No overtime. Bonus is hard to acquire. Most call centers will still give you a bonus for sales they may just not give you as much if you had everything perfect. But this call center everything has to be spot on you have to have 90% QA score, your login/break/wrap time have to be perfect on the phone, cannot be late or miss a day. I was never late to work or clocking in from lunch and never missed a day and my QA score was fine at the start but I started getting tired/annoyed by the things they required us to say on the phone. It doesn't matter if you provide great service to a customer on the phone you have to say certain lines in the phone call or they will deduct points which is easy to knock you down to the 80's. This irritates me because it doesn't match the flow of every call. You have to create a ticket for every call which is very annoying because the ticket is tedious it has too many components in my opinion. Even for the simplest call you need to create a ticket (if QA reviews that call and there is no ticket you will lose a lot of points for that). Most of the time the QA will be nice and let you know to create a ticket. Another thing is if it gets busy I would suggest finishing the entire ticket before you get off the call because they do not want you in wrap/pause or management will start yelling wrap up the call kristina why are you in wrap, joe why haven't you dispositioned your call. Its very annoying. None of the sups/managers want to take sup calls . We have floor support that do it most of the time but even they dont always want to do it and they will tell you what to say to see if you can change the direction of the call, which ultimately doesn't help and the customer still wants a supervisor.
Its impossible to provide customer service because for a lot of customer issues theres nothing you can do. Customers order doesn't arrive at the store (not our problem), something happens to customers ship to home order along the way and fedex denies the claim the customer will not get a refund (not our problem), if fedex does not deny the claim then we will give the customer a refund but claims take more than two weeks most of the time so customers call in pissed about that. the only thing we seem to offer an upset customer is $5-$15 visa gift cards. There are a lot of things that we are expected to help the customer with that have nothing to do with our department and sometimes you transfer them to that department and they transfer it right back to us. The website works against you most of the time because nothing works on the website (a lot of customers hate the website). The worst issue I have come across is the fact that a lot of customers receive items that are damaged or are missing pieces and they send the item back to us for a refund but there is no one to keep track of forwarding that return ticket to the finance department so customers call in upset because we received our item back a week or two weeks ago and they still haven't received a refund and because Im just putting the ticket in to finance the customer will have to wait another 5 to 7 business days. There were other issues but they seemed to fix it by the time I left. Also forgot to mention $50 to $100 gift card if you are top in sales at end of month (easy to achieve) better than nothing. My biggest issue was no overtime and no real bonus and only $10 an hour. And there really inst a review period to get a raise. The girl next to me had been there for more than a year and was still getting $10 an hour. Another thing is that we were supposed to pretend that we were corporate and a lot of customers were under that impression so when they called they expected a bunch of issues resolved that we couldn't resolve. The local stores would call in as well thinking that we were corporate. We have a corporate phone number that we can provide them but that phone number just goes to VM and also refers you back to us telling you to call our number instead. If youre looking for something temporary then this job is fine but not for long term. I worked for another account under Inktel at the Miami Lakes location and it was the same thing as far as no overtime and bonus is strict, pay was $10.