You need money to survive. I understand this. You don't care from where, as long as you're getting it. I understand this also. However, you can't take the money from Rock for a long period of time, or it will seriously affect your health.
As an employee at RC, you will leave each day feeling as if subject to a social experiment. You will not be able to separate reality anymore. You'll wonder if billionaire Dan Gilbert decided to create the company because he was bored with day to day monotony, and the thought of human mice in a cardboard maze was thrilling to him. The longer you stay, the more you're going in circles. The hypothesis of the human experiment is simple: how much can you put people through before breaking point?
Fairy Tale Zone:
Training: You will spend hours upon hours reviewing data and literature, trying to retain as much information as possible. You will review calls of past employees and attempt to prep for every possible scenario. You will be quizzed on the material and made to fill out lengthy question packets, evaluating your comprehension. You will shadow current employees during real time calls to get a feel for the process. You will laugh and get breaks. You'll drink slurpees out of the machines on every floor. You will leave feeling moderately competent that you can do this job.
Reality:
Post training: You will quickly come to realize that the past two weeks have been delivered to you through rose colored glasses. You will quickly realize that you've been trapped in a scam. The information that you so delicately spent 80 hours highlighting and memorizing has since become irrelevant. A change in policy arrives in your email at a minimum of once per day and an average of three times per day. These policy changes will contradict something that you learned the previous week, the previous day, or even the previous hour. The sheets that you use to reference information will be printed up fresh each day and you will be made to search through thousands of emails while on a call to find what the answer has become. You will ask five different managers a question and get five different answers, because there is no cross communication and no one can ever keep up with the constant changes.
Performance: You're evaluated on these changes in the form of a call picked randomly from the previous day and graded on a 20-criterion rubric. Anything less than a 90% is failing and you're put on a special watch list. Anything less than a 98% monthly average and you're being told that you're dragging down everyone around you. Your team leader will begin constantly micromanaging you in the form of threats and standing over your shoulder criticizing your every word. You're placed on action plans and made to send daily emails to management detailing why you're not a perfect robot. Additionally, a report will come out five times daily detailing how long you've been chained to your desk, how many times you've gotten a drink of water, and how many times you've gone to the bathroom. If you're below projected pace time for that report, management is blowing up your computer with IMs threatening you to do better "or else". If you miss any part of the day for a doctors appointment, you will be made to sacrifice your breaks for the remainder of that month to stay "on pace". Commission is paid out as a combination of your ranking between these two reports. If you miss a day of work due to sickness or vacation, your score will never recover and you will be ineligible for the extra money. You will be mocked and told that you're not committed to the job.
Leadership: Management and leadership will tell you directly and unashamedly to your face that the company does not care about your resume. They do not care about your skills, or experiences, or your education. They will tell you that all they care about is numbers. They will tell you that if you don't like such policies, then that you will never succeed or grow. They will tell you that they are seriously under qualified for their own positions, but that nepotism placed them there. You will feel like there is a barcode burned into your forehead at all times. You are no longer a human being, but rather a living metrics report. You will be looked at in terms of performance and nothing else. You will physically have someone stand over your shoulder and shout at you to grind and sacrifice. You will be paid $6/hour less than others doing the same job in different departments. You will be forced to dress in ultra formal business clothes to sit at a desk with a headset on all day. You will start at a different time every week so as never to develop a routine, but leadership can be late any number of days. You will suffer through the fastest 30 minute lunch ever. You will be forced to stand at your desk and not use your chair for hours out of the day and suffer through music blasted so loudly by leadership that you can't hear yourself think. You will be treated like absolute garbage day in and day out. You will witness your coworkers crying in the bathrooms or tearing out clumps of their hair from stress. You will forget how to smile or laugh and start dreading the coming workweek as soon as you leave on Friday evening.
This is a telecommunications company. You will be working in a call center. This should not be a life or death job, but you will feel like you're in a concentration camp every hour of your life. You will never, ever look back when you're finally able to free yourself.
This job should be your absolutely last resort before becoming homeless only. Any and all positive reviews have not been written by past or current employees, but by marketing specialists only. This company is not like any of the others in the FOC, so you'll never experience the fun QL culture everyone talks about. Rock Connections should be federally investigated into its labor practices.
Good luck and don't say no one warned you if you're still dumb enough to accept a position here.
