I was threatened to be fired because I missed two days during training while I was puking my guts out. Management wanted me to sign a final warning, which under their written guidelines, you are allowed up to five absences before you receive a written warning. Management was unable to provide any documentation stating otherwise, and HR never bothered to respond. So management might make up rules off the top of their head to get what they want.
Training started off okay, but it became clear soon in that the trainer is only training off of what they are told to, and doesn't have much room or time to do anything else. Even after explaining exactly what I'm having issues with every day for a week, and explaining to every manager that I'm not ready to take calls. They force you to take calls regardless of how well you understand what you're doing, and customers are expecting instant results. They couldn't even tell me what issues customers will call in about.
The entire pay card industry is a confusing mess to begin with, and Xplor is only making things more muddied by acquiring dozens of other businesses and forcing them on to their support reps. There were at least five systems I was introduced to in training that all pull up similar transactions and reports, and they don't do a very good job of explaining the differences between them (NMH pulls up transactions and batches, TSYS system pulls up transactions and batches. What's the difference? I don't know, nobody could tell me!)
Eventually management left me high and dry for multiple meetings that they scheduled to discuss the issues, leaving me unable to do and get paid for the job I was hired to do. I'm barely paying rent this month because of this. When we finally met, they scheduled three more meetings to discuss further, and finally after a week of not working, they try to force me back on the phones without addressing any of my issues.
You are nothing but a warm body to upper management. The lower managers at least tried to negotiate with upper, but don't expect them to go full send for you. HR doesn't seem to care about you either (even though I'm sure I'll get a nice response from Stefan Welack assuring me they care! How easy it must be to say that when you're looking at glassdoor all day, divorced from the actual realities and work of a call center). Every negative review I've read has said the same thing: training sucks, management doesn't care, and roster is a revolving door.
One last thing: there is a TON of alcohol at the St. Louis office. There are fridges full of beer and liquor, server room with dedicated liquor cabinets for the network guys, and most of the staff work from home, you KNOW barely any of them are 100% sober. I'm not opposed to having fun both on and off the clock, but it's no wonder things are so dysfunctional when most the staff is getting litty on the clock.
I've done my time in call centers and MSPs, this is not how they are supposed to work. Clearent/Xplor, do better. I hope things go better for you in the future.
