Customer Service Representative (Former Employee), Kitchener, ON – December 7, 2015
Cons: Predefined script of one fits all.
Rather poor review for small reasons that added to compound issues. - the seating wasn't arranged, it was grab whatever is open. - insufficient operator equipment, and in need of repair. - unrealistic expectations for call times. - they expected 10 min max start to finish - the computers used took >5 min to load each of many pages. - they still expected 100% customer satisfaction - they aren't open to assisting customers with software other than windows. And refer same to load windows, then call back.
- employee is not allowed to use own personal headset. - employee is penalized for attempting to think outside the box for trouble shooting issues to find correct answer. - billing & repair crossover calls not allowed, but every agent dual trained. - one issue per call, in under 10 minutes.