Alberta One Call
3.8 out of 5 stars.
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Alberta One Call Management reviews

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4.6Work-life balance
4.0Management

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Challenging but uplifting

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Great challenge for those who are task-oriented and personable. Need to pay close attention to detail while also being efficient. Need to be able to adapt to new situations. Each day is drastically different from the next: sometimes you wait for half an hour for someone to call, while other days there are a hundred people waiting to get through. You need to be able to calm down angry/frustrated callers, and to drive conversation with callers who like to chat. Problem-solving and collaboration is often necessary. Must be able to follow protocol. The management team is varied and they take great pains to ensure each associate is under a manager with complementing communication styles. Alberta One Call is a nonprofit organization that is concerned with health and safety. They host team-building events and attempt to develop community in the workplace. To be a part of such an environment can be quite uplifting. The hardest part of the job on a daily basis is getting through calls in a timely manner, particularly with irate or bored customers. Harder still, yet not as common, is dealing with the emotional turmoil after a particularly mean caller. The most enjoyable part of the job is hearing the gratitude and elation in a caller's voice when you help them through the (sometimes confusing) process.
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Stressful and Micromanaging.

While the people are the best reason to work here, there is no sense of belonging, while giving some credit to the team leads to trying to include people. You are forced to deal with some pretty cringe memes as they try to stay "hip" with the crowd. While the memes are not necessarily a con, it's more the lack of real community that is within the company. Nobody really knows, or cares who you are at the end of the day. You are just a number, and if you don't give them the numbers they want - you get ignored and socially distanced from.On top of the strong levels of favoritism. Had people in my same training group when I started get offered positions on the chat/support/pager teams. I accept that sure they could be more qualified than I for these positions, the problem lies in there was no offer, suggestion or notion that a person could advance or even train in other regions of the company. Unless you are favored by someone, chances appear to be fairly low. If they base this on your reviews or call qualities this is never stated either.Fair opportunities or at least goals to allow fair training should be available to members to give fair training possibilities to all DPA's. Never knowing if you could or would have the chance to advance is discouraging.Call monitoring and "quality scoring" is strict and stressful. Any time after the required call time you loose points starting at 10 being docked 1 point every 15 seconds. So when it comes to customers who have questions, complaints, concerns, unable to give you enough information to finalize the request, multiple tickets - 

Pros

The people are by far the best reason to work here, IF you get to see or talk to them, The hours are decent and generally rotation of hours are fair, Pay is good for what you have to deal with, Working from home.

Cons

High standards for call times under what they consider to be "Quality", Regular call monitoring, Unnecessary micromanagement, No sense of belonging, No additional job opportunities unless you are a favorite, Grumpy Customers
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Very "Inner Circle"

Answering calls and mapping. Learned how to map. Management is a big clique. Culture is restrictive. Hardest part of the job was taking calls, the most enjoyable part was working in Member Services
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Overall rating

3.8

Based on 8 reviews
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4.6Work/Life Balance
4.3Salary/Benefits
2.9Job security/advancement
4.0Management
4.3Culture

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