The minute you start training you get to see the first problem here. The trainers are fools who do not know what is actually happening out on the floor. They are more interested in wasting your time going on and on about how they have done every job there, playing favorites, leaving the room constantly, not answering direct question, and having you spend hours a day on typing tests rather than go in depth on the material. Additionally Concentrix seems to have no interest whatsoever in maintaining the A/C in the building. The whole time I worked there it never funtioned well. There was a week where it was over 90 degrees in there. Even after it was supposedly fixed it would still be 80 or above regularly. You make it through the 3 weeks of complete misery and graduate the training. You are told when you go out on the floor that you will have no less than 3 people in the immediate area ready to help with your questions. The first day 3 turned in to one. By the end of the week there were literally hours with no floor support, which lead to having customers waiting ridiculous amounts of time. Then there is the matter of natural human functions. You could in theory go when you needed to but if you were not on your break it counted as unscheduled breaks and could affect your pay, your ability to move up, and if it was more than 10 - 15 minutes a week you got chewed out for it. Now let's move on to the matter of the insane song and dance they wish for you to have with the customer. They had numerous half-scripted key points that had to be in every call, whether it was relevant or not, and if you didn't do these things and it was on a reviewed call you were dinged for it. I know it sounds like no big deal but when you start out these reviews are supposed to be daily and if you don't score high enough of an average over time it affects your ability to move up or get a raise. It is a double edged sword though because you want these reviews so you can move up. There is a minimum number of reviews before they will let you mover forward. In my case after two weeks I only had 2 reviews and everyone else had 8 - 10. I had to keep on them about it. Then all I got in return was "I am sorry you fell through the cracks because we forget to assign you to someone". Then we I did start getting my reviews they kept trying to falsely mark points off. I had to constantly correct them. Remember that favoritism that was in training that also rings true on the floor. If you are part of the "in" with your floor management you move forward much more quickly, you are given more slack on policy, and are generally treated in a more favorable manner. Now on to the matter of the aftercall work. You had make darn sure that you spent as much time as you can having the customer on hold to do as much of the aftercall work as you can. After 3 weeks they want you below 5 minutes, which sounds reasonable but you may have to send as many as 3 emails in that time ,with each one having to have loads of information typed in in a specific way, and if you are on aftercall longer than 5 minutes you hear it echo out over the floor on the radios. Then it is at the point the people that are supposed to be there to help you and have been nowhere to be seen are all over you telling you to hurry up. Another thing with aftercall is that sometimes, especially early on, you need assistance from someone to do everything properly and there were times I had to be on aftercall over 45 minutes waiting for someone to come and help. Did I mention that this metric also affects your ability to move up?
In closing Concentrix clearly takes advantage of people who feel they cannot do better. They spend an awful lot of time convincing you that you are bettering yourself and just so that they can keep people who will tolerate these conditions.
