Well, where do I start on how negative and stressful working at home for Transcom is? Please take the time to read what I have to say below.
I want to start by saying that I initially felt great about working for the company. They said they were the best place to grow and work your way up the ladder etc. You would get bonuses every month for showing up on time and you get to work from the comfort of your own home no silly office politics, all sweet right? Well what I experienced was the complete opposite of sweet.
Training was 5 weeks long. During which we went through a bunch of articles and power points. There was so much information and code numbers thrown at you it would make your head turn. Thankfully you are told you don't have to memorize everything. After only the first week of training we are told we would have to take real live phone calls and help customers. This was surprising because we barely knew what we were doing at that point but we were expected to fumble our way through call with a customer which is completely unfair to them that we get to waste their time. The whole training experience left a bad taste in my mouth and I was already feeling unsure about everything at that point.
By the time the 5 weeks are up and it is time to hit the floor you are placed on a team with a Team Lead who is pretty much your manager. Now here is where Transcom starts to become the stressful job I was talking about. Your Team Lead may not be available all the time. Even though it was me and my trainees first week on the job we often found ourselves left completely alone for days with no manager to talk to.
ProsForced overtime if you are in it only for the money
ConsMetrics, lack of support, low pay, low vacation, you can never call out sick or risk dicipline, no job security
This review will be a lengthy one . So if you want all honesty and no bull then please read further . So I am currently a T1iOS , MAC+ Advisor and a Mentor , my job duties include assisting customers with technical and non technical issues . So let’s discuss training if you are interested in this job apply and get hired you will be trained in a room called Blackboard, during this time of training your trainer may or may not be on camera, the training does consists of many slides and a lot of searching for articles in order to properly prepare you to look for information while on a call to assist your customers , during the first or second week you do take phone calls in order to prepare you for when you get on the production floor , but just like any job when you try something for the first time you are very nervous about it and then with practice you become more confident , before you can even make it to the production floor you have to pass your final exam , I have seen people in my training class go all the way through training and don’t make it to the floor because they fail the exam (which if you fail the first time you can take it again) . So once you pass the final exam you then make it to the production floor ,you have about 15 other coworkers and you communicate with your manager via a chat room , a lot of the times the TL’s are busy because they have meetings and sometimes they have to assist coworkers in another BB when they are having tech issues with there system
ProsWorking from home, job advancement, management
ConsPay, the way CSATS are recorded, strict attendance policy
It would be a good job, if there weren't a bunch of unrealistic & suspicious individuals running the show.
Before I go into this, let me give some backstory: I've worked for more than a few call centers handling very sensitive customer information, retail stores, and other jobs around my area. If I EVER had to miss a day, I'd always give ample prior notice, unless it was something that happened just out of the blue and needed immediate attention. And even then, I'd still let my managers know what the situation was before my shift started. My Transcom story is fairly short, but worth a read. After accepting the position they offered me, they gave me 24 hours to complete some paperwork. Not a problem, usually, BUT, they sent the wrong versions of the documents. This happened 3 times, before I finally got the correct papers to sign off on. I was barely able to get the documents sent in within the timeframe due to their ignorance and slow response times, but whatever. I finally get the machine they sent out. I go through orientation, which was just everyone getting to know each other more or less. Day one of training was... dull. We didn't really do much but go over basic policies, and a lot of documents that covered the rear of the company I was gonna be working for, and most of it was stuff that everyone knew, minus one or two curveballs. Also, not to mention that they were for all intensive purposes telling us to be shady about things that really needed to be known to our customers. Day two of training is where things started to hit the fan. Where I live, we've been getting a MASSI
ProsNone. waste of time and effort.
ConsShady superiors, Unrealistic attendance policy, Lack of compassion & understanding, Slow response times, Lack of relevant training materials, More than I can list here reliably.
Customer Service Representative | Remote | Jul 26, 2019
Set Up to Fail
I've been in customer service for 8 years and I have yet to understand what Transcom is really all about and why they treat their agents like they do. Customers were calling in for a full range of issues dealing with their internet service. Technical, Billing, Issues and New Customers. They take the scripted route and demand that the scripts be read VERBATIM, everytime for every customer, every work perfect. I was actually told by my manager to IGNORE THE CUSTOMER so that they could record me reading the script word for word. The customer could say, "please shut up" and I would have to keep on reading. I never did understand where exactly this absurd, militaristic procedure for handling customesr was coming from. I tried talking professionally to my manager and the guy above him explaining that, hey this isn't working. It creates a stressful, negative scenario for everyone invovled, especially the customer, but I was totally brushed off and eventually fired because i was so frustrated. Transcom (a BPO) claimed it was the client (the internet provider) but upon researching the client and posing as a customer myself while talking to the actual client's customer service agent, that was not how I was treated at all. . I was not read scripts and I was helped by a professional, well spoken individulal. Yet the way we were forced to interact with customers was a total departure from any of the well known industry-standard protocals. The customer service industry
Lack of Support & No Remorse for Downtime/Technical Issues
I've been at this company for about 4 months now.
