OneTouch Direct reviews

No known cons at the time

There are pros and cons with everything and One Touch Direct is no different which regretfully is what caused me to eventually resign. I will start by saying I had many of my "good opportunity" chats stolen from me which would have been nice if those people who were responsible were tracked down and help accountable. This happened to me and a few others I spoke to as well. I didn't like the fact that I as a new employee knew more about the products/services we offer than some of my superiors. I was hoping to have more support from people within leadership roles and not just my co-workers who made great attempts to help but often fell short because they were new as well. With that being said, I wouldn't have made it as far as I did without have such a great team of people to work with. I didn't mind so much that my supervisor wasn't as knowledgeable as I would have expected considering the position she has, but the fact that I would receive wrong/conflicting information from people within leadership roles. When anyone asks me a question I will always only reply with an answer if I know the answer or help to locate the answer if I have time to do so. It is very important to me to have great quality interactions with all my customers, and I feel as though I fell short partly because of wrong or misleading direction. In addition, although I have held very successful telecommunication sales roles in the past they were face to face or over the phone. OTD was my first chat role so navigating multiple interactions at the same time was all new to me. I was confident I would develop into a great chat agent but I wasn't able to handle more than 1 chat at a time with the quality that I pride myself in. I was forced into handling 2 chats a time which at times turned into 3 earlier than I was prepared for, so I never had an opportunity to develop enough chat experience and found myself increasingly discouraged. With that said, it is a sales role and there are expectations that OTD also has to meet to maintain their relationship with T-Mobile, so I understand why they were pushing me. I did my best, including spending much of my own time to learn the products so to better help my customers but it wasn't enough because I was unable to practice navigating the multiple chats at home, I failed. Combined with the fact that I had many system issues on many of my orders. There were far more pros than cons but at the end of the day the cons had a huge impact on the quality of service I provided and ultimately lead to me resigning from the position which is unfortunate because I absolutely loved my time there.