Where do I start....
So, when you begin working at Asurion they will fill you full of cotton candy and bubble gum. They'll tell you all the benefits of working for Asurion and how they're not a 'call center' and shouldn't be looked at as one, and blah blah blah. If you've ever worked for a big company, you know the speeches they give.
This will go on for 4 weeks. The training is boring, but it's ok. You can only do so much with that. Around 1/8 of the class will quit before this 4 weeks is up.
After training they will put you out on a computer. If you're lucky and get a nice supervisor who doesn't hate their entire existence yet, you'll be greeted and assisted with every step of the way. However, because of reasons I'm about to list, this is few and far between. Once on the phone, you will get about 2 weeks of assistance where they'll sit with you on calls and make sure you know how to work everything. After this 2 weeks you're left to deal by yourself. They do have support lines and chat systems, but they're almost useless. I can't tell you how many times I've reached out for help, only to have some guy I've never even met tell me to figure it out for myself. They will argue with you about the question you're asking. Example, if I say "I need help finding the color blue, but I've never done this before. Can someone help me?" you stand about a 50% chance of getting a response of "It's in <insert the ONLY PROGRAM YOU USE here>" and not helping you in any way, so you sit there on this call while some brat-of-a-customer is yelling at you, no one is helping you, and all you want to do is hang up and go home. About 1/4 of your remaining starting class will quit in the first 2 months.
Asurion basically wrote the book on micro-management. They do it every second of every day. You're constantly monitored. Your daily activity. Your calls. The way you sit at your desk. Everything. They are not a company that believes in individuality. They would much prefer everyone be the same robot that punches the same button and never says anything otherwise. After awhile, this is what you will notice is around you every single day, and it will drive you mad.
There is little to no communications between departments. So, that micro-managing thing, they have a department that listens to your calls and grades them. These grades determine everything from raise amount to whether or not you'll get written up for quality. They are the bane of every employees existence, and they are messed up in every way possible. Policies and procedures change there almost monthly, but they will not let you know about it til they deduct points for not doing this thing that they changed without telling you. And when you ask to have it reversed they tell you it's your fault. No lie, my team once had a meeting with some people from that department (including one of the heads) and I asked why we don't get informed of changes. They said they 'try but changes always happen and they can't send us every change,' to which I responded "well, how hard would it be to send a bi-weekly or monthly email with your scorecard so we can know what it is you look for?" and you should have seen the look on his face. He had honestly never thought about sending an email of a picture. The place is ran by morons.
And, for whatever reason, the customers are spoiled rotten brats. Every single one of them. They will kick and scream and cry in your ear and call you names all. day. long. I can promise you, this will happen to you, as it's what every employee deals with on a day to day basis. You will resent the people you're supposed to be helping. I hate this company, but I hate it's customers just as much.
To summarize, the company is one big hypocritical, micro-managed, unapologetic, underpaid waste of your time. You couldn't pay me enough to return to Asurion. I sincerely hope they go out of business and the department heads and CEO go down with it.
