Foundever reviews

Unrealistic goals applied to all staff, minimal training that focuses on less essential things; "get on the floor" and have to learn MANY things on your own unless you are fortunate enough to have one of the rare amazing coaches or make a friend who has been there awhile to help you get to where you feel like your able to keep your head above water. My campaign was inbound collections for an American large communications company; had the majority of calls being angry or frustrated people who were uphold into plans they cannot afford or do not want and were not fully informed of what they were getting into. Support from the "support team" is near non-existent or when you would eventually get a response (after waiting 5 minutes; yet get scolded for having a customer on hold beyond 2 minutes) it was very sarcastic and demeaning. After a call or interaction with a customer you must log all the notes of the call in detail (they expect you to do this while on the call but you must multitask through several programs for a single call) these notes you must log they again expect you to summarize thoroughly in under 2 minutes yet if you're a competent agent, customers will have you tackle multiple concerns within a single interaction. You must be thorough recording notes and needs but they also expect you to be able to do it in under 2 min of call ending (so they expect you to be able to run multiple programs, listen thoroughly to customer, address all needs and complaints of customer and resolve them, de-escalate irate callers, be able to offer plan changes, billing changes or any and everything the caller wants, write all the details WHILE you're listening, explaining and maneuvering programs.... You must hound "coaches" to get them to teach you what you need to be confident and capable at the job yet by no means does that mean it'll make it a tolerable job at that point even if you are very experienced. Many reps you'll be "working with" do the least possible amount of work they can so will transfer to wrong departments, give you bad or incorrect info, give poor if any support.... and it's a "do as I say, not as I do" job.... busy days you would think at least pass fast but think of taking back-to-back irate calls and time feels like it is moving slower than reality (1 hour feels like 2 or more, busy day or slow.) slow days at least maybe you can read a page or two of a book if you've brought one but expect to be interrupted at the best parts (but you had better bring something to pass the time as not allowed on facebook or any non-work sites or a phone or electronic game platform...) If anyone grows up and says "I want to be a call centre agent" or if a parent or spouse forces someone to work there; tell them they should work there before making anyone else suffer that fate or thinking they want to make that their "career" actually try it first.... and if someone DOES say great things about it; odds are they work there and are trying to get a "referral bonus" by getting others to work there OR are one of the REALLY lucky ones who have a GREAT coach who helps and supports them and treats them like a human being not a faceless drone. Also if you suffer mental health issues or disabilities of any kind; you must fight for your basic human rights for "duty to accommodate"

The standards, levels of professionalism & working culture at this site is a serious eye opener. I spent a minimal amount of time working for this company & both the training and the job itself was terrible. The working culture seemed to be like going back to school, the louder & more loutish members of staff seemed to receive preferential treatment, whereas the quieter and more professional people suffered instances of bullying and were viewed as weirdos. On the first day of training the group were told that if anybody was offended by anything said to them in the training group, then they only needed to shout up and ask everybody to stop. I could not quite believe what I was hearing.... I have never heard of this policy being applied anywhere and as you can imagine it was a recipe for disaster. There were several conflicts & flashpoints where individuals lost their temper after being relentlessly teased & bullied. The trainer had no control over this & even told people to lighten up. As for the job itself, we had to cold call existing insurance customers of Domestic & General to try and sell them further insurance on household appliances. This was relentless, most customers already had everything insured and were irritated but the constant calls. We were told customers were rang every 3 months but this was clearly not the case - many customers complained about being rang multiple times each day and it would be a miracle if you spent your day having made more sales than logged complaints. A really unethical practise & not the sort of job I think anybody would want to do.