ADT reviews

QA's were as varied as the sun, most management, including upper, were worthless, yet could get away with murder. Pay for the CSG's was awful, and not good for the EDO's as well, turnover was astrinomical, higher then any other call center that I have ever seen. The technology used was about 8 years out of date and the attendance policy was a joke. Many customers cancelling service becasue of poor service because of high turnover, just plain bad.

Pay is way to low compared to the work your asked to do. The training they give you is not sufficient for the calls you take. Expectations for higher job performance increase daily. Changes are made to company policy daily and are expected to be adhered to. You could go home on a Friday and come back to work on a Monday and several active work policies and procedures could be been. Changed over the weekend but you won't know this until you get a write up for missing one of them the following Friday. It's that bad. They bombard your emt with thousands of junk emails that but expect you to manage it and read each relevant one. Meanwhile your being over loaded with calls back to back and you can't keep a call on hold for more than three mins at a time when trying to resolve a complicated tech support issue that may require you to be on the line for 20 or 30 minutes so imagine for 30 minutes straight having to check back with the customer every three minutes and if you don't or you go over by just one minute qc will deduct points off your call and you w get coachings and even writeups for this. Just for going over three minutes when realistically you can't even review the account within three minutes let alone trouble shoot an issue. To make matters even worse they expect you to do downloads while on these calls. A download is when you use a remote programming software to connect to the customers local alarm and add a new user code to the alarm. Now remember you can't put a customer on hold for more than three minutes at a time but the first time you put them on hold your not even able to work on the problem the customer called in about because ADT has you working downloads during the call. So ADT wants you to lie to your customer and pretend like your working on the issue they called for when really your not even working on there account but instead doing downloads so you can meet your download numbers. These people are frauds only caring about money being made and not the customers needs. So after lying to your customer for several minutes then you finally get to attempt to work on their issue ok now your supposed to search through a database called the source that's unorganized and full of random documents that are not even relevant to the job and your supposed to know exactly what to look for in there for each issue to find the answer to your customers problem. This means putting them back on hold again. It's terrible they don't really train you properly then they use this trash source as an excuse and say you should be able to find the answer there so the training was just that look it up in the source and read the user manual to help you troubleshoot this this is the worst job ever man instead of training you the tell you to read the users manual and figure it out. And all the training is just how to search for documents on the source dude this company should go bankrupt for what there doing here it's not cool. It's so bad they created a chat room for more experienced reps to answer questions to help less experienced reps but the issue they found is this just caused more frustration for the experienced reps because mostly nobody knows anything about what there doing here so the senior reps are swamped with questions now. And you may ask why do the senior reps know anything in the first place well it's because they were working for ADT years ago when there was handson training and you could also spend two hours on one call to the manufacturer and learn from them how to fix issues with no stress from management concerning customers holding for only three dam minutes or having to keep certain metrics that we have no so those older reps have had several advantages and so much more time to learn what they never learned in training. And it's not fair because they expected the newer employees to match the skill level of people who had the privilege of spending hours and hours on the phone with no pressure to keep any kind of metrics. And call the manufacturer to get unlimited help with everything the double standard is embarrassing