Where to start. Poor management. Some of the issues during training should have been a red flag but we were post Covid, a lot was new to employers. They are up front about pay, however please note that advancing and getting raises based on performance is nearly impossible. Of the few people left in my training class (because we lost about 75% or more of the class by now) none of us have gotten a pay raise for performance. We have gotten minimal cost of living raises only, twice. This is done once a year across the company. The metrics to be met are just about impossible. They also set it up, via doing quality grading on calls, for total inconsistency. But let me address the biggest problem here. Although it is widely known that companies are expected to pay for all your time working, this company still has the CSR’s working off the clock. We are told we must be prepared to take calls at our start time. If you are late, and it accumulates to 15 minutes during a pay period, you will get docked 15 minutes pay. Now I know you think, don’t be late! I get it. However, to be prepared to take calls at your start time, it takes a minimum of 5 minutes but to be safe, we really need to start the process 10 minutes before our start time to avoid being late. At the end of your shift, if on a call, we obviously can’t disconnect the call, we must finish. If it extends to 8 minutes past your shift, you can get paid for it. If it doesn’t, to bad. However, unlike the late policy, we can’t accumulate those minutes in a pay period to get paid for them. There are other tasks that you will be told to do off the clock or during one of your breaks. Not really sure how such a big company gets away with this. They are upfront about the work schedule which rotates each month. This of course makes it difficult to plan your life, as we get two weeks before the next month to know the schedule. So be warned. I wish I had been.
