Pros: certainly not the management
Cons: bird droppings car bombardment
I was a retention agent for a almost nine months at the Moncton site.
Here's a few key points to consider strongly before applying for Nordia.
All day long you deal with frustrated Bell clients who are so angry they want to cancel their services and go elsewhere. And I don't blame them with so many billing errors, 3 to 4 annual price increases.
Your role is to keep your calm and try to convince, a frustrated client who's been transfered from incompetant departments in the Phillipines. Not only the customer has been on the phone for ever before he reaches your department, and being transfered to a foreign country does not go well with Canadians.
You basically have to manipulate the client and almost brainwash them with lies, calculations to loose the client and make him stay to get robbed even more. It's like selling ice to a Inuit in January.
To top it off, you are being provided with a below standard network with passwords for each and every different tool you have, and they expire not all at the same time. You will get lost in all the different combinations you will use.
You are monitored for stat based performance, and your coach, the one who does nothing but play on his I phone and avoid taking escalated supervisor calls will cash in your hard earned work.
You have to scan your fingerprint has a punch in system and your schedule constantly changes on a daily basis.
Back to back frustrating calls, that will soon haunt your dreams.
I was let go for being home sick even before I had the chance to provide a medical note. And if my coach got a bonus each month was certainly – more... how I lowered the team stats.
They start a new class of ten individuals each month because everyone leaves this toxic environment.
Broken down chairs will take a toll on your back and posture.
Always dealing with negative clients will change your attitude and you will become negative yourself.
The place smells of bio and multicultural spices.
You will work ugly hours because your clients are in Quebec and Ontario so the schedule matches their timezone.
Family diners will become a thing of the past. Kids at home? Forget that they will be in bed by the time your done work. Social life? Forget that, after 8 hours of arguing, explaining, when you finally get home you just want to zone off and talk as little as possible.
So if you want to be a Nordia slave keep this in mind. Bell pays Nordia to manage the callcenters so that they can offer low wages, low benefits, even lower conditions and still try to make a profit and the poor employees who are trying to keep the existing clients, get no credit or appreciation.
You want to have poor working conditions with ridiculous expectations completely out of your control? You want to become a robot and say the same script over and over again, get your car bombarded with bird droppings being so close to the dump? Apply there you know they will hire you. Worst experience of my whole working career. – less