Working at ibex: Company Overview and Reviews

2112 reviews
ibex Ratings
Average rating of 2112 reviews on Indeed
2.6Work-Life Balance
2.8Pay & Benefits
2.5Job Security & Advancement
1700 Pennsylvania Avenue NW Suite 560, Washington DC20006
$1M to $5M (USD)

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Based on 3469 reviews
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ibex Reviews

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Overall Reviews at ibex

Customer Service Representative | Hampton, VA | May 29, 2013
For starters this company COULD be a great place to work. However I have to admit, it was one of the worst places I have ever worked. I have worked in customer service call centers for over 20 years and this place is awful. They are hiring just about anybody for starters. Out of the 30 people in my training class, only myself and one other person had any customer service or call center experience, so they are training people with basically ZERO skills. So they are really REACHING. Most of the people they do hire can barely get through a sentence without using incorrect grammar or slang. I heard "What It do?" and "Let me AX you this" used in actual customer calls and used by my instructor. The training was pretty bad too. The trainer I had was not very good with his use of the English language either. Lots of slang and bad grammar. 90% of the place talks like they are on the street corner. Unacceptable from any standpoint if you are trying to run a professional business. He could not keep control of his class, I came to work on time everyday, and everyday 3-5 people would come in late and nothing was done about it. Sometime 15-30 minutes late and getting paid a full day. If I have to get up at 5 in the morning to get there by 7AM, then everybody else should. CONSTANT outbursts throughout the day during class. No respect for the rest of the class that wanted to learn and no corrective action taken. Once or twice they were told to settle down, but there were fiv
Inbound Customer Service Representative | Beckley, WV | Jun 16, 2015
Stay Away if you can from the Poor Management, and always feeling like you can be written up for every little thing even if its out of your control.
You first start this job in training at 10$ an hour, while your in training you get an hour lunch and get to learn about the products and services you will be selling for AT&T. That is the easy part of the job. Once you get out on to the floor your pay goes up to 11$ and your lunches go down to 30 mins and two paid 10 min breaks. When you come into work you have to come in at least 15 mins early unpaid just to get the slow computers up and running or else you will have the customers yelling at you as to why they are waiting after they have already been holding. And if you work Saturdays you have to fight for chairs and computers because of the lack of managers while they make you all sit in a small corner of the office that usually isn't yours. Also you get back to back calls all day long making it very difficult to sometimes finish notes on accounts and finish your call script without sounding dumb or getting into trouble for something you didn't say.This used to not be the case before the made my center combined billing so now we get everyone under the sun routed to us. Customers are usually very unruly and vulgar but there are a few you wish you didn't have to hang up on just so you wouldn't get cussed out by the next one. I wont even start to talk about the other reps that I've had the pleasure to talk to on the phone from other departments. They seem less caring then anything and are very quick to transfer someone to you even if they CAN help in some way. Manager
ProsDecent pay and Set Schedule never getting called in on days off.
ConsManagement, Job Security, Expectations that are impossible to meet majority of the time, Lots of angry customers, Lazy employees from other departments
Senior Advisor | Hampton, VA | Aug 2, 2019
Rethink submitting your application
This will be an honest and accurate review. I have been with the company for 3 years and have watched the place go downhill. The site director has changed 3 times. There are several lines of business, each having their own senior operations manager. Those managers change constantly as well. I happen to work on the Apple Campaign. Our senior Operations Manager currently, is incompetent and a bully. I have witnessed him coming onto the production floor cussing and throwing temper tantrums when stats are sub par. His behavior is unprofessional. He has also sent home every Team manager claiming if they weren’t doing their job, he would and could do it himself. This was the day before July 4th. Nice way to give all managers a paid day off! He threatens and bullies the management teams which then trickles down. The Operation Managers are puppets. They follow the leader and try to convince themselves all is right in the world of iBex. Team Managers are forced to do their dirty work. They have to sit through management meetings getting cussed at and having their jobs threatened. The new “thing” is all about skill vs will.” You either lack the skill or are willfully doing something wrong which will leave you without a job. There is no JOB SECURITY. Let’s talk about pay and work life now. You will accumulate paid time off for every hour you work. The problem is, trying to get the time off you need! It’s like the commercial where you have to be quicker than that! The pay scale has a
Customer Service Representative | New Braunfels, TX | Feb 2, 2019
This is not a career, it's just a job.
