Take what I say with a grain of salt - Anonymous employee Frontier Employee Review

I worked for a division in Provo, UT which did outsourced customer service work for Intuit. That division has since been bought out by another company. I'm not sure how much the problems I experienced were company-wide, or how much they extended to just that location. The call center environment was about as typical as you'll see: high turnover rates, extremes of micromanaging or no management at all, bad culture, etc. The floor walkers and leads were supposed to be there to help, but the attitude they generally conveyed was "you're stupid and so is your customer, and that's why you're asking me for help." During the initial stages of training you're enticed by stories of callers who were promoted to lead status after just a couple months if they did well, but once you get onto the floor you quickly realize they put measures in place to keep you right where you are, no matter what your performance is. In fact, several of my favorite leads (without the bad attitude) were demoted back to taking calls. Then most of them understandably quit. The metric they generally used for success was your survey scores. People with bad scores were subject to losing their jobs. Fair enough. But on the flip side, the agents with the best scores were usually chastised for "cheating" by supposedly breaking some kind of rules about how to present the survey to your customer. Those rules varied from manager to manager and lead to lead, of course. They also entice you to work holidays with promises of excellent pay, and then find any reason possible to take it away from you. Luckily, I was promoted to a brand new position after about 6 months-I'm not sure how much longer I would have lasted on the phones. Those of us who were hired were initially promised a rate increase of $3 an hour from whatever we were making before that. However, they soon tried to make us sign contracts which specified a rate of $15 per hour for all of us. You may be noticing a pattern of the company trying to scrimp and save by screwing over its employees. Anyway, I remained in this new position for about a year and a half. In some ways it was better than the call center work, in other ways it was exactly the same. The expectations and coaching were constantly changing without our notice, and the fault their may lie mostly on the Intuit side. However, in that year and a half I was given one raise of 15 cents an hour, despite the results my work produced. I blame that on the Frontier side. There's my long-winded review of Frontier, hope it helps.