At the ASC in Jacsonville - NCCT more important than Customer Service - Collector ADT Employee Review

While change is a constant in any call center, since the merger with Protection One, those changes have not been positive in the collections department. The department’s new focus on “NCCT” (non-customer contact time) has created a very stressful and unprofessional working environment with coaches and managers constantly yelling (LOUDLY) about any calls waiting, and harassing reps if they take longer than 30 seconds to get to the next call. The environment has become so loud at times that customers have commented on it and have gone so far as to refuse phone payments, saying they will call back since they do not think it is ADT calling. In addition, focusing so much on the NCCT has created a problem with some reps not doing tasks needed on accounts in order to keep their number low. This in turn causes repeat contact with customers to get their issues resolved (sometimes very angry customers!).