Busy Environment, job security, and poor management
So far my experience with this company, I started in June of this year, hasn't been great. It isn't the worst place to work as you get paid decently, and can receive decent benefits. There are a lot of promotions you can apply for within the company as well. My issues have been with the HR department and them not wanting to fully compensate you. I'll go into this more later.
A typical day at work at this company, in my position, starts with you trying to find a cubicle to work in. This place is a call center, so you'll be making calls your whole shift. There are usually assigned seats in a center such as this, so you can hang up helpful tools or reminders on your cubicle walls. There is no structure at this particular one so anyone sits anywhere. They have a clear desk policy as well. This means you cannot bring anything personal into work, and you cannot have any paper or pens. Everything you have on the work floor must be laminated, or it will be shredded. I had personalized my cubicle with a whiteboard for notes, and laminated pieces of advice/guidelines. Someone sat in my cubicle on my day off, destroyed my whiteboard, and took everything I had hung up down. The management will not enforce a seating order, or assigned seats.
After finding a seat for the day, you are to sign in to a program to clock your hours. You also have to sign in to a phone program on the computers. This program is very poor in quality as it has errors almost 3 times a day, which will kick eve
ProsCo-workers are interesting and management works together well.
ConsPoor HR department, Contracted companies demand perfection, and holiday compensation has been given late.
Rude Coworkers And a NONEXISTENCE Management Team.
Where should i begin? For starters, the pay is okay for the amount of work that needs to be performed. Management is never anywhere to be found, my pay should have increased after training by 25 cents. 2 months after training it still was never changed. I was supposed to work 9-5 (ONLY reason why i took the position in the first place with weekends off). The person who interviewd me gaurenteed the hours and the weekends off. After training my schedule was changed from 9am -6 EST to 7-4 EST, Mind you i live in central Texas, so they basically changed my scheduale without any notice. If you do the math thats 6 am - 3 pm CENTRAL STANDTARD TIME. When i asked my "supervisor" about the schedule change, and why did it change without any notice to me, i only got "ill look into that for you". Which i NEVER got an answer back, but come to find out that the same people in my same training class had their schedules changed for whatever reason. Hmm okay weird, but i still continued to get up at 6am (which I'm not complaining about, but like where is the comunication?) Anyways, The training they give you, i mean its okay but after every lesson or activity it was always "but you wont need to know that you'll just transfer the member to sales, or wherever they need to be". So if that was the case i went into the position thinking okay not to bad. LOL boy was i wrong. Then getting told "you'll only be doing Navigation calls or roadside calls" then when someone asks you about a new promoion
This company is like a wild roller coaster. Teleperformance is a telecommunications company that lends its services to numerous companies all over the world. Your experience is really based on the following things:
The client you're working under (ie Apple, Keurig, AT&T et).
The management (do they care? About you? About policy?).
Your job description (How stressful is that description, what type of people will you be talking to?).
When I first got there I was working under a client who had high expectations that in my experience ended up having an adverse effect on the agents, SME's and supervisors and so on and so forth within the program. It put stress so highly on everyone that it caused fraud to run rampant. The other issue was the people that were calling in. As our job description was retention customer's that ended up on our line were usually angrier than your average customer on many levels. Panic attacks were not common but they weren't unheard of either (both on and off the floor).
I barely made it through the production and began applying for jobs that were off the phone as soon as I was eligible. The company promotes quickly but on the opposite side of things that generally means that the job you're entering to may be more stressful than the last which is why it became vacant in the first place. However I hit the jackpot with QA. I worked with great co-workers, the phone time was manageable, and my supervisor was awesome. She fought for us and made sure we k
Customer Service Representative | Boise, ID | Dec 5, 2019
Horrible environment and terrible training and supervision. Stay away!
I previously worked for a call center that serviced a major wireless carrier down the street. It was a really bad experience and I was let go after 90 days. I was expecting Teleperformance was different. I began working for Teleperformance on November 12, 2019. Initially, it appeared the trainer was pretty easy going and I thought it was really generous that while we were training new employees had a 1 hour lunch and were paid for 30 minutes of that lunch. Co workers were generally nice and I was really excited in finishing my 3 week classroom training and closing sales for wireless devices and many other accessories. However, everything suddenly went downhill on December 3, supervisor evaluated my assessment which was a mock call of a customer asking to purchase a computer. I followed the call flow and much to my surprise the evaluator claimed I never asked about a function of his old device and he claimed that he had to volunteer that information. So as to the discovery requirement I failed. New employees were given two (2) chances to take the assements. Since that call was never recorded it was basically his word against mine. I was told that my trainer would go over that failed assessment. I expected to have an in depth discussion as to the things I missed but it turned into a 5 minute rushed meeting and I was basically instructed to ask questions before making recommendations and make sure I recommend the entire package. My interpretation of those instructi
Do you like toxic work environments? Then this is the place for you!
