As you can tell from the some other reviews, there was a particular client that I think Transcom was experimenting with agents employing what's called "Robotic desktop automation" meaning you are basically acting as a live, interactive bot with pre-selected responses and a strict set of information articles. They had to be read verbatim every time and there were to be no mistakes. If the customer would ask a question outside of scope you were told to "ignore the customer" and read the script with no deviation The desired result was a streamlined, automated process but with the benefit of it being processed by a real human. I felt like i was in a sci fi movie where all the real people had been turned into the BORG. They blamed all this on the "desires of the client" but that just couldn't possibly be true. The customers were freaked out by it. They knew they were talking to real humans but we were acting like virtual AI agents so obviously, it didn't work for anyone. I even spoke to the top head of the entire Work at Home Division about the problem I was having and wanted him to know about this very odd situation that was going on, but he immediately pegged me as a "problem employee." Out of total frustration and probably close to a psychic break, I just started typing "I am not a robot" every time i was expected to type something and when I said I needed a break and change in schedule due to mental health issues, which they are legally required to provide, they dutifully complied and in the first hour back from a 2 day break, I was fired for writing "i am not a robot" on 3 internal customer interaction forms. It was pretty cold and calculating. Even got several calls from the head of HR to "make sure i was doing ok" so they could be sure they were not violating and federal workplace disability laws. By law if you are experiencing any one of the workplace disabilities listed, the company must be willing to agree to a special accommodation in order for you to be able to work. Unfortunately, the law allows no accommodation for the company so for instance if you are having mental health issues and need to go to part time the company has to accommodate that even though the job and job description is strictly for full time employees only. Companies just work around that by providing for the accommodation but then because of "at will" laws which says companies can fire you for "any reason or no reason at all," they make the accommodation and once implemented they just fire you which is what happened to me. I think they chose this client for this experimental process because their contract was coming to an end. Transcom is no longer with this client so I do not think they are doing this any longer. Great people at the helm. I had some truly talented managers, but all of us were working under expectations that were simply not possible to complete successfully.