I was super excited to get hired here cause they work for one of the largest companies in the world. When I got hired I was told I was over qualified for the position I was hired for and that I would move up really fast. Great right? Well, not so. I'll explain later.
So I get here and the training goes well, my trainer was awesome and we were learning so much. I worked for a company like this before, dealing with the same products so I knew a lot already too. But then the provided system they gave me started failing so i had to send it back and await for a new one. Unbeknownst to me, this was considered downtime, that is not paid and reflects negatively on attendance. No biggie, new system will work great and it did at first. Over time, the system started acting up and would freeze, etc.. so the time I was not working, went towards attendance and again was not paid. Also if their network or programs had issues, also not paid and hits everyone's attendance equally. Okay, so time goes by and I'm in the production stage taking calls, I was trying to do overtime but would get denied automatically by the system, I informed my supervisor about it but no resolution was made for 2 months until another agent told me where to actually check for overtime in the system and at that stage overtime is rare and first come first served. I found a total lack of internal support and next to no replied from the support chat. Then for reasons I ca
ProsGood starting pay. That's all. Sadly, Overtime is hard to book as not much is available.
ConsShort breaks, short lunches (unpaid), horrible policies, punished for system issues, punished for sick leave, punished for lack of knowledge due to lack of training time, punished for having to use the washroom when not in allotted break time
Customer Service Representative | Louisiana | Jan 14, 2019
they work for a few companies, what happened with me wont necessary be your case!
ok so you can work for transcom but you will be working for another company as a customer representative, I work for and internet provider, I know some people work for apple and such..
the internet company that I work for It's not a good one so that doesn't make make job pleasant all the time , most of the customers are angry because they are not getting what they expected so it can be frustrating, but that can happen in any job,
I had a good trainer and they tried to get us ready for the phones , at first it's hard I have to admit, since u are not in the call center it self u can't actually see how someone else does it's ob, but they have a good way of training you , u will get it just stick with it, they have like a Wikipedia where u can find how to do the process step by step.
I my self had a problem with payroll and they keep messing stuff up , but other than that I like it.
it can be stressfull because the company keeps changing the process or policies, and u have to do so much on a call it drives me crazy, even if u would like to have a short call u have to ask them so many things and pitch stuff it's annoying for the customers and for me, but that it's what the company wants for their clients.
in terms of the schedulle , they will let u choose what schedule u would like and what days off, witch it was great, I started a second jobe and they change my schedule to a later one without a complain or a will see, they can set dates off for appointments and stuff witch i
Prosgood pay, you choose your hours, work from home
Consnot that many options for health care
Customer Service Representative | Florida | Nov 28, 2018
Not a good place to work
The basic people are great to work with. Training is just a bunch of powerpoints and slides. They expect you to know all about the KB’s and have to pull so many on every single call. You go through 3 weeks of class training and then 2 weeks of nesting. There are no raises no vacation and no sick days. So what you start out at is what you will make. And if you are very lucky you may get a bonus each month with perfect metrics. The insurance offered is so expensive that you will be working for less then federal minimum wage. And if you are sick and in the hospital like me forget it, you get written up and threatened with your job. They play favorites and there are so many people missing five six days and they still have a job. I am still there but actively seeking a new job. QA’s are a nightmare for you never know what KB’s to use on each call and if you use the wrong one you fail your QA, if you don’t continue to say the customers name throughout the call you loose points, it is a never ending cycle of you did this wrong. When all they really need to do is take the time to train you instead of making you read thousands of KB’s to service a call. You don’t get to choose a schedule they choose it for you, and you are locked into that schedule for the time you are with them. I started my class with 25 people and they dropped like flies until there were ten of us left, so I was moved to another class that started with 21 and they dropped like flies as well, we are now at 12. This
Hi everyone, the only reason to work for this company is if you cannot find a job then go for it till you find something else. Too many issues that makes me believe there is something suspicious about the company.
