The script that you are required to read with each call is absolutely terrible. The overall script sounds like they've translated it from Korean to English via Google Translate. There used to be a way to hit all of the important parts of the script smoothly and in your own words, while sounding absolutely professional, which ROI was fine with it. Eventually Samsung came down on that like none other and (to no surprise) numbers dropped because people didn't want to take the survey and again we got criticized for not hitting our numbers. We couldn't though, because the customers become progressively unwilling to take the survey the more wordy it is and the less we (as "Samsung Agents") are/were able to help them.
Because people avoid blocked numbers like the plague, rarely anyone picked up. Of those rareties, when people 'did' pick up, I'd say that 50% of the people would hang up when they found that we were giving a survey. Long story short, ROI blocks their number to prevent getting a call back because we can't help them, but by blocking it -- no one picks up. The people who do pick up aren't interested. Uninterested Samsung Customers = No Comission. No Comission= Scolding from Supervisors.
There are a lot of promised parties and rewards for hitting certain goals. The only parties that happen are the large holidays like Christmas and Halloween. Everything else slides through. Also, the main supervisor likes to throw out ideas of rewards in order to motivate employees who aren't able to hit the goal, but if you do actually hit the goals there is no acknowledgment except on rare occasions and for people who were incredibly lucky over those past few days, showing drastic improvement.
The job is based a lot on luck, regardless of whatever you're told. You can be as persuasive as you want -- if people don't pick up, then you don't get the survey. I once had a day where I made 350 dials and only got 16 surveys. Working an eight hour shift: That averages out to be 2 surveys an hour, four less than required.
No PTO, No Health Insurance, No bonuses, No dental. The only benefits were 13 allowed days off a year, with two weeks advanced notice (understandable), but anything beyond that meant termination. If you missed a monday, or if you were sick for two days, then you were required to bring in a Dr.'s note -- but at a job where there's no health insurance -- a Dr.'s appointment is completely out of pocket.
