’t take the word unprofessional lightly because I am using it very heavily. When I say unprofessional I means fights, fraud, theft, drama, favoritism, drug use, and overall negativity. Not only is dealing with customers over the phone very problematic thing but you also have supervisors that expect you to meet unattainable goals every month. And then they use other representatives as an example when those representatives have been there way longer than you have so of course they would know how to do the job very good. I was told that in order for me to receive a raise I need obtain certain qualifications including my call quality, a certain amount of surveys from customers, and other little call techniques that would help me get a raise. I never got that raise, and I am personally friends with other representatives at the job that has gotten a raise and did not meet these qualifications that I was told I needed for a raise.I also spoke with my supervisor when I first got the job and asked if there was any favoritism they blatantly told me no. They even stated that they don’t know why prior employees like to put it on future employees that favoritism goes on around the job. When I was told that I felt pretty comfortable. But as time goes on you most definitely see favoritism. The first few times I seen it I did try to ignore it. Or try to convince myself that it isn’t what I think it is. But the more you work there, and the more you get to know people, and the more you dip and dab in different conversations with different representatives, you can’t even argue with the fact that there is favoritism after that point. The supervisors are very unprofessional. There is probably only about two or three decent supervisors and there are about 10 of them. Some male supervisors have attempted to hit on new female agents, and this I have witnessed. Some supervisors just sit at their desk on their phone, not really wanting to do anything. When you ask for help, it’s really difficult to receive help. Most of the time you are referred to contact a department called customer solutions. And they are supposed to be a team of higher up representatives, and sometimes they give you just as hard of a time as the floor supervisors. I have witnessed my coworkers things get stolen from their lockers, and nothing was done about it. I have witnessed coworkers lunch gets stolen out of the break room refrigerators, and nothing is done about it. I have even had an item stolen from me. And every time you check with lost and found it is completely empty. So there’s a lot of theft going on. Some people even go to the extent of watching who has a lock on their locker and who doesn’t have a lock. And sometimes they scalp the locker room for open lockers with bags in them and steal from the bags. One girl even got her passport stolen from her along with her debit card and ID. If you work here and you put your lunch in the refrigerator, you better cross your fingers until lunchtime that it is still there because people at this job will take your lunch and eat it as if they brought it. If you’re a peoples person, overall you’ll be good with making friends and communicating with different people. But there is a lot of drama that goes on between agents. A lot of agents are drama feeled towards each other, there have been a lot of unprofessional rumors that have gone around the center. And I’m not even talking about light rumors, I’m talking about rumors that should have you fired but nothing is done about it. If you have a tight schedule and you’re looking for a job, they kind of work with you and they kind of don’t. When I first started working there I had a very open schedule, but then I try to get back in school and needed a more lenient scheduling, and they did not want to do that for me. I’ve noticed that they decline some agents for schedule changes, and I have seen other agents get approved for schedule changes. And from what I’ve seen, if you have a really good excuse, you can get your desired schedule. You’re basically there for eight or nine hours straight on a computer taking calls and answering to customers that want to do a insurance claim. And if you think the working environment is scary from this review, I’m not even gonna get started with the horrifying customers that you will have to deal with on a daily basis.The base pay rate is $10, if you get a raise congrats. The bathrooms are very poorly kept up, it does always have a unwelcoming smell. Which is very odd because there is a cleaning lady there from nine in the morning to six in the afternoon, but she doesn’t clean the bathroom as often as she should. Most of the time you can find her in the break room on her cell phone or outside talking on the phone. The call room itself is very dissatisfying. There are about 200 computers on the call floor, and only about 70% of them work. It is very dusty and it is very difficult to find a comfortable computer cubicle with a comfortable computer chair. Often times us agents have to stand up because the chairs get so uncomfortable, sometimes the chairs lean, or they squeak, or sometimes they just don’t elevate up for the people that like to sit on a higher chair. So most of the time you’re stuck with a chair that doesn’t move. You can’t have your phone on the floor. They claim you can’t have food on the floor, but if you’re sneaky you can most definitely get away with bringing food. If I can sit here and rant all day about this job I would because that’s how this satisfying it is. But like all else, it pays the bills. But after a while you tend to ask yourself is this the right environment for me, am I worth being here, are they worth having me. You really have to ask yourself that before you consider applying for this job. Or even if you’re reading this review because you have an interview, please consider it. And also keep in mind most new agents don’t last 2 to 3 months. And that’s a fact. But please don’t get me wrong it’s an OK job. Would I recommend it? Absolutely not.