Well, been with Ibex almost 3 years now. Had a month of training for AT&T+DTV whom pulled out of this site, then poorly crash course trained for 2 weeks for Frontier tech Support (FiOS, Vantage, DSL, POTS), and soon to be Walmart Customer Service. Its a lackluster job at best, and pay is ok for the type of work. The people you meet and work with are pretty alright. Regardless of what your Supervisor tells you(you'll go threw at least 2 of then a year if not more.) they're not there for you or to assist you in any way with excelling unless you hangout with them on breaks and lunch and relate with them(kiss major but or blow them) you're gonna get the short end of the stick on everything, and have a very difficult time with in the company. Most of them haven't a clue on the basics of ledership or common knowledge of basic things in the company like dental and health plans and where to find that information, and just the job in general. The funniest thing is when you've got a legitimate concern on a customer account, the go to answer is "just make them a ticket". In order to get promoted within, you'll have to be friends with a large majority of the managment as its a favorites game here as they won't tell you that not only do you have to apply on the company website, but also apply threw paper copy collected from your Sup who has to get it from there OM. And that's IF they remember. They're supposed to also select the best agents to floor walk to assist fellow agents.
ProsHoliday partys, pot lucks, popcorn days, pj days, people you meet, lack of movement or physical labor.
ConsLack of respect, lack of common knowledge, high turnover rate, very poor training, HR, pay can and will get messed up periodically, daily metrics you have to meet, lots of petty drama and gosip, seems like high school.
Customer Service Representative | Hampton, VA | Jul 15, 2015
Total Dysfunction...But its a job..
I truly believe in the products and culture of the CLIENT. Now, I'm writing this for the big hats of companies that outsource and provide opportunities to other companies like the one I work for. After getting the contract permenantly, the energy for anyone not in upper management ( meaning the advisors that perform the hard work) began to dwindle and almost now obsolete! Why you are asking I'm sure, and as someone who is in the position to interact daily with all, the shows that are put on while "the client"is on site became that! Just shows!! Once the client leaves, the promises that are made, all the "extra" support. concern and coaching,contests and acts of appreciation disappear when the "client" leaves. Therefore leaving confused and disgruntled workers. And while the typical would say and agree that at least these people have a job, which is true,when you want people to "buy in" into "the clients" culture and beliefs, it's hard when the same skill set that is being pounded and taught isn't used for or with the ones who matter as well if not most importantly, the advisors. From lack of communication, system errors, incorrect information and no one wanting to take responsibility but rather put a band aide on wounds to temporarily fix things that simply bleed through or worse cause an infection! Upsets of pay checks or hours messed up and how situations are nonchalantly handled if even handled at all, promises of things that never came through, and worse being forced
ProsIts a job
ConsToo many to name..
