First off, lets start with the recruiting process, followed by training and then the actual job itself.
-----Recruiting Process
-Recruiters are dishonest about the schedule you are getting, they get paid based on the amount of people they recruit and will say just about anything.
-They don't tell you this until after the three months of training, but your schedule is based off of how much the trainer likes you. Hence why half of the training class disbands after the paid training.
---Training Process
-The training class is basically going over company policy for two months, and then one month of actual training on the applications.
-During the end of the training process 3/4ths of the class were unable to take a single call due to IT issues, and was not fixed until weeks after we had joined a team. This also leads to many of the training class to drop out.
-This meant that most of the training we did was hands on asking questions for months on end and hoping your supervisor decides to answer. Again, after staying in touch with multiple trainees it was no surprise that quite a few left because their supervisors had yet to respond to most of their questions. I was one of the lucky few that worked with a good team.
-As stated above our schedule is dependent upon how much the trainer "Jason" likes you. I was the third to pick, so weekends off were already not an option, even though I was specifically informed I would be working M-F.
-Most of the training you will receive is reading through the information section while working on the first calls.
-----Working for the team
-Each team consists of about 25-30 agents, two supervisor assistants, and the main supervisor. This works great, until more than two people have a question or need help at the same time, due to the training, everyone always needs help. Calls can get dragged out to 10-20 minutes. Based on policy we are not allowed to put customers or reps on hold for more than two minutes. If your supervisor is busy, and you cant figure it out, you have to guess. Not a great system setup.
-Paychecks are constantly wrong due to the TimeQey app. If you do not manually look over your own time, you will 100% be underpaid for the week.
-The call system (Workhub) and ACSS are a bug filled nightmare, when you transfer customers or reps you will get stuck on call until a system reboot 15-20 minutes (which timeqey logs as non-paid time) at least once a day.
-Technical issues galore, I once received a warning for my call system not receiving any calls for over an hour during my first week of work.
-Iqor has very strict policies in some cases, and very lax policies in other cases. For example; If you disconnect a call you will be terminated without explanation, other than the zero tolerance policy being mentioned.
-I have reached out to higherups many times without any responses, ever. If you have any general question about anything, your supervisor responds if you're lucky.
----Policy
-If you receive a one star on a random survey, you will be terminated.
-If you disconnect from a customer, you will be terminated.
-If you disconnect from a customer that does not speak any English, you are told to keep asking questions until they themselves disconnect.
-The chance of any raise is basically zero unless you qualify for a promotion.
-This job is mostly dead-end.
-----PAY
$16 an hour, 40 hours a week, $1096 after taxes every two weeks, which is $26k a year for a fulltime job... do not waste your time.
