Mandatory overtime and fast-paced calls
Inbound Phone Service Rep (DIRECTV Project) (Former Employee) – Taylorsville, UT – May 26, 2017
We had mandatory overtime due to being understaffed and the high turnover rate, edging up on 10-11 hours a shift and getting worse. AT&T bought Directv which payed Convergys (the company I worked for) to take the calls. AT&T hadn't done much the first year of the purchase, but when I left they were squeezing employees even more--at the cost of both customer service and employee well being. We were no longer able to notate accounts after a call ended, meaning we had to "ready in" to the next call immediately or face a penalty. 80-100 calls a day literally back to back with only 10 minute breaks made the job very stressful. Training took three months, but covered things very poorly with not enough hands on training. This resulted in us being expected to know things from tech support to billing to RV troubleshooting (I was on "Special Projects") from the first day on the phones, and instead just know where everything is in the employee information database (called "Agent Answer Center"). Very difficult to make customers happy with a setup like this, let alone the employees.
Pay differential for swing shift, decent medical available (but very expensive)
Short breaks, difficult phone calls, insufficient training