Advisor | Bend, OR | Mar 16, 2015
Run away fast
If you want to be micromanaged,overworked when call volume is high and targeted for demotion or termination if you happen not to be on good terms with management then IBEX Global is the place for you.Commonly thought of as an American company, IBEX Global is actually based in Pakistan, yes Pakistan and not Washington DC like they want you to believe.. IBEX Global is formerly TRG Customer Solutions but their reputation was so bad in the workplace they decided to re brand themselves and put in place four core values that they expect you to uphold but dont actually adhere to themselves.What does the acronym IBEX stand for? No one will tell the employees because it doesn't stand for anything. It's an animal that lives in Africa. IBEX was chosen because it's not TRG which was becoming corporate poison to be working for or associated with. The face that is put on on help wanted ads isn't what you'll get if you sign on with IBEX. Prepare to have your every move criticized and if you're a top performer, you'll be asked to do even more to get that extra little bit out of you.Not quite a top performer? Prepare to be put on performance improvement plans that result in you being fired if you don't meed the plan goals. As a new employee, you'll receive 3 weeks of training and promised an instructor led follow up to reinforce the training. You will never receive this training. You'll be left on the phones with 30 minutes a week for one to one time with your manager which will be spent
ProsMet some good people there
ConsAlot of back stabbing, micro managing and targeting of individuals
Trainer | San Antonio, TX | Feb 2, 2022
Ibex is a stepping stone for a better career
I had gone through multiple roles at Ibex before I had left. I was allowed to prove myself and my work ethic, and was acknowledged with more supportive roles in helping shape agents. During the entire time I did more supervising, it became clear that shaping agents to become better workers was not a top priority, making sure we had a high headcount was a bigger concern. This allowed some agents to commit repeated offenses, and they wouldn’t face any consequence. The only people who were actually fired had to do something VERY drastic, or they may have already expressed that they were leaving the company for something else. We had daily meetings about the same problems, every day, and the supervisors who tried to fix the issue, were posed with the question “Why does this keep happening?”. Regardless of how often the bad actors were facing corrective actions, they were never delivered because they always had to be approved by senior management, and their focus was on headcount so we can post bigger profits. Aside from accountability issues, a lot of what went on was disorganized and ambiguous. Leadership positions were forced to roll with the punches and find work arounds, or create content themselves. PTO was given, but it went away at the end of the year, which is when most agents had enough to use for vacations, but since it’s a call center, the holidays are blackout days, and no one can request off during that time (some people did and never faced consequences, but the
ProsDecent wage, good hours, multiple campaigns to choose from, room to move up
ConsShort lunches, really bad benefits, senior management focuses on numbers rather than the people, PTO accumulated at the beginning of the year and expected to be used before the busy months
Technical Support Specialist | Hampton, VA | Apr 30, 2019
Don’t do it unless you’re desperate
If you are already running behind on bills or money is tight because of an unfortunate change in your situation this may not be the position you want to accept or apply for. THINK ABOUT YOUR RETURN ON INVESTMENT. “RUSSIAN RULETE” PROCEED WITH CAUTION. It will be a long month before you get your first paycheck, 6 weeks of training (7 hours a day) you get your first paycheck during the fourth week. The recruiters will tell you it’s 3 weeks of training but they’re RECRUITERS why would they chase you away. They have some sort of system/program or whatever set up so that you can borrow up to half your paycheck and pay it back in one to two installments. Let old folks tell it.....Everything that glitters isn’t gold. I’m confident there is a loophole somewhere in there. Getting skimmed either in the front or back end. “NO TOLERANCE” As with any other company in corporate America, POLITICS, POLITICS, POLITICS. They hammer you about all these policies they have and how there is NO TOLERANCE. Then you get in the door and it’s.....something . You would think the people in positions of authority.....I’ll leave that to your imagination. Believe me, you will be ushered out in a hurry if you get caught breaking any of the rules. LONG STORY SHORT you have to be there long enough and earn your right to break or bend the rules. “TRAINING” Training is subpar the trainers can only do so much (bless their hearts) but the curriculum itself is INFORMATION OVERLOAD and you
ProsCleaning crew, security, HVAC, vending machines, compensation
ConsNeed I say more
Customer Service Representative | Spring Hill, TN | Oct 17, 2013
Worst Employer EVER
I absolutely loved what I did at this job. Working in the customer retention department for DirecTV was exciting, and every call was different, which made the days go by fast, and when I got to solve problems for customers, and saved them from leaving the company it was very rewarding. however, the management at this company (IBEX) was nothing short of horrible. there is sexual harassment on a daily basis, agents are treated so poorly, and the hours, or shifts that you are given are rarely what you will work. every day there was a threat about us losing our jobs, not for poor calls, or doing a bad job or anything related to the job. the threats were because of the insane mandatory overtime given to us. single parents were made to work hours that would be impossible, even if it wasn't their set shift. there was no working around it, no understanding, and no support by the upper management whatsoever. We were constantly degraded, afraid of losing our jobs, were never rewarded, and every day I walked in to that job, it was just like hell, which was very unfortunate because I really enjoyed what I was doing. I loved speaking with customers, even the ones that were angry, because 9 times out of 10, it would end well, which made me feel good. I even enjoyed the challenge of selling the programming, equipment, bundles, and meeting the numbers/quotas given to us. I was sad to leave the DirecTV part of the company, but could not take the horrible environment of IBEX. I would not recom
ProsHelping Customers, Commission, Free DirecTV
ConsWrong Pay, Hours, Mandatory Overtime, Sexual Harrassment, Corruption, Poor Management, No Oppurtunities to Advance properly, advancement based on favoritism, and who is dating or sleeping with who to keep them on the upper pay scale.