Misleads that you will make 13 an hour when in fact you’re gonna make 10 an hour and the other 3 dollars is actually competitive incentives just so they can lure in more new hires. 

*iQor has not provided any hazard pay, compensation, recognition, or even acknowledgement of Covid-19.*

I will try to not be biased but this review is something I believe most employees can agree with. 

Expect to be put straight to work. The only benefit they’re offering during this time is Work from Home and unlimited overtime but we already get overtime benefits weekly to bi-weekly before the Covid-19 hit. 

iQor is great if you’re looking for job security, benefits, and enjoy conversations. 

The pay is okay but don’t expect to raise a family with it. Raises are annual and are based on performance so you may get as little as 1 cent or as much as a dollar.

The environment is great but you will find out quickly why people aren’t always happy. 

Everything is based on stats and performance. Unlike a lot of places, you will not get terminated immediately for not meeting performance goals, you have about 5 chances to improve each time there is something. 

You will start off working 3:30pm to 12am but you can change your schedule once there is a schedule bid for your department but you have to have, you guessed, good stats but you have plenty of different day schedules so as long you’re not slacking on purpose, you can easily land one. I’ve been here since October 2019 and I’m still on a day shift. 

Now the job, for the Tupelo center, as of now, you’re gonna be technical support. I won’t say for who or what because that can change. But you will have lengthy call queues. The customers are okay, what honestly makes it difficult is the company you’re contracted for and how customers have begun to dislike them. But moving on, our center prefers you make the call 15 minutes or less. This isn’t always easy whatsoever. 

What can make this job FRUSTRATING is that it never feels like you can do enough, if it isn’t the call length, then it’s that you didn’t follow your script, if it’s not that then you must’ve skipped a step that, get this, was unnecessary. You will begin to hate our Quality Assurance team once you’ve been here for a while. They have restructured grading to a T and it is unforgiving and unreasonable to meet with given the situation or customer. 

In other words, with this job, it will always be something. But if you’re like me, you will begin to ignore it and just please the customers and that’s what matters the most but it seems to not be the case. 

We also only promote from within which is honestly great because I’d imagine it would be excruciating if our superiors weren't in our shoes at one point. 

The promotion process is very strict which is great. You must display leadership, independence, 90% attendance, and are knowledgeable with our call goal system which is called The Promise. Keep all this in mind and to a T and you’re looking forward to promoting after 6 to 8 months. 

If you’re looking to improve the company after having some experience with the products we troubleshoot then you’re as good as walking out. 

Management beyond managers is a joke, since we are simply a contracting company, any input on what can be improved has to reach ALL THE WAY TO OUR CEO if you’re extremely lucky then it has start back at the bottom of the company we are contracted to so Good freaking luck

Is this job worth it? Yes if you’re looking for something temporary want to become a supervisor or manager. 

No if you’re looking for true value as an employee or want a job that takes input from employees. This job takes change from those that aren't on the forefront. This job is ran by suits and only expect production from agents. 

