Transcom WorldWide reviews

I ignored the bad reviews people were giving because I was in need of a job quick and this was the first one I could find. Now I'm stuck, fighting to get out. There is so much information shoved into your brain during training, and everything contradicts itself. I was told that something was optional during training, and then in nesting it was "required". They watch your every move on the back end. You get about 8 seconds in between calls, and heaven forbid you stop to take a restroom break. If you have a 10 hour shift, you get a 30 minute lunch. They let you know when someone is "Very Dissatisfied" with you while your still training and new.. talk about a confidence killer. They try to act like they don't expect a lot from you right away and then turn around and give you a LIST of things you will get docked for immediately. If a call runs over your clock out time for the day, then your out of luck. Which calls run over a lot. If you're scheduled until 8 and a call comes through at 7:59, well then you can guarantee you're gonna be sitting there for potentially an extra hour, and it WILL HAPPEN. They must know what you're doing at all times, they watch your screen even when you don't know it. You have to take accurate and thorough notes, but you can't make them too long, but you have to follow a certain template, but they want you to "be yourself", but no abbreviations or misspellings or your other peers can get you in trouble. They say you have constant support but any time you ask for help from someone, you just get attitude and an article to read while your on the phone with a customer. And anyone, whether it be a customer or your peers, can dock you for ANYTHING. Your success is in the hands of other people, who quite frankly get irritated when you don't know what you're doing, and trust me you won't know at first. It's a mess and the list goes on. I don't know how anyone does it. Please think twice before applying here. It definitely takes a certain type of person. Absolutely terrible

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.