Where do I start? The company hired virtual employees in 2023 knowing that they were going to do a massive lay off a few months later and then take those same employees from chat and force them on phones. They lied and said these employees would be considered “flex” where they would be helping on chats half the day and phones half the day. In all actuality they were training outsourced people from Jamaica to fully take over chat. The calls are NON STOP, you can’t even take a breath!
The chat agents they outsourced with use AI to help in chat and still can’t do right. They sent mass emails praising chat agents for using their “CARE” method but the AI tool built into the chat automatically does that for them so really it’s a slap in the face when phone agents can’t even get some real recognition. They simply don’t pay enough for the BS they want you deal with and do.
My mental health has absolutely taken a hit for sure and if they did layoffs again and I was a part of them, I don’t think I’d really care. Phone agents should be getting paid like $22+ an hour. Quarterly bonuses exist but it’s not like many will ever actually get them because of the unrealistic weird metrics like them not wanting customers to call back in within 14 days,
Single handedly one of the worst companies I’ve worked for. I was non phone for years until they hired us to do the switcharoo to phones.
