Foundever reviews

I was so excited about working with foundever because I heard good reviews from people working in a country in latin america. After 7 weeks of training I came to find out that it doesn't prepare you for what you actually have to deal with. Customers don't want you to do research for everything, they expect you to have the knowledge because that is why they are calling you!!!! Because you suppose to know and they are totally right!! The thing is that in this campaign they have like a database and you have to look for the answer to the customer questions. They mention the basics in training but it is not enough to do your job! The results are stressed agents and frustrated customers that tell you how bad the customer service is. So it is kind of hard when you don't know the answer, you have to do research to find it and also talk to the customer at the same time to not have dead air. If you decide tu put the cx on hold you need to refresh every two minutes. Sometimes you don't even find answers in this database ( kind of a google) so you have to ask for help in the assistance chat. They take forever to help you and even sometimes they give you the wrong information or just throw you an article number and when you go to check that article there is no answer there. So basically you are on your own. Trainer and team lead were super nice. I Honestly don't blame Foundever for this, it is basically the client fault for not having a proper training. They literally want you to do everything!!!. This medical insurance company set you up for failure, that is why the turnover rate is that high! In customer service you will have angry customers and that is gonna happen in every single campaign, however things get worst when they find out you don't know what you are doing and you don't have answers for their questions.

Training could've been structured better Needed more mock calls, or being able to listen to live calls. Mandatory Overtime out of nowhere