- Short breaks (10 minutes)
- Proper expectations not set. We were told our training classes would be at a certain time for 7 weeks, and they switched the times on us when it came time to take calls while still in training. They also told us we would be helping people, mainly explaining their bills, scheduling technician visits, offering upgrades to their services, etc., but were told once we were on the floor after training that we would be required to try to make sales (such as a tablet) on every call, but nobody told us upon hire that it would be a requirement.
The company with the contract is AT&T. I was unable to do my job due to having to clean up the messes of other ISM agents and the original sales agents. Both the sales agents and AT&T lies to the customers from the very beginning. They are promised things that are never delivered, and never see a price as low as what they were originally quoted by AT&T. It's difficult to make sales when most of the customers are calling in because they are angry about their bills. They expect us to keep our calls under a certain amount of time, but that is difficult to do due to the very complex problems with the combined bills. AT&T bit off more than they could chew when they acquired DirecTV, and completely mess up people's bills constantly. Our training did not prepare us for taking phone calls (our trainers were great people, but the training material provided by AT&T was poor). The many systems they use on the floor are outdated, slow, and crash. Some of our help material didn't even have the correct information to help us. The myCSP program had a directory where we could find numbers to transfer the customer to. I found one for Wireless, dialed it in exactly as it was shown, and it connected me to Collections. There was no communication in upper management about what was even going on during our training. This job is worth more than $10.00/hour. There aren't enough floor walkers to help in a timely manner. Some of them were visibly annoyed when we would ask for help, even though we just hit the floor. This place is a big joke, and I would highly recommend staying away unless you absolutely need a job (or if you need ~7 weeks worth of pay, because sitting through the classes is easy). It's easy to see why turnover is so high.