Do you like working in an unorganized and chaotic toxic environment with unrealistic goals to achieve? Then working as a call center agent for “Company ABC” is the job for you! Each day take it upon yourself to arrive fifteen to twenty minutes early so you can find a place to park as they hire bodies to sit in a chair, not talented, so the building and parking lot is over crowed and most likely a few bodies shy of a fire and safety violation. Upon arrival to, you will notice that the parking lot is littered with bags of trash and other debris, so be prepared to drive or walk around it. Once there was even a dirty diaper, even though there are no children on campus. As you walk into the building, you are greeted by guards who check your purse and lunch bag to make sure you aren’t carrying a weapon or anything illegal into building. The fun doesn’t stop there!
Once you get past the guards, start your day off by trying to find your team! Are you upstairs? Are you downstairs? There is no way to find out until the day begins, so enjoy not getting paid as you walk around and determine where you are going to sit and work for the day because of the lack of organization. There hasn’t been a fist fight or a shooting (outside in the parking lot) in months. There should really be a “We haven’t had a…” sign to reflect it, so feel moderately safe as you continue to search for your team.
As you find your team and get to your desk, be sure to bring wipes and Lysol disinfectant as it is su
ProsYou get a paycheck twice a month
ConsIt affects your peace of mind
Customer Service Representative | Albany, GA | Jun 21, 2020
If you need a job it might be for you
My time at Teleperformance was not what I would call empowering; to say the least, this company was a mad disaster starting with training.
The instructors, while I'm not 100% certain, did not seem to care whether the person would succeed or fail. Their only job was to train the individual on how to take a call. They instructed you on what the best thing was to say and not on how the customer may react to said situation. They instructed you on forcing the customer to go to the website in order for the customer to process the order. The instructors did not seem to have a passion for the job, but rather repeating the same rhetoric that they were trained to say.
Going out onto the call floor was not that much different. When you start taking calls you are grossly underprepared for the types of calls that you are asked to take because the instructors are, as I mentioned previously, just repeating what they are paid to say. The calls that you are asked to take often bored on the belligerent side. While this can be overlooked because of what the customer is going through, this does take a toll on you because of the limited support that you received working there. In fact, if a customer asked for a supervisor, they would not be around to help you. One could sit on the phone for over half an hour waiting for a supervisor to take over the phone call. That is what little support we would receive there.
Did I feel secure working for the company? The answer is no.
ProsThey provided, free lunches and breakfast during special events when the employees worked.
Cons15 minute breaks, being constantly on the phone w/ clientele in a noisy, smelly, and loud environment, the constant monitoring from supervisors.
I would not recommend this place. Upon hiring, I was informed of client I would be working for. I have a degree in medical field and expert in insurance. Despite my educational background I was advised that I would be with sprint instead insurance company. I do not know anything about cell phones and was advised they would train me. Training was poor. The first trainer was wonderful. Loved her. She did her job in training my class on tools and how to effectively do our job. When we graduated from training, we were moved to production and informed of new supervisor. During this time I had taken off due to death of grandparent. Was advised that we only get 3 days off to grieve. The day of funeral, I had a message from supervisor explaining to join team meeting. I explained current situation and asked if this could wait until my leave was over or until the next day. I was advised I would get a verbal because I was missing important information and he did not want to repeat himself. I had to literally clock in. The supervisor was not helpful and gave everyone a hard time. He was eventually fired. We were moved to another team. This new supervisor was horrible as well. You ask a question, the supervisor would help but while helping, he would leave you to start helping someone else. You have to keep reminding him you need help. Sometimes he would leave while helping. He would prematurely log out or go on break. Don't let you have a sup call or kudos call. He ain't taking them. H
-Teleperfomance will intentionally give false information to new employees about their pay, policys, and benefits. When employees notice the benefits/pay increases never were applied HR will blame it on "miscommunications", blame it on past recruiting employees as their scape goat, and claim that it was always been something different. The interview process is a a two hour ordeal where you're interviewed by two different recruiters and then speak with the recruiting lead. After being hired you go into a training class with approximately 20-30 other people. All of which will have been told the same details as you about said benefits and pay. Only to be told at a later date that none of you were given accurate information on pay increases, benefits, and bonuses. Even though the entire class had been interviewed by different people (each being in different positions) in the company.
-Supervisors are untrained in the roles youre expected to do. To the point of not knowing the steps to completing any transactions you'll be expected to handle. They'll tell you that the article database is your work Bible and you should be living in them, while not knowing what any of them say.
-When an employee got sick from Covid-19 the company intentionally tried to keep it hidden from employees, and still wanted everyone to continue to come into work after being potentially exposed and ignoring the quarentine recommendations. Then as employees were upset that they were in a position to either
ProsPay is decent for getting for a foot in the door in this field.
ConsNo support from management, company misleads about pay and gaslights new employees
Having been at Teleperformance, USA for about five years now, I have a good grasp on the culture, what is expected, and what can be expected.
Let's start with the basics. Teleperformance is an entry-level call center. This isn't a jab at Teleperformance as they do not hide this. This isn't a bad thing either. If you're just starting out and want to see if this is something you'd like to pursue as a career, this is a great place to start as the barrier for entry is low, culture is relaxed, and expectations are low. Everyone starts out as an agent before moving up so no one is overseeing a position they have not already excelled in themselves.
