Oh gosh. The computers aren't even running legitimate copies of Windows; each one is running a virtual machine with one cloned system on each and it shows. Expect your applications to crash during calls (but don't you dare even infer that your system is giving you trouble, or Quality Assurance based out of the Philippines will ding you for it!) and definitely expect your caller to be rather unhappy that you're taking ten minutes to do a three minute job because your computer, the web apps and everything else is laughable.
You'll be told of cash bonus incentives for doing your job well. Those are apparently for the other sites. And of course Sirius XM, they take care of their people as far as that goes. Here you're lucky if you have all your hours listed. Go one minute over on your allotted break time? For any reason, such as to get a drink of water (since you're TALKING FOR HOURS AND ALL?) Well, good job, now you don't get paid for EITHER BREAK. Thirty minutes minimum will be deducted!
Training was laughably inadequate. You'll think it's pretty good at first, it's two weeks at the base level, but you won't understand what anything means. The aforementioned trainers try, but the training modules don't give you any real idea of what you're doing. Go through class and look at how claims, member benefits and eligibility issues are presented in the system and tell me you have the first clue of what you're looking at. One of the most common things is filling orders for medicaid customers, and training didn't even explain how you'd go about this, just that we'd be doing it.
The completion of one upskill class hinged on a final test, written the night before by some WellCare higher-up who did not cover the material with us and genuinely butchered the test itself. Wrong answers right, right answers wrong, totally made up things presented without previous context.
It's really kind of inspirational. I now know if I had a few phones and a contract from a shady company, I could start my own call center out of a garage, or a large paper bag.