1. This is a company I know that will never verify you verbally they tell whoever wants to verify you to send a fax, please who does that, only Transcom. Seems the headquarters is not in USA is the problem I do not know. I needed someone to verify me the same day, I sent several emails for this purpose, they responded saying they cannot speak to anyone. I called no one would pick up.
2. If you work as a technical support you are on your own. First of all there is nothing techie about the job but more or less of telling lies to the customer about the data package they have for their internet and the customer yells back at you or curses you out. When you try to tell the next level of manager to handle the call they avoid doing so telling you there is no overall manager to speak with. I had an incidence that my team lead said I should ask again that there was a manager available that is just an example of out of many incidences.
3. If you are lucky, i do not want to say unlucky but if you fall under a micro manager forget it you will be stressful. I was a victim. On day he did one on one this so called micro manager was yelling and talking over me and would not allow me to speak and alas ask me what happened after and the so called HR and everyone believed
3 weeks of training and, during that time, you weren't allowed any hands on experience with the systems that you would be using during work. They do have simulators but you're not given any time to work with them. You're given 2 days where you actually handle customer calls with a mentor. In my experience, many of the mentors just sit and listen to the calls without offering any usable guidance. Then, you go to Nesting and take customer calls for a few hours... nesting was the best part because they actually helped you when you needed it.
Then, on to production. You are in an STC room where you are supposed to ask for help. Most often, you get no response. You reach out to a chat support and they usually give you wrong information, so you escalate to a senior advisor that ALWAYS pushes back about helping you or taking over the call... even when the rules are that they have to.
Then, sick time. They do NOT accept doctor's notes so, if you are admitted into the hospital, they still count that against your attendance even with a work excuse. However, it's against their rules to work from any place other then your home.
They also do forced promotions. I had gotten out of training and nesting 2 weeks before being shoved into another department and going back into training for that department. I was barely comfortable handling the work load that I had and they dumped more on top of it. I asked to be passed over for the promotion because I wasn't confident in my abilities, yet, a
Technical Support Specialist | Remote | Apr 1, 2021
Alright place to work, but prepare to be micromanaged
A typical day at Transcom as an iOS advisor consists almost entirely of taking inbound calls from customers. Some calls you get are from easygoing people with simple problems, and some you get are from customers that are upset before you even answer the phone.
I learn new things on a regular basis at this job and consider that a plus. The workplace culture has a fairly inclusive feel. Most people are willing to help you, including supervisors.
There are two things I dislike about this job: dealing with customers is part of the job description, but it can be very draining, especially for someone who already has issues outside of work. Customer satisfaction, or "CSAT" is one of the metrics that is used by supervisors to gauge your performance. These are entirely dependent on customers' opinions of the call. A lot of the feedback customers will leave is about things you cannot control, for example, they will often leave feedback about other advisors or the company itself after speaking with you even though the survey provided to them is intended to be a rating of only your performance. Second, supervisors will nitpick everything you do. Micromanagement is widespread throughout Transcom from what I can tell and many people don't like it. If you don't like the feeling that someone is breathing down your neck while you work, you'll have a problem with how you're treated here.
Pay is... Alright. Working directly for Apple is understandably more fruitful than Transcom. Transcom's
ProsBeing able to roll out of bed and work
ConsCustomers are draining and have high expectations, supervisors micromanage to a large degree
This review will be kind of lengthy but I wanted to be as detailed as possible for those who are really considering working for transcom so you know exactly what you're getting into.
The job seemed great at first. They even mail you your own Mac to use for work and all you have to do is buy a phone, have an active landline as well as high speed internet. Training is 5 weeks. Three weeks of classroom training and two weeks of nesting. You would think 5 weeks would be enough to prepare you for the job but it doesn't even come close. Most trainers will even tell you that Apple is the hardest campaign to get into. After 1 month of working in production I can honestly tell you working from home isn't all it's cracked up to be.
In the beginning they are very supportive and will make you feel like they have your back. This is true during training but changes very quickly when you get into production. To put it simply the training is an absolute joke. You sit at your computer in a Blackboard room with your co-workers while your trainer goes over modules and slideshows. During training you will have to take about 15-20 tests but it's still won't prepare you for what's coming. Its more like a crash course.
