WAH (work at home).
I had 2 phone interviews, they're easygoing and inspire you to work with them.
Training started - things got a bit dodgy
I have never had such of a poor training than with Concentrix. There were 10 days and most of this time was spent with technical issues, lack of equipment, being presented to the 9 different sign-ins you must do everyday, dragging answers from the trainees as it was a constant "Yes, but no, but yes, but no". On the 10th day you already want to quit but you insist hoping maybe they're not thaaaat bad. On the 11th day you're thrown to the calls. Then you realise during training they didn't teach you what matters, including call practices, solving issues, managing to work with all the system, spotting what the client's query is and so it goes.
When people started to quit on the 11th and 12th day, then you could see some movement and concern, so they made a Zoom meeting with 5 managers/ team lead in order to try to keep whoever stayed. It was decided that it'd be better to have these meetings everyday in the morning and before the end of shift for another week. We had no team lead for more than 3 weeks.
Dealing with them must always be in a tragic way, otherwise they don't listen nor do anything, forgetting how poorly managed they are and how poorly assisted AND motivated their employees are.
Besides the client (eBay), working hours, work days, department, market (country to support) and support team were changed out of the bl
ProsWork from home, coaching 1 to 1 once a week
ConsLogging everyday to 9 different sign-ins, troubleshooting issues EVERY DAY ALL THE TIME, salary, shifts change, 7 days in a row work, in order to see your roster and to clock in you must download to your phone 2 different apps, management, no motivation nor concern of your mental health AT ALL
Concentrix is not a good place to work by any means.
The training was basically just a weeks worth of taking the mickey.
A typical day consists of coming into the building and logging into your systems.
Then you take calls and fix issues with customers broadband and phone service etc.
You also have to listen to people tell you, that you are the reason life is going so poorly for them at the moment because their phone is broken or your the reason their parents died because they have no Wi-Fi
(Wi-Fi must have kept the life support running)
The management are sub par to say the least, they spend 96% of their day chatting with each other an gossiping about other staff members and the other 4% is spent on lunch and smoke breaks.
As a new staff member you are basically left in the deep end without a paddle and you just have to pray you are beside someone who actually cares enough to help you.
It was always called "Rinse and Repeat" during my time there as the turnover of staff was/is an absolute joke.
As a Team Leader myself I tried to break the mold and actually do my job and assist new hires but unfortunately I am but one person within a sea of useless management and ultimately decided to leave as I wasn't being paid to the level I should be or any of the staff to be honest.
Starting wage as an Agent is 20,500per annum which is a joke and as a team leader I was barely scraping 22k per annum.
If you like hard work, dogs abuse and no assistance from the people
I wouldn’t reccomend Concentrix to my worst enemy!
I have been working for Concentrix for almost a year now, and it has personally been the worst year of my life. Management in this company is appalling, my manager was abusive and cruel and spoke to me with contempt like he was better than everyone else. When you want time off for a holiday? Best of luck! I had to work from 9:30am- 8:00pm on Christmas Day!! Your manager won’t even bother try and put holiday requests through for you but your gaurenteed managers will have they’re holidays off. The place is old and run down and cold. You get 1 half an hour lunch break and 2 15 minute breaks, that is what I had on my 10 hour shift. The vending machines are old and everything is overpriced. You can barely live on they’re terrible salary and advisors joke in work about how we are the worst paid call centre in Dublin!! Don’t forget all the HORRIBLE customers you have to deal with everyday from BT and if you need help in there, best of luck finding a manager or mentor who will help because they’re all lazy pricks. When I spoke to my manager about my mental Health issues nothing was done and in the end that’s why I left this job. My manager was a mean man that left the company and ended up coming back because they didn’t want him in Concentrix in Santry ( Al’s toy barn eh)?
STAY AWAY FROM CONCENTRIX IT IS A POISONOUS COMPANY!!!
ProsCanteen around the corner
ConsLong hours, terrible pay, short lunch breaks, no sick pay, no holiday time off.
Relaxed upon occasion but with an emphasis on efficiency.
I would generally get in before my shift and login to my phone and computer. I set myself up with all the programmes and websites I will need for the day. I then put myself online, ready to take calls.
I then begin going through my case load of previous customers to ensure all my customers are looked after. Ensuring I code my cases correctly so they return to the top of my queue everyday is vital for case management.
Time management, project management, internal escalation processes, honing interpersonal skills and understanding what is necessary in the day-to-day running of a professional workplace are part of the knowledge I have acquired from working at Convergys.
I have never had any issue with any co-workers and continue to get on very well with them. The same can be said for any previous workplaces.
