Alorica reviews

You take your first call while still in training and you are expected to meet metrics while still being trained on the first day of calls. If a rude customer calls in and curses you or insults you, you are expected to take it on the chin. No hang ups, no transferring the call. And if the rude customer hangs up on you you are expected to give them a call back or it will hurt your call stat. You also are expected to sell on the first day of calls. And the company tells you when you can go to the restroom and how long to use the restroom in your own home.

You can be a top agent for several years and the instant the metrics are changed and your numbers aren't there, they will wave goodbye. Managers will issue written warnings and give agents "plans" to follow but when the plan is followed to a T and the results end up being the same, no one has any answers. The higher turnover gets, the less experienced the average agent is, which results in an overall lower customer experience. Yet they continue to self perpetuate the cycle and drive up metrics that directly result in agents being turned loose. Tools don't even accurately reflect their own utilization and you have to go behind yourself and take screenshots and keep them to prove you did things correctly. It's insane. Like anyone could be productive having to do that. All they care about are numbers. If you work here you will be a number and nothing more.