AT&T implemented stat systems which when combined with Iqor's management practices makes for a marriage that wouldn't even happen on the River Styx by Charon.  Iqor is constantly looking for ways of eliminating tenured agents through either making them more miserable by stats, more monitoring, or by the rule changes without a decent amount of time/notification.  The customers are abusive a lot of times because they call in because their satellite systems aren't working right.  The system that AT&T makes Iqor use and it's agents is very slow to load and does not automatically populate the information into the troubleshooting system.  This means you're sometimes waiting a minute just for that to populate per caller and they stress handle times for calls and repeats without realizing if a customer is experiencing multiple technical issues within a short period of time odds are it might be user error and does not reflect in the stat system. Plus the software of the client force updates with new user interfaces that do reduce the visibility of fonts.  Mind you even though it was AT&T's update they did not take ownership as a company for that and notify their customers this was coming.  So, you had more callbacks which was a stat used to determine the bonus system which they claim makes it a decent wage...and I'd agree if it was able to be reached consistently by trained agents and when you go around the center and see a lot of teams struggling in the same areas and almost nobody hitting it...it's no longer a true incentive.  The stat system for bonuses should probably be revisited or done more upfront about.   The benefits:   The state health insurance you can buy...is better than what is provided by Iqor.  A lot of the managers, while they were formerly phone agents, hadn't been on the phone in a long time and as a result often the coachings they give isn't usually all that useful so you're better off trying to ask things of your current teammates...now let's move onto the best part...the sales.  While these angry customers call in for technical issues part of every call is a pitch of a protection plan to cover their tvs, tablets, and other devices and has a 50 dollar co-pay on must major claims.  Mind you this doesn't cover cell phones...so it's a very missed opportunity.  There is a decent claim limit and it's a good plan...so good that instead this should be moved to doing in sales upfront, not during technical calls or be made a mandatory call component.  This plan was provided by Asurion which sold the facility in Altoona to Iqor....and they dropped the contract due to unknown reasons.  The company is doing what I think it can to deal with their client, but their client is the true issue behind why it's not worth that monetary amount offered.  Also, if you have issues with logins the average turn around from on staff it is more than 3 days for most things but some of that is from ATT the other from Iqor.  There's a lot of miscommunication and misleading information at times given from management to workers.  For example when the transition happened and we were told about getting a gift card by a date...the date came and went.  Also, double check your payment cards on Timeqey they are good at shorting hours on there at times through their automated capture system which doesn't count the time you turn on the actual computer itself and time for that to load which by PA state law should count.  I have worked at many other places that did calls over the years and this was by far one of the worst experiences I had after Iqor took over from Asurion.   Some tenured agents I knew went and left them to work at fast food due to some of these things.  Stay Away from Directv Support Iqor.   It looks good and is too good to be true.

If you are ok with ALOT of stress at times and a fast learner with different programs then you may not have a problem surviving.

Over all there are spots/moments that i miss and enjoy during training however there are alot of things that make no sense or are just way to diffuclt to understand why they do things the way they do.

when you go in for an interview you are told its 6 weeks of training, they highly frown if you call off or come in late, *training*- they are more layed back (you can bring in a drs note etc and they "may" excuse it but its so up in the air as far as what they will or wont except that its like russian roulette) but once 6 weeks is over nothing helps if you have to call off.....even if your in the hospital...unless you put a request in but as i said its up in the air if it will get approved. 6 weeks is 3 weeks in a classroom 3 weeks on the phone with customers. There is alot of info and sometimes depending on how fast you learn its not enough time. You get help from classmates and the trainer if you get lost or or confused but once your out on the floor....its you....your classmates cant help when they are taking a different call so when i say its on you it is...you can raise your hand and your trainer (WHEN THEY GET TIME) can help or PA's depending on how many they can get. 

There we're 2 things they told us that i truly remember..1 was true 1 was nearly a joke.

They said you have alot of support - you do 
They also said to have fun- if you happen to get a few calls that make you laugh and your customer isnt mad CHERISH it. (My first call they had to take me to the training room for 20 mins because it got so bad) 

When your on calls ...they have bonuses etc for your "stats" (how long your call lasts, following EVERY STEP and saying some lines WORD FOR WORD. If you dont you get alerts , it zero outs your call ....you getting nothing and you have no clue if they do...and the smallest things can make that happen. 

One big thing in the winter for our location is snow and ice. They will tell you do what you need to do to be safe , dont drive if you think its that bad etc. Be warned 95% of the time it will effect your attendence unless weather is approved as an excused absence which you will not find out until min 2-5 days after. However the guy who is in charge of approving this "was born and spent most of his life here" however now he lives in Tennessee which makes no sense to conti1 making decisions like that when you no longer live here...(he bases everything off of cameras, satellite for radar and off of how many people call out for it.  

The class i was in started with had 16 or 17 people, at the moment there are only 6-7 still working. If you have anxiety...cant handle pressure etc i would stay away. They have a huge turn over rate for a reason and even after not showing up for days or anyother reason they still in one way shape or form ask you to stay or ask what they can do to keep you because they don't want people leaving because they know its hard and everyone hates it. The trainer i had was really great but they dont really let you know how hard it can be mentally on someone...and their training programs half the time crash which means less time learning. And on you shift if you get off at 10 but get a call at 9:59 you have to take the call and it could take hrs so its not always 10 or whatever time you get.

This company and my experience with me starting, and now still at the charlotte location. Its been good... Like really good for me. My manager has been fair and always kind with me for the most part, the department director was very supportive and helpful to me when I was at my lowest in my personal life. There is a rule you must dress up in the IQor shirts and buy from there store when you start but after a couple months you can just dress business casual and will be find. Very relaxed and communicative as a environment.