Now I've worked in about 5 different call center campaign's and I've never seen anything like this before. Initially when training starts they make it seem like you won't start taking calls until the nesting period but this is a lie. They make you take calls on your sixth d
ProsWorking at home thats about it
ConsInsufficient training, Overtime is mandatory, metrics are a joke, you're punished for any time missed even if its out of your control, little to no support in production
Where do I begin...? Let me start off by letting you know that many of the people who work here are great!!! They really do try and genuinely care for their fellow colleagues. As a sales specialest, I can attest to the fact that like many others on here, my experience has been far less than stellar. When I first started off, training was fun, informative and lead by someone more than capable of doing the job... not just doing it but excelling at and enjoying it! It all went down hill from there. This company has a massive management problem and the entire management structure needs to be completely reformed from the top down. The miscommunication in this place between colleagues is simply ludicrous! Everyone at Transcom is forced to use their system that has never worked and likely never will. They threaten disciplinary action if you don't use Google Chrome (a browser in which their system is usable) and demand you use Internet Explorer (where the system constantly errors out while in use) you'll be there on the phone with a customer and the system will freeze and error out and they literally tell you to say "we're experiencing an unexpected update" to the customer... ya... great customer service :) . (Ps. Pressing refresh doesn't solve the problem, if it did, it wouldn't reappear within 3 more clicks ;) They claim to be trying to fix the problem when anyone brings it up but let's be real, it's not happening. This is partly at the fault of the money they waste on junk food pr
Ho lavorato in Transcom in somministrazione tramite agenzia interinale, con contratto CCNL part time a tempo determinato. Considerata la mia formazione tecnica, quando sono stato contattato ero convinto che avrei lavorato per un operatore telefonico, al colloquio finale invece mi è stato rivelato che si trattava del contact center INPS, tuttavia ne sono stato felice, poiché sembrava un’opportunità diversa dal solito lavoro in call center.
Dopo un’estenuante formazione durata 56 ore, ho firmato il contratto ed ho iniziato le mie giornate lavorative, fin da subito si sono presentati diversi problemi che non avevano niente a che fare con la mia effettiva capacità di lavorare e quella dei colleghi, infatti la formazione si è rivelata insufficiente per riuscire a gestire tutte le esigenze lavorative, ci si doveva affidare agli appunti presi durante la formazione e alla memoria, era possibile consultare la manualistica solo durante il turno di lavoro e durante la chiamata, non è stata mai fornita nessuna documentazione cartacea da studiare e approfondire, tuttavia ci veniva chiesta una media di 4 minuti a chiamata, in questo brevissimo tempo bisognava identificare gli utenti (spesso in condizioni audio pessime), capire il problema, descrivere il problema nel gestionale, quindi procedere alla risoluzione e scrivere altre note, ripetiamolo, in soli 4 minuti.
I team leader si sono dimostrati piuttosto indolenti nell’aiutare i neo assunti, ed è stato necessario contare sull’aiuto di
ProsAmbiente sereno e tranquillo, buon rapporto con i colleghi.
Consteam leader indolenti, rimproveri per sforamento delle pause (di 26 secondi!), impiego precario senza possibilità di formarsi adeguatamente
Questions And Answers about Transcom
How often do you get a raise at Transcom?
Asked Apr 14, 2022
every 6 months
Answered Jan 29, 2023
depends on your performance
Answered Jan 25, 2023
What is the promotion process like at Transcom?
Asked Oct 19, 2020
Answered Jan 25, 2023
Answered Jan 24, 2023
Is there anyone applying for transcom recently? How long does the process usually take? I’ve did the application, then received an email to do a written interview what comes next?
Asked Apr 4, 2018
The hiring process was not bad at all. I applied through indeed. Then you get an email if they are interested that explains the interview process. After the interview you know right away. I heard right before mine was done!
Answered Oct 1, 2021
My interview only took 15 minutes and I was told by the recruiter an acquisition team would reach out to me in 72 hours. Originally told the interview would take 45 minutes but a I guess they can kind of can tell who will handle the position well and weed those people out first to not waste time. The others I guess they need to get a better feel for so they get more questions.
Answered Jul 19, 2019
What is the best part of working at Transcom?
Asked Jun 13, 2020
Working from home
Answered Jul 3, 2022
Crap training. Boring job. Useless tools to help customer.
Answered Jul 3, 2022
How long does it take to get hired from start to finish at Transcom? What are the steps along the way?
Asked Aug 11, 2016
A few days
Answered Jul 27, 2021
took about a day to get hired, two months to start training, and one month of training at $11 before moving to $13.xx