Consumer Cellular reviews

Consumer Cellular wants every representative to bend over backwards for the customer, but Consumer Cellular does not bend a little for their employees. CONSUMER CELLULAR LACKS EMPATHY/COMPASSION/UNDERSTANDING and is NOT TRANSPARENT about the true employee experience. The VOC (“Voice Of the Customer”) survey is UNFAIR to EVERY REPRESENTATIVE.. You WILL lose your job for 3 survey months of customers not liking you or the person before you or after you. Even better, the customer does not like Consumer Cellular. Yes, cancelled customers receive surveys. Customers complaining about the call quality, wait times, Target representatives, CC Go app, and that awful DORO 7050...just to name a few. This includes customers that were not customers, but just asked questions, potential customers. Yes, they can receive a survey and you will have to deal with it. The survey requires a 7.75 as the lowest acceptable score (based on your paygrade). That is fair. Correct? NO. The grading scale is 0, 1, 3, 7, 10, but customers do not know that. If a customer answers the service was good that is a 7, so a customer may give you all 7’s. OOPS, you failed that VOC. That is okay, bc you can get 10’s. Correct? Yes, but if you received only 10 surveys then your odds are harder to improve the score. The survey is sent via email and a lot of Consumer Cellular customers do not know what an email is. Let alone, how to use an email. So, what is wrong with giving a survey at the end of the call? Or let representatives ask the customer if they received a GREAT customer service as well as let the customer know a survey may be received and to remember this experience. NOPE. You cannot mention a survey or the possibility of the survey or you will FAIL that call monitor (you can only fail 2/month). Also, you will be amazed how many customers will give the representative all 0’s but answer with a 10 for recommending Consumer Cellular. What is wrong with that survey? If that representative provided such an awful customer service experience, why would you recommend Consumer Cellular? Ask yourself, this question. You go to a restaurant and the service is bad, the chef did not know how to cook your food, the bathroom was filthy so you asked for a refund and the manager says, no. Will you give that restaurant a recommendation? Better, let’s throw that survey out. Impossible, every survey is yours and no accomodations are made to overcome skewed/unreasonable survey scores. The worst of it all, representatives are told they just aren’t good enough bc there are other representatives getting high VOC scores. That is comparing apples to oranges. Remember earlier the 10 VOC scores that were below 7.75. The average representative that receives high VOC scores consistently works a ton of overtime so they can cover up the low scores and meet their minimum requirement for VOC (based on their paygrade). Everyone cannot work overtime and eventually, it does burn you out. Due to the stress of the VOC, the customers yelling at you and being at CONSUMER CELLULAR from sunrise to sunset. Eventually, overtime is a burden vs an asset. If you need time off and you do not have PTO, regardless of the reason, you WILL incur an occurrence. You are allowed 3 w/n a 90 day period, which may seem reasonable at first glance. However, life events are not taken into consideration. Let’s say you had 2.5 occurrences in 90 days due to leaving work early for a sick child, an accident on the way to work that caused a 2 hour delay and you went outside to start your car, but it was stolen. Documentation WILL not save you from receiving an occurrence, unless you have STO. Unfortunately, you receive very little STO and PTO for the 1st year. Telling the truth does not save your occurrence, but you are expected to use STO only for sickness. So, if you say you were sick and you were not you can receive an occurrence. That is harder to prove, but if you tell your supervisor/co-worker that you weren’t sick--you will get an occurrence. If you have perfect attendance and unforeseen events take place, you will receive an occurrence and FIRED if you receive more than 3 w/n a 90 day period. So, what you have perfect attendance, meet and exceed all metrics and you are on the ELITE team...BYE BYE--FIRED. Occurrences carry MAJOR weight, but you must also keep track of the days. The days and occurrences are still counted against you for 12 months. Life must stay on pause and NOTHING can take place that requires a day off or you will be FIRED. Lastly, keep track of your STO and PTO. If for any reason, a mistake was made in calculating your time...TOO BAD. YOU ARE FIRED. There is no communication to the representatives about advancing. They must rely on their supervisor to relay that information. So, if your supervisor is not diligent or does not care then you will not know you were promoted. So, keep track of your metrics and understand how promotions from CAA1 - CAA3 are awarded. Be careful, that VOC increases with each promotion, so don’t chase the promotion. Unless, you are ready for the dreaded increase of the VOC. Representatives have lost their jobs for failing the VOC shortly after making promotion. Yes, if you fail VOC 4 times in a 12 month period -- YOU ARE FIRED. Regardless of improvement and making promotion. Earlier, I mentioned 3 months, but that is in a row. So, if you failed in Jan, Mar, July and December--BYE BYE you are fired. It does not matter that the customer did not understand the questions, you did not speak to that customer (call back that did not answer) or the customer clearly states you did a great job, but they are disappointed in Consumer Cellular. YOU ARE FIRED. Upper management is a click and once you make Sr. Sup or higher...YOU ARE GOLDEN. So, if you hang in there and you make it through the obstacles, you TOO can be GOLDEN. As long as you have the time, patience, and wherewithal to overlook hypocrisy, lack of clarity, scheduled life events, and watching your co-workers get FIRED consistently then you should apply to Consumer Cellular, but heed my last word of advise... KEEP YOUR RESUME UPDATED AND DON’T STOP LOOKING FOR NEW OPPORTUNITIES.

Favoritism is definitely a huge part of the atmosphere here. Job security is minimal at best. There are a lot of people who make this job great, and there are some who make it unbearable to be there. not every building is run the same and it gives a feeling of unfairness. Supervisors and representatives don't last long. there is a huge revolving door issue here which is based solely on management. when I first started I was very happy to be there, but the job felt like prison after a time.