I found this place to be easy to move up and take opportunities and so on because there's so many people whom are unprofessional,  it was crazy to me that so many people wasted so much time going though trainings and getting close to working remote (before covid) just to get fired or leave. 
The majority of the employees are ghetto, I believe there hired for the contracts that are basically rotating doors. If there's new hires, you can always expect to smell weed walking past the lockers...If you speak and treat everyone with respect and stand up to anyone who doesn't treat you the same, and do so in a poised manner you will move up... 

Training is rushed and need improvement,  I mean this in entry and promotions, but promotions are easier to learn.The Bonuses are good as long as you stick by the book for what your trained to do and make sure you follow the schedule.

If you take the test for your end of training.  Don't worry about what schedule you get, most will probably leave and you could take a different time anyway. If money is what your after, work both weekend and try to work to atleast 8pm. It will give you a raise at the start.

Don't take anything from anyone here personally,  most the people are just used to everyone leaving, you will hear gossip and office talk about this or that, or them or they but it's rather normal everywhere.

Its funny,  the CEO and other "higher ups" will only congratulate the IQor teams in the Philippines.  So you know there getting cheap labor, I don't approve of the ceo for this reason. No U.S. based IQor, I seen has ever got credit.

Got stuck in the "complaint dept", after I accepted position as a Resolutions Supervisor. I was informed that this would be a "stepping stone" to advancement (training dept OR floor supervisor). It turned out to be a blatant falsehood. My department, as it turned out, was funneled ALL supervisor calls for two major call centers. The front-line reps, when it came to the point that they could NOT successfully resolve the customers' issues, basically keyed on the word "supervisor" and transferred ALL calls to my department. I worked in the Finance Dept but routinely received calls for technical support, insurance claim issues, etc. The Floor Supervisors in the call center, including my immediate supervisor, are absolutely useless. The Floor Supervisors (supervised front-line finance reps) routinely avoided customer calls and instructed their charges to "transfer the call", since they were too busy socializing. When I approached MY immediate supervisor with this issue, I was told that we "take all calls that are transferred, regardless of the customer's issue". This culture failed to enhance the "customer experience" since they would be, needlessly, transferred multiple times in order to achieve a successful resolution to their issues. The actual call cener itself was unsanitary (trash dropped in floors IN FRONT of trash receptacles. Employees tossing trash out of vehicles into parking lot/garage after lunch/breaks (had to pass FOUR trash cans in order to enter building). Cleaning crew that never cleaned (changed trash bags & policed bathrooms ONLY...never vacuumed carpet or cleaned workstations). Male employees walking around with pants SAGGING off their hips & female employees walking around like they were going to strip @ the club after work (dress code NOT enforced). OSHA would probably condemn the place if they were ever called in to inspect.

iQor would be the last job i'd ever go back to, I was there for 2 years and favoritism played a huge role when it came to who the managers wanted to promote. I can only speak for my department.First, the start pay there when I began was $10 which is definitely not worth it especially because your sitting there getting cursed at and getting wished that you would die by the customers in horrible ways. That lasted about your whole shift. The trainers told us that we wouldn't have to deal with that and a supervisor can take over the call but when it came that time, supervisors never wanted to take the call and would tell you to just deal with it or go ask another supervisor who would give you the same answer. Another thing I did not like was being told I have mandatory overtime that same day about an hour before my shift was over because of a high call volume. This was done many times. As far as co-workers, I got along with mine pretty well, never had an issue but then again it was probably because we could all relate since all we ever talked about was how horrible this place was on our lunch's and breaks. What I can say good about this job is that they were always on top of reviews for raises and gave them if deserved. Their bonuses are not all that great, once I was suppose to get a bonus of $400 and they minimized that to half. We all knew that was going to happen in the following month but they did it sooner without telling us and we only noticed because of our pay checks. Because of this, there were a couple agents and even a manager who had quit and walked out the same day. One last thing i'd like to add, there was many rules that we had which wasn't too big of a deal, but the big deal was the changing of the rules many many times. We would get our calls pulled and listened to and they would tell us what we did wrong that was never wrong before or even as simple as how we were suppose to say things that continuously changed.

