Poor Training And Worse Management
Pros
Not Applicable, No Pros to Speak Of
Cons
I previously came from a 10-year career with Verizon Wireless before the big-tech layoffs and spent the last 9 months searching for a new job as work from home, after several fall-throughs Beyond reached out to me with the opportunity to work for them remotely and set expectations of a 4-6 week training period. This 6 week expectation were 7 hour days M-F for a total of 10 days in training, 10 days in nesting and then transition to production. The training regimen for this company is abhorrent, the material is outdated, training environments were not utilized appropriately, they wished us to follow strict scripting guidelines but not sound as if we were scripted, and their quality assurance metrics were so unfair that there was no room for improvement despite acknowledging areas of opportunity and trying to work on them in different interactions. There were so many separate contradictions regarding what training expectations were versus the examples provided during agent shadowing, that I repeatedly voiced concerns about what example we were supposed to follow, in addition to this, I advised the IT team of concerns regarding security of systems as everyone was to use the same login information with MFA as the differential. As someone who prided on the security practices lawded by Verizon including changing passwords every 6 months as well as using MFA verification, and CPNI training to protect client data from being exposed, there were many areas of concern for me regarding the training practices and lack of appropriate handling of those trainings within a sandbox/training environment. We were encouraged to use live accounts but told not to touch/change anything in said accounts and even doing sandbox reviews, the system submitted changes despite not approving or submitting those changes, resulting in multiple requests to the IT or Helpdesk teams for assistance. The management felt very stringent and non-flexible when it came to acknowledging a learning environment, during the course of my training I experienced equipment failure that had me out for 2 days (half day when the incident happened, full day for awaiting replacement, half day getting set back up and back into working), which resulted in being forced to participate in 2 weeks of training again citing 'not enough experience during x-time'. How do 2 days of equipment failure equate to two more weeks of training only to be told that even with that training you aren't doing a good enough job to be moved forward with the program?? Their trainers aren't even certified as trainers, they are just long-term employees who were pulled off the phones for having 'good habits' and meant to teach those habits to new recruits, they could not provide adequate information or answers to questions being asked and when asked in meeting chats did not interpret questions correctly, made assumptions regarding what was actually being asked, and provided bad information in return or didn't respond to the question clarification *at all*. This company may work well for clients trying to resolve their debt through a program like this, but they do not at ALL adhere to the expectations set by their recruitment officers that they are open to helping direct and correct mistakes, nor are they unbiased when it comes to people expressing concerns for the practices being observed and I feel I was terminated as retaliation for honestly expressing those concerns regarding a lack of training etiquette and understanding. They did not give second chances, they did not provide direction for areas of opportunity, you were demanded to respond to the observations as seeing said areas of opportunity and correcting the issues on your own. They cited the training requirements and expectations are 'steep', and in my opinion, steep isn't the word I would use to describe it. Incompetent. That is the word I would use to describe the training elicited for working at this company, as content in trainings were not updated, did not work, or were outright wrong despite putting correct information in. Their use of Google forms that are never updated to reflect the training materials being used were discouraging and frustrating because of a lack of coherency. Everything they did for their trainings was through GSuites and were not optimal in the information they provided including trainers pointing out many discrepancies due to policy changes or verbage re-statement. The entire training was very unfair to someone trying to adhere to company policies and their QA practices made it impossible to improve *while training*. 10 days of policy overview and 5 attempted sandbox training to learn navigation on training environments that did not work appropriately, 5 days of live calls while still learning navigation and proper procedure as well as being demanded to follow in-program scripting but 'not sound scripted', and agent shadowing with agents that were not even in the same career path as we are (we were shadowing CARE/Escalations agents rather than other long-term Client Success) and were contradicting the expectations set for us in the training, lack of proper security protocols for work systems and information... it's just not worth it.