TD
TD Bank
Happiness score is 56 out of 100
3.8 out of 5 stars.
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TD Employee Reviews for Call Center Representative

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Job Title
Call Center Representative26 reviews
Location
Canada26 reviews

Ratings by category

3.6Work-life balance

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Found 26 reviews matching the searchSee all 8,341 reviews
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Good Culture and Good Training

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The most useful review selected by Indeed
-Good company culture and vision -High expectations but lots of support and coaching along the way-Average pay, could be a little better. -Work from home-Good benefits -lots of opportunities all over Canada
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Stressful and judgemental company to work for

They claim to be flexible and inclusive but make you jump through hoops to have everything any accommodations approved. Very judgmental management…..
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Insights into TD

Based on 323 survey responses
What people like
  • Feeling of personal appreciation
Areas for improvement
  • Overall satisfaction
  • General feeling of work happiness
  • Energizing work tasks

Unrealistic metrics to meet

They expect you to meet unrealistic metrics like having an average call time of 400 seconds and under, while delivering “legendary” customer service. How are you supposed to do all that in under 400 seconds when sometimes a procedure might take 10min? 15 min? Or if a customer has multiple requests that are complex? Or when it take 400+ seconds to get in touch with a supervisor on a good day? 10+min on a busy day? When you rush a call to try and meet that metric, you are given a coaching for not apending enough time with a customer. When you soend the actual required time to help a customer, you are berated for spending too long on that call. This place is a breeding ground for mental illness. If you dont have a choice and need a job by all means take it, but get out asap as this well destroy your mental health

Pros

Insurance, wfh

Cons

Everything else about the job duties and metrics. Management is t supportive
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bad culture and lack of support

totally work from home but don't have any technical support when having technical problemsBad working culture that you can't even take a break when working and they will count you time even you have stomachache and asked you why you have been so longNo work life balance

Pros

Fair pay

Cons

Bad working culture
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Toxic, Stressful, Competitive Workplace. Worst job.

As a TD CSR for call center, the job is very stressful, requires a lot of energy and time just to understand how to even use the outdated systems. You would have to be coder or an expert with technology to use the systems they implement. During training, the customers don't have the patience or just don't understand why you would take so long just to do simple tasks like change their address. TD requires that you check everything first on the customer's account which takes about 10 minutes but then the managers expect you to take maximum 5 minutes on the call. It could take even longer if the systems don't work which is usually about half the time. The coaches say they're here to help you and that they appreciate you but they are really there to criticize you for every second of your call. The managers are always pushing for overtime because they don't want to hire more people to reduce the workload. The training went by too fast and made the group feel uncomfortable and unprepared when taking calls. When you explain to the managers your concerns, you are basically ignored. This goes for all concerns,system too slow, how to do certain tasks, customer complaints(be warned managers will not answer complaints). What's really stressful is how they are reviewing every second of the call and that all they care about are your call statistics. If you have any unscheduled break, like even a minute, they put it on your record and it will show up on your report. They're basically timing you on everything which is why I would NOT recommend TD Bank.
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Productive abd fun workplace

Very supportive team, good place to start and you gotta learn and grow alot One should definitely join td for a good start to their career. Very positive environment to work with.

Pros

Work from home, pay

Cons

Very fast paced
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Competitive and energetic

Onboarding and training is sufficient. Young and energetic work environment. Need to stay focus on what you deliver to the customer. TM is good and encouraging. Good career prospects. A lot of opportunities for career advancement.
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Expect too much

Expect too much from employees and turnover is high. They always pressure you to make sales and if you don’t meet the target then they will show you the door
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A good place to start in banking area

Working at contact centre is stressful but good pay and benefits. High potential to move up in the future if you proof your hard working attitude and have good connections with managers.
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fast paced

fast paced environment, lots of calls, very supportive management, always looking to help you improve and move up the ladder. excellent training, would recommend.
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Fast paced stressful environment

A lot to learn in the role and different opportunities to advance in the company. Calls are back to back with long queues and can be stressful especially when customers have been on hold for long.
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Overworked

I have worked in two different areas within the company. In both roles, employees are overworked like no tomorrow. Deadlines are always so tight, overtime was always needed to complete tasks, and nobody really seemed happy in their role. My other role at the call centre was even worse. It is back-to-back phone calls which is extremely overwhelming and absolutely draining by the end of the day. Managers act like they support you, but really, they only care about you meeting your daily "stats".

Cons

Always busy & everything feels seniority based
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Working in a call centre can be stressful. There are sales targets and up-selling the customer if they wanted the offers.

The interview was easier than I thought for the call centre position, but being on the phones isn't for everyone. There are a lot of procedures to learn, as well as be comfortable to sell and to take criticism especially from customers who will take out their frustrations towards you at times.Managers want to help you, but as I said this kind of job isn't for everyone. The customer is always right thinking is very prevalent here, in that you need to be thick skinned to deal with some of the customer's and you almost have to be perfect it seems when a manager assesses your performance.It's a good experience in general, but not that great. I am still thankful for the chance to have worked at TD.
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If you like corporate go for it

If you are comfortable with working at a corporate office then go for it. You'll be amongst people of all walks of life some interesting characters and you'll have a manager/ team members. They will give you nice little trinkets or things they think will suffice or be great for morale and continue on with life.

Pros

some people you work with, "funny" characters as customer

Cons

No real good work life balance, constant change of schedule
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Demanding

Good Training, good and supportive colleagues, stressful and consistent changing KPIs. Summarily, it is a good place to work and also depending on the job type and level,
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The very best

I have many years of experience working in a call centre environment. TD is the best by far. Excellent training process. Excellent management and employees. Excellent atmosphere. Excellent facilities. Excellent compensation for work performed. Excellent benefits. Top notch in the Contact Industry.

Pros

Name it. It's a pro.

Cons

Nothing
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Excellent

Excellent area to grow and get to know more about other people. Be ready to sacrifice your weekends as well. It’s diversity is what I really liked it’s international!
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Productive work environment with diverse roles and culture

Typical day as a Call Center Representative looks like taking 50-60 calls on a daily basis, helping customers about their credit cards and finances and helping them making informed decisions.
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fast paced environment

great environment to work but you have to bring your A game all the time because your performance is tied to so many standards such as cross selling and ability to meet customers reason for call.
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Productive and fun place to work.

Busy phone channel. Good diversity and Inclusion. Great working environment. Good Management. Good support form pairs.
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Productive and fun place to work

Excellent working culture. Room for growth and personal development with the correct attitude and culture. highly recommend it for career growth. an all inclusive culture to boast of
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Overall rating

Based on 8,341 reviews

Ratings by category

3.6 out of 5 stars for Work/Life Balance
3.6 out of 5 stars for Salary/Benefits
3.5 out of 5 stars for Job security/advancement
3.4 out of 5 stars for Management
3.7 out of 5 stars for Culture

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