A typical day at Iqor was meeting challenges   by trying out the new software or being able to use what i learned in training.
 I learned all about how Iqor began, the different divisions how Iqors connected from the home to the pole to the Playstation. Management on the other hand at Iqor was great in the beginning. The problems for me began with National Grid. On a typical Friday at the end of the day I found out that I was being transferred to a new division National Grid. My previous Supervisor did tell me but it was that Friday and i wss to began the following Monday. This came without any warning. The culture at National Grid was totally different. It started out with the training. At Iqor the training was fun. The culture and the learning environment at National Grid was totally different. The fun was taken away but the learning environment was great. For me there was no hard part of the job because I enjoy learning. From the time I started at Iqor I read the whole manuel just to be prepared for my customers. The hardest part of the job was the work environment someone stole my identity. When I would sign in for work I would be noted as being late. The system would tell me that I was already signed in and no one would lisen. Also I would question my days off? When I tried to use the days they were already taken? With that being said I moved on. The most enjoyable part of the job was that it was not a question about National Grid that I could not answer. I studied and listened in the training and past this information on to the customers. This was one of the most enjoyable jobs I ever had. Service ended for me due to the  sudden illness of my Husband. I was already an informed environmentalist since I spent the time at Iqor and National Grid I'm even more informed today. As for Management it's to many chiefs not enough Indians.

Okay this is going to be long so buckle up if you want to know a bit more about your future/possible future employer. I worked at the iqor (formerly asurion - formerly NEW) in Crestview. I worked for that company for almost 3 years. At first, when we were asurion things were amazing. I had no trouble and I enjoyed coming to work. However, when we became iqor things went downhill, fast. My experience is just for the Crestview site but management was HORRIBLE! They didn't care about their agents at all. They basically rold you day in and day out "You suck, get better or you're fired". They may have not worded it that way but they might as well have. The pay was okay but it wasn't great for what we had to deal with. Since AT&T was our client, they gave us instruction on what to do, what to say, and how to deal with customers. They didn't care about the customers not one bit. Iqor not AT&T cared about the customer. AT&T spent all their time breathing down our necks, telling us to end calls quickly but threatening to fire us when calls didn't go well or we didn't preform well enough. It was an endless cycle. Don't get me wrong, my personal team leader was amazing. I won't name names but I had the best coach in the building. UNTIL they decided to switch all the coaches around to supposedly helo the turnover rate... in which case a TON of people quit. I won't rant anymore about it but basically if you're thinking of working here only do it if you feel like working in a soul less environment, and being belittled on a daily basis in front of the whole center. Just to recap, management is awful, pay isn't great when you have to listen to whining, yelling, and screaming customers all night, shifts aren't bad if you don't mind starting at 3pm-12am, and be prepared to have AT&T think, talk, and breathe for you.

It's good that it's a fairly easy job to get into. But you're average day is going to be sitting in front of a computer dealing with truly bottom of the barrel customers., What I learned working at iQor is that high school doesn't end for everybody when they graduate, your coworkers and some managers bring that attitude into the environment. This creates a very strange, dramatic, and an unneeded level of, for lack of a better word, drama. 

The key thing to remember is that iQor is a large corporation and you will be a small cog in that machine if you decide to actually work in one of their call centers. Some of your coworkers and management understand that you are a person. However, once you go above your direct supervisor you will be judged and treated like a piece of machinery. I have to say that was the worst and oddest part of the job for me. I had never worked for a company that did values it's employees as little as iQor. With it's lack of work/life balance, it's less than stellar HR department, and multiple incidents of bedbug iQor really lacks a basic respect for the employees that run it's day-to-day operations. Even lacking the courtesy to wait for the building to be clear before  spraying chemicals, tearing up carpet, and doing other potentially dangerous internal construction. 

I have seen them change rules on a whim and terminate employees to settle personal vendettas, there was even an incident where HR blatantly refused to announce open enrollment for insurance benefits to keep employees in the dark. If you are desperate and need a job iQor is a solid option, but if you don't research your rights as an employee before accepting a job with them it's going to be a bumpy anxiety inducing ride.

Top Job Titles	Average Salary
Customer service representative 19 salaries reported	$15.89 per hour
Call center representative 5 salaries reported	$15.82 per hour
Bilingual customer service associate 4 salaries reported	$16.63 per hour
Technical support representative 2 salaries reported	$18.00 per hour
Customer support representative 1 salary reported	$15.00 per hour

Working at iQor: Company Overview and Reviews

iQor

iQor Ratings

Popular jobs at iQor

Salary Satisfaction

Job Seeker Tools

Employer Tools

Browse

Stay Connected