Pros: fun staff, good bonus and benefits, easy job
Cons: heavy sales, not enough pay for work you are expected to do, poor management
I worked at Nordia for about 8 months. They really try to treat their employees well to compensate for the fact that 90% of the people you speak to are absolutely horrible and forget that you're a human. They provide special meal days, fun activities like photo booth days, and different motivational things. Great bonus if you can get it, but it's one of those things were one bad day can ruin your stats for the month, or they take away the bonus as a punishment. The stats you have to achieve are insane. The cancellation department is expected to only cancel 13% of the people who are calling to cancel. If you miss this, you will be subject to disciplinary action. This job has a very heavy sales focus, regardless of it being a cancellation department. You WILL be expected to get sales, you will be disciplined if you do not. They also cap out incentives. One month they expected us to upgrade 1000 accounts and ship them out (gotta lock in that 2 years!) and offered an incentive of $5 per phone you got shipped. Some people went crazy with it, buy the end of 2 weeks we had some agents that had shipped out 300 phones on their own. An email went out pretty quickly saying the incentive was capped out to a maximum of $200 per employee.
The also recently added the ERT (escalations) team to client solutions. Every single loyalty department agent was trained on escalations. We were all told we had to tell customers who were transferred to escalations that we were managers. So basically if you call the loyalty department and ask for a manager because you're not satisfied, that person is – more... already trained on how to deal with you. They will transfer you though so that you don't know, and you will be speaking to a "manager" that may be sitting right beside the person you just talked to. A real manager will almost never speak to a customer because there's no point, we are all trained to do their job. Regardless of the fact we were to call ourselves managers and deal with customers as such, and our work was doubled, we were not given any extra pay for this job. That is the reason I left Nordia.
Management also spends a lot of time just hanging out with eachother in one desk. If you need help, you will likely call 3 different managers and no one will answer. It can be very frustrating because sometimes you just need approval to give a credit (good luck with that, even if the customer should be getting a credit, managers will do everything in their power to make sure you don't give it.) – less