The hardest part of my job is dealing with irate customers who need to listened to and appeased. It is never easy dealing with a customer who is refusing to listen to what you have to say, but with patience and understanding, a favourable resolution is worked out.
The best part of my job can also be the customers, as some are a delight to help and to talk to. Finding out how I can help them and put their mind's at ease is a very satisfying part of the job.
ProsA Surface Pro Tablet to use in work to support the product.
ConsExcessively busy periods around the holiday season.
Only effective skill learned is how to deal with people
Terrible stat system in which a non BT Customer can call in, you're unable to help with their issue as they haven't a BT product can still rate you 0 even if you've helped to best of ability which affects your bonus. Worked there 3 months and never had a schedual. was told on multiple occasions when asked that my TL had to send off for a new password to get me access to it as they sent an incorrect password originally. Apparently she had emailed multiple times for it, but when I joined my new team after training the new TL informed me it's a quick process and she never sent off for it in the process. Negatively effected me as I joined the new team on friday, and wasn't informed that I'd have a new schedual causing me to work Saturday when I had the weekend off. Not knowing this as neither TL informed me or got me access to my schedual in the 3 months I worked there. People quit every few days, TL's dont seem to care too much about those below.
ConsWork schedual changes drastically each week, canteen located 10 mins from workplace with 2 15 min breaks and 1 30 min break, makes it useless. Vending machines available but no atm.
First of all, do not get yourself fooled by the working hours or benefits they offer, as soon as you start working, they will tell you there are no benefits and the working hours will be constantly changing. The money is definitely not worth the stress and you will find yourself having no life at all. There is no such thing and work/life balance there, its just work.
The management is really bad, they take on all these unexperienced people to run it, mostly women so it’s like a hen house there. Very unprofessional.
The food is really bad and the same everyday. The HR has a loooong way from being human or any resources whatsoever, plus they are only there to call the banks to come represent their expensive accounts. This is a typical call centre, oh sorry factory I meant, where you will be just a number and not a human being. I have seen people being given out for going to the toilet or grabing a coffee, it is that bad. If you want to gain experience, maybe this is the place, but if you are an extrovert that loves life- this place is definitely not for you.
Still working here, the job is great for learning what call centres and IT support are about if you are a novice.
While good people work in this company, the recruiting process is less than admirable. A conveyor belt of people have come and gone in my 9 months in this position.
This is down to both a flawed training system and an oversight on who is being hired for the role. A better judgement in talent acquisition could make life a lot easier in this role.
The company works like a communist nation, those who work hard and excel are not given an opportunity to advance or make more money, as well as that, their efforts are in vain as they will be paid the same as those whom pad their statistics with high call volume rather than solving the customers issues at first point of contact.
A high point for me is the 4 day work week. I work a set shift pattern which is one of the only things the company has that is in their favour, although they mainly use a rotational shift pattern.
Overall:
Great for experience, not for expectation.
I joined this company and 1 year after I am moving out. It was good at beginning but I should have realised it was not that good.
They never paid my relocation package, basing their emails on lies and fake statements.
I received a promotion quickly but after that, the team start to have a huge turnover because for the other roles open, everything was manipulated by our Ops Manager. The interviews were a mascarade and the persons put in place for the roles were not either qualified technically or humanly, they were just too afraid to talk when their was a decision to take.
In addition, they were lies to the client and I don't think it is a good thing to do for the future of a contract.
There is no fresh light of fresh air, being in jail is not worst that the office I was in.
Every decision seems to be a fake one, without organisation just to be able to say, we did that: there is no love, passion.
The only good point is that it is a good and easy place to start to work in Ireland if you come from abroad.
Where do I start? The incompetent team leader? Random payroll deductions without reason? No responses when you need them? Being told you expect too much by your own manager when they can’t even do the basics?
You name it. Expect gaslighting from management and for them to make you feel bad for anything and everything starting with asking from help to needing time off. They will make sure whatever request it is that you have, it is certainly too much for them to handle.
If you had an error in one payslip, it’ll happen again and again, and yet the problem has still not been resolved.
If you take your life seriously enough and want to be able to pay your necessities and actually enjoy life, this is not the place.
Minimal training with expectations to surpass an impossible target which the public set for you by the way (customer reviews). If you ever get a bonus, you most likely won’t.
5.0
Technical Support Advisor | County Kildare | 23 Apr 2019
Great company to work for and wonderful experience
.Take calls to resolve customers technical issues
.Troubleshoot different technical issues presented by the customer
.Maintain each customer database while on the call
.Provide first class support within the call center environment to
customers via telephone.
.Archive and maintain service level statistic.
.Track, document customer’s problems information in a tracking
database.
.Contribute to overall team performance, including support and
assistance of other team members.
.Promote additional client services.
