(Had to edit my review, because apparently, I'm advertising.)
What more can you say for a call center. You're working with customer's yelling constantly.
I actually tried to get some assistance with what they call floor support through chat with a customer and pretty much was told "Ok, so what do you want me to do?" Um... I don't know, help me out here!?!
So obviously some of the floor support staff are in the "Don't bother me" state all the time.
If you're a real good agent, and you're called out of the blue for a "new opportunity" such as working another department... You're not leaving big red. It's an area where calls do not stop at all and the tools are god awful. If you're told you'll get an incentive, don't count on it.... It's to get you to say "YES, I'll take it"
They should find some better people who knows IT, (I tried applying for Help Desk, but its nothing but saying scripted troubleshooting) when something is not working, or you can't get a program open from a remote server, it's not their problem, its YOUR problem. I've heard help desk has ruined other agent's computers and removed programs because they say its "not needed." Get this, we're using OUR OWN computers, you don't know what we do on our computers on our own time.
Whenever a tool is not working correctly, we get told the same crap of what to do, even if you stated you already did it they still tell you to "clear cache, browser history, etc" But here's the catch, opening a billing system from a remote server is not a browser problem. We're told to "do the best we can" when tools are not working, so if our main tool, Einstein does not work we use some other program that has the most horrible interface and make calls longer than they should be.
It seems if you have experience in management, you'll get a supervisor position with no problem, but if you're into technology, don't count on moving up for IT positions. I have actually tried to apply to this company years ago, and tried to sign up for the intern for their personal technology expert position which basically is working 100% with computers, but after my 5th time of trying I did not get it... It seems having the skills in your resume and trying to get management to put a good word in for you is just pointless.
Training was okay when I first started. But you're not told you'll be working with Comcast until the first day of training. Even though they have Comcast listed as a partner on SDC's site.
- Let's talk about Comcast -- You're dealing with angry customers, plus with agents that have no idea what they're doing. The other reps do nothing but ruin your day by cold transferring customers when they said they'll speak with the agent first. If you try to get in contact with another department, count on being hung up on. If they say they want great customer service, get your agents in line! Doesn't seem right when one side of the call center (like SDC) wants us to give great customer service, but the agents on Comcast's side are the COMPLETE opposite.
- They say SDC has highly skilled techs to better help customers.... How is that when we're forced to use scripts and are FORCED to go by what our troubleshooting guides tell us what to do. How is that going above and beyond helping the customer's get their issues resolved? After working here for a year in XH, I pretty much know all the guidelines from the back of my head, and just hearing the issue the customer's have, I pretty much know these guides will not help them. Just like in wireless gateway, you need to ask a supervisor if it's okay to use some more extensive troubleshooting... If we're advanced wireless support, why do we need to ask permission? Since we communicate through chat, we have to wait for god knows how long until they actually give you an answer.