Inbound Call Center Representative | Spring Hill, TN | Jan 2, 2020
The good reviews of this location are not honest and likely by management
I've always held back from posting any review about this job because they were hiring when no one else was at a very trying time in my life but I'm going to review them and keep it fair. IBEX Global in Spring Hill, TN is not only a toxic working environment, the place needs to be investigated. They just recently settled a lawsuit with previous employees where they cheated the employees out of money for time that they worked. Forget everything you see on their facebook page because they're sales people and that's all for show. In reality, they'd hype us all up for a fun day and when the day came, we'd slave away on the phones making their quotas while they went outside to enjoy the festivities. EMPLOYEES DO NOT PARTICIPATE IN ANY OF THE PARTY EVENTS THEY CLAIM TAKE PLACE AT THIS SITE. In the event that said festivities are actually on the floor, they have a 10 min break and a 30min break to get some of whatever they're offering so it's not even a good time to socialize with coworkers because lunch breaks are staggered and you all go at different times. So, all of the pics on Facebook where everyone is having so much fun is the managers, training staff and team leaders. Employees are not promoted based on merit and performance. Kendra Snipes promotes those she believes will look out for HER best interests. So the best agents that I knew when I worked there were rarely acknowledged. Actually, all of those agents have quit and someone somewhere down their path saw their potential

Questions And Answers about ibex

What is the best part of working at Ibex?
Asked Dec 11, 2019
Answered Jun 30, 2022
Getting paid on-time and the additional funds for our lunch card
Answered Jun 29, 2022
Is this a Monday through Friday job? And if not how easy is it to get a schedule working those days
Asked Sep 30, 2016
It’s mon-fri during training but once you’re on the floor you will definitely not be Monday through Friday and it’s impossible to change. You will likely work late at night when no managers exist
Answered Jan 14, 2021
It depends on the site. I have a set schedule. I chose that schedule. I did not get to pick my training schedule.
Answered Mar 30, 2019
If you were in charge, what would you do to make Ibex a better place to work?
Asked Nov 6, 2019
Change their ridiculous attendance policy
Answered Nov 20, 2020
A little more pay. And as you’re going through your first few weeks of working if you had someone at the ready to answer questions about the customers issue they’re calling about so the customer didn’t have to wait.
Answered Oct 4, 2020
What questions did they ask during your interview at Ibex?
Asked Jul 11, 2016
Tell me about your self? What can you bring to the Ibex table? Can you work on holiday and are you flexible?
Answered Feb 17, 2020
What experience you have that relates to the job. How you would deal with a technical issue like an app not working. Do you have any upcoming events that would interfere with your training over the next 90 days.
Answered Aug 19, 2019
What is the most stressful part about working at Ibex?
Asked Jan 18, 2018
Doing the most and going out and beyond for a salary that's been the same for over 5 years. The pressure that we need to constantly do more and meeting the KPIs and keeping up with some outdated policies, although our team and site been the performing the best out of all.
Answered Jun 29, 2022
The lack of help. A lot of times while on this chat called, FMS, which is a chatline where people help you, nobody ever responds to you. On many occasions I had to wait 3 hours or sometimes 7 hours before someone responded. However, it was too late by that time because I already moved on to a different case and I didn't need their help anymore. Also, the customer surveys are really big now and they're on your back about having good surveys too which is incredibly stressful
Answered Jun 6, 2022