Here's where things take a turn for the worst. The job security here is not great. Since Teleperformance works with clients, projects can leave just as quickly as they pop up. When this happens, most employees getting less than a week of notice. If there's another project opening, or hiring, employees will be moved over. If not, then agents will be laid off. Just the nature of a client-based contact center. Again, this is entry-level so the job security won't near as stable as working directly for a company.
This extends past the agent role as well. For supervisors, trainers, and managers, promotions are rarely based on merit and positions are filled with someone already in mind. This normally wouldn't be too much of a problem, except a job bid is always filled out for each open position, meaning several employees can apply in f
If you want to be micro-managed, and treated like a number.
Overall, as far as call center's, not the worst.
They actually pay decent. Not good, but decent.
I've worked a lot harder for less pay but more satisfaction.
You probably won't find any satisfaction. It's all about the constant calls, and monitoring your calls and monitoring the monitor's of the monitored calls, etc.
You'll almost never hear what a good job you're doing without having some sort of negative item thrown in there that you need to improve on. Even if you are fantastic on the phone, there will be some sort of negative item that you need to improve on to deflate your morale.
Majority of calls can be stressful, dealing with upset people, but you try to do your best to help everyone out, de-escillate calls and do a good job, just to be ridiculed or fail your monitor somehow for some ridiculous reason.
Don't worry about getting a Doctor's note, they don't accept them as valid reason's for missing work. So even if your appendix ruptured, your still being punished with negative points against you while you missed work from your hospital stay. As if missing the pay wasn't punishment already. Also, any missed time, even though they are assigning you points as punishment, they will want you to make up that time somehow by working extra shifts (but they won't refund or reverse the negative points against you, so there's really no benefit to you except helping your paycheck not to be short)
Again though, is ok pay if you can stand it. I can't say "Good"
Prosthere are some great people that work there, and some good supervisors.
ConsPay should be higher, A LOT of micromanagement and primed to fire employees. high turnover.
Questions And Answers about Teleperformance
What is the interview process like at Teleperformance?
Asked Jul 18, 2016
I get that hiring right now is hard considering they have to do it through zoom, but I got a text saying my interview would start at 11 am and it would take 10-15 minutes. I waited 45 minutes and I wasn’t able to wait any longer so I had to leave the meeting. Consider giving better instructions and having more respect for peoples time.
Answered Feb 16, 2021
Funny I never took a typing test.
Answered Oct 5, 2020
If you were in charge, what would you do to make Teleperformance a better place to work?
Asked Jan 14, 2018
Fix the computer training environment. Also stop forcing people to work overtime and on their days off. Offer part-time. This job can be mentally draining, offer more break time to just breathe sometimes after a difficult call or back to back calls.
Answered Jan 20, 2021
Check how management is treating the advisors. Make sure that the advisors can be heard and their questions and needs addressed without going threw management. Give them a place were their voice does matter, and something much better than "lets connect"!!
Answered Jan 15, 2021
What would you suggest Teleperformance management do to prevent others from leaving?
Asked Mar 18, 2017
Hire better trainers. If your gonna hire people who have never worked in a call center have some extra training available to them! I just got hired and fired within a week because they crammed so much info into my head, I was getting everything confused. I'm especially bad at taking tests. I failed 3 but I made up 2 and passed those, The tests I did pass did not take off for the ones I failed. I was told you failed give me your badge and there is the door! The trainers paid more attention to the online people and I was in class with the trainers. 2 trainers at that. They didn't want to get up and walk they butts 5 steps to help me but the people online got the fake oh yea well sure when I got the huff and puff of having to help me. They need extended training for some people, don't treat me like I'm stupid because I'm trying to learn and nervous at the same time.
Answered Oct 5, 2020
Teleperformance should STOP all the favoritism. Stop promoting your "friends". Promote people with program knowledge and management experience. Hiring you friends is setting everyone up to fail. Listen to everyone, not just your favorites, because in a fair work environment, everyone's opinion matters.
With that being said, even though agents do not always get the best training, having a manager that has program knowledge and experience relaying that knowledge to others, is a win-win situation. This will never happen as long as your favorites and friends are being promoted.
All supervisors should be their agents best ally and protect them at all times, especially when they are in the right. Agents should never have to fear their supervisors or upper management. Supervisors should not fear upper management and stand up for their agents. This company would not have as much turn over if the guidelines were followed.
Answered Jan 12, 2020
What is the best part of working at Teleperformance?
Asked Oct 3, 2019
I loved helping the customers but management ruins that for you.
Answered Jan 15, 2021
The coworkers you get to work with. They make the days go by fast.
Answered Jan 13, 2021
How flexible are your working hours at Teleperformance?
Asked Mar 13, 2020
NO flexibility in your hours what so ever!!!
Answered Jan 15, 2021
Hours were real flexible. My site was open 6am to 11pm sun-sat and you could make up hours if you missed a shift