Low wage. ($10 starting)
After 90 days, pay changes to incentive pay. (minimum wage+ attendance and performance bonus)
You are just a number to upper management.
If a customer calls in angry (60% of all customers) and they don't like your answer and fail you on a survey, it impacts your pay and you get a point towards termination.
Xerox and Verizon Wireless policies are unnecessarily strict and mundane.
Their company structure is an inverted pyramid, the bottom (tip of the pyramid) is management, middle is supervisors, and top (base of pyramid) is agents. There are arrows indicating the flow of accountability, flowing down from the agents to supervisors, to management, and then flowing the opposite way is support. The idea is great on paper, except there is no support. Here's an example of what happens every day:
Joe calls in angry about his bill.
You look at his bill and find something strange that shouldn't be there because a commission based salesperson lied to Joe.
you find out Joe was charged $800 because of a Verizon Wireless screw-up.
You cannot credit anything more than $20 without supervisor approval.
Guess what, credits affect your pay.
You raise your hand to get approval to give back the $800 Joe was mistakenly charged.
Sally the supervisor comes over after 20 minutes of talking with her friend.
Customer is angry at this point for being erroneously charged an arm and a leg for a cell phone and that he had to wait for Sally.
Sally says, "Offer him $40." and walks away.
Customer gets infuriated.
Raise hand again.
after 25 more minutes, Sally comes over frustrated you didn't successfully cheat the customer out of a down payment for a car.
"Offer him $60 and tell him that's all we will do."
Customer is verbally tearing you limb from limb.
Workforce, the guys who keep track of your productivity (aka Time Wizards) come over and ask you why you have been on a call for so long and tell you to hurry up.
Sally finally comes back and tells you to give him half.
Joe finally gives in an hour later and takes half.
Joe fails you on your survey. You get yelled at by management.
Your call was above 580 seconds long. You get yelled at by management.
You gave out credits. You get yelled at by management.
Only seven hours left of your shift.
