Pros
The pay and benefits were good. They provided the necessary equipment.
Cons
1. Nesting/training was not well done. During my time there, they had to completely revamp how things were handled during nesting. You would not get assistance in the assigned rooms. There would be times you would be on the phone and request assistance but no one answers for over 20 minutes. Despite them having to change the nesting procedure because it was so bad, they had no leniency to those who suffered due to this. 2. Cliques. If you are a remote employee, you will be superficially treated as one of the team but you won’t really be. They have favorites and it shows. I advise everyone to keep your head down. 3. Don’t ask questions. Not about your performance evaluations, not about a procedure, not about anything. If you ask a question they seem to take it as criticism even if you are just trying to get clarification on why something should be done or what you should have done instead. Some things I was literally told when asking about what I should have done was that I needed to move on because a situation was unique and unlikely to ever occur again. This bothered me because, on the off chance it did occur, I wasn’t taught what to do. I was also told that one of the reasons I got a low score on a personality based thing on scorecard is that I wasted their time asking them questions. As I new employee, you would think a person wanting to make sure they knew how to do things right would be important but no. 4. They preach about accountability but do not follow it themselves. 5. During evaluations they stated they were there for us to talk to them but, in my experience and in the words of some coworkers, they went into your evaluations with their minds made up. They would hear but not listen. 6. They don’t explain how some things are scored on the scorecard. Until my final week or so, neither me nor my fellow coworkers were told how the qualitative score was calculated. Turned out it was about how they felt you fit in with the company and how well they perceived you knew the programs. I’m honestly still not sure how they can reasonably come up with this when they are bias and when it is a remote employee who they don’t really interact with. Also, I have no clue how they decide how well you know the program especially since you are still in training. 7. Don’t bother standing up for yourself. I’m very open about when I make a mistake. Everyone makes mistakes and my thought process is that it’s better to admit to it and learn how to avoid repeating it. Lies will always be revealed so why bother. I admittedly did have some issues meeting the ticket quota but, towards the end, I stopped feeling comfortable asking the trainers at the time anything. I was put on a final warning after they stated that I hung up on someone despite me not doing that. I’m the warning, they state that I would not accept responsibility for my actions (of supposedly hanging up on someone). I have over 5 years of call center experience and did other jobs in the customer service field for many years and have never hung up on a customer yet on this one easy to deal with customer that I just needed to get to a different analyst, I supposedly did this. It’s a matter of integrity with me for them to say I was a liar. I understood their position in a way because supposedly the system showed the call was disconnected on my side but I know I did not do that especially not on purpose. Most concerning was that the person in charge of the training program literally said that software doesn’t make mistakes. This is still to me one of the silliest comments I have ever heard. Glitches happen. Yes, I’m still salty. 8. They don’t care about you. The same week of the final warning, I got another call that disconnected suddenly just like the one from the warning. I freaked. It was 30 minutes until the end of my shift and a Friday. I turned to my trainer and asked her to look over this because I was so anxious that I was going to be fired. She refused. I begged her and she said she would do it Monday. I explained that this would cause me severe anxiety and she said just typed “no”. This caused me to have an anxiety attack during the weekend that led to me needing to be hospitalized. I got out in time for Monday but I ended up having to go back that day due to, again, their unwillingness to help. I won’t lie, when I got fired I just felt overwhelming relief. I’m broke and without insurance but it was so unbelievably toxic. I’m still friends with past supervisors from other jobs so I consulted with them over this. They were surprised at everything because they know my work ethic and that, although I’m blunt, I’m generally just a curious person who helps others and sometimes goes a little to far in trying to help. I do plan to do some write ups on this whole situation to post online and I’ve been asked to do something discussing how mental health concerns were addressed at Bullhorn and what could other companies do.
