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We are sorry to hear that your experience with our team was less than satisfactory. We understand that when an employee is separated from employment they are often quite upset. We certainly welcome the feedback, but want to ensure that the feedback is objective and honest. In this case, there was no known issue in which an employee did not receive pay because of their name being spelled wrong. Our team works diligently to ensure that the account set up for individual's to receive timely pay is in place. In fact, we use a self-service portal for new hires to enter their personal information and set up direct deposit. In the event an error occurs, this often is a result of the new hire entering information incorrectly and not double checking prior to payroll. Our payroll team sends confirmation prior to the first check to give individuals time to double check that everything is accurate. With these safeguards in place payroll issues are rare, and in this case non-existent. If there is ever a payroll issue, HR is alerted immediately. There were no alerts of payroll errors within the last 30 days.
Secondly, we provide an intense training, which is discussed during the hiring process. We stress during that time that there will be group training and individual practice, and that employees must make adequate progress to start taking live calls. Our team believes that hiring is an investment, and ultimately want everyone to do well. If the training team feels that instead of separating someone from employment they would rather try to give them more practice, we support that as we want our employees to remain gainfully employed. In this case, you were provided with this extra time. However, after being given the extra time and the training team confirming that you were ready to proceed, we noticed immediately issues with working your schedule, communicating with management and following the call process that was instituted in training. Management immediately contacted you as the employee, but received subsequent communication in which we were accused of not responding to messages. When pressed to send us the communication we failed to respond to, we were alerted by the employee that it was a mistake and the messages were never sent. As we began to evaluate the quality of the calls, we determined that calls were violating the quality standard of the company and putting the contract at risk. These behaviors put at risk hundreds of jobs, and were errors that our team worked diligently to correct prior to live start. Let me stress we never make a decision to separate someone from employment lightly, but in this case we had no other choice. We cannot support, unfortunately, known quality issues, attendance issues and improper communication with management from team members who have worked with us less than thirty days. We want to ensure that this position is available for the hundreds of applicants who want to work from home, value an honest employer and will grow with our company. At the foundation of this is honesty and integrity. Though the decision was a hard one, it is one that we believe we had to make to protect the integrity of the company and apologize for any inconvenience it caused you as a former employee.
Finally, in an effort to be transparent, we must also cite that this review is not completely honest, which highlights the integrity issues we previously discussed. Please note, we do not and have never hired representatives in the state of California. As a company, we hire individuals that reside in Illinois, Indiana, Florida, Georgia, Texas, Tennessee or Louisiana. We understand that you may be angry, but we point out in all fairness that the inconsistencies in this review may indicate that emotions were high when writing this and therefore are not an accurate reflection of the company. We welcome a conversation with you to discuss any issues further.