.Troubleshoot broadband and Landline telephone complex issues
and peripherals devises.
.Apply GDPR law on every single call
.Maintain a positive and happy attitude to customers while on the call
The "interview" was supposed to take 30 minutes minimum. The entire thing lasted 14 minutes. A couple mundane questions and a job offer. The recruiter said they were not at liberty to tell me the company I would be doing the job for. I received a few emails directing me to their website to fill out different forms electronically, read through some documents etc. Received an email from a company that I had to travel to in order to complete a i9 form. Another email from the recruiter saying I would be receiving more info via email regarding training, from my trainer.
The evening before I was to start training, I received an email giving me a link of a zoom room to log into to start training. Once you show up, you are welcomed and sent to different rooms for orientation, this that and the other. Very confusing. This is all done on your personal PC. They send you a work computer to arrive the following day, then you spend the next day getting it set up, all the links and apps you need to work. Setting up user names and passwords. The third day, you go to their "concentrix university" and start taking self paced introductory courses. All slides and sound clips. Very easy.
Now to the actual training. Trainer was nice and professional but they do not train you in what you will actually be doing very well. That is all glossed over here and there. It's mostly slide shows, a few videos here and there and it's mostly about the company you are contracted to work for. Fast forward a
ProsPros? Days off away from this is the only pro I can think of.
ConsRead my post, that should say it all.
1.0
Technical Support Engineer (m/w/d) | Home Office | 3 Mar 2022
Reinste absichtliche Täuschung
Im Bewerbungsgespräch heiß es Teilzeit möglich aber Schulung muss Vollzeit sein nach der Schulung will dann niemand etwas davon wissen und es ist nur Vollzeit möglich.
Es wird erwartet zusätzlich zu den 8 Stunden täglich auch noch länger zu machen, wenn die "Line" es erfordert, wenn um 20 Uhr Feierabend ist am Sonntag dann gefälligst auch bis 20:00 an der Line bleiben und wenn dir dann noch ein Kunde reinkommt um 20:00 und der Hilfe braucht dann gefälligst auch mit dem reden bis das Problem gelöst ist.
(Lösungen können varieren von 5 Minuten ~ das ist auch die Erwartung vom Unternehmen alles UNTER 5 Minuten ist nämlich nicht Kundenfreundlich genug ~ bis hin zu 60 Minuten oder mehrtägigen Support.
Nachdem man dort eine Weile tätig ist und den ganzen Papierkram unterschrieben hat und schon Wochen dort arbeitet wollen die denn auf einmal Unterschriften auf einer Freigabe, dass die ALLES lesen können was du am Rechner machst (ok ist ein Firmenrechner verständlich) und Kontrolle über sämtliche Programme haben (das INKLUDIERT die Webcam im HOMEOFFICE) davon war bei Bewerbung nie die Rede und in der Schulung auch nicht. Es ging auch darum das die sich JEDERZEIT wenn DIE arbeiten drauf schalten können. Das heißt im ungünstigsten Fall bist du in deiner Mittagspause Duschen und der die Leute da wollten gerade gucken was du bis jetzt gemacht hast und neugierig wie Menschen sind Bumm Webcam an.
Wieder ein paar Mitarbeiter verloren, da diese nicht beobachtet werden sollten.
VERSPRECHEN:
2.0
Customer Service Representative | Fredericton, NB | 7 May 2014
Feels like being in high school again.
I worked for Minacs for about 6 months before finding a profession in my field. During these six months , I can not say that I was overly impressed with any part of Minacs.
To start off , they are constantly hiring (2-3 classes of 20 or so people per month at my centre alone) because they can not keep the customer representative they have. After discussing this issue with management , I found out that in a months time it is possible to lose around 40 employees (A good example is that from the training class after mine , they hired 18, there are 4 left and all of them have put in their two weeks notice). When I was hired , they didn't have the space to accommodate a new training class as there were already 2 in effect so we were put in a dark corner in the back of the centre where we didn't have any hands on training until the class before us "graduated". We did not have a formal trainer so they had two reps from the sales team teach us (I am in no way complaining about the trainers I had at the start as they were wonderful but still did not have the appropriate training to be a Minacs trainer). Halfway through , they decide to switch trainers to a formal one so in the span of six weeks , I was trained by three different employees.
For bilingual people ; if you are expecting to have your regular bilingual wage as soon as you start working for Minacs , think again ! You are not allowed to have your premium until you hit the floor (six weeks after you are hired) even though
ProsGreat Team Leads, incentives, tons of hours
ConsExtreme difficulty at being an organized company
The work environment is a mixed bag to put it simply. There are some pros and cons this will get a little long.
One thing to note is, while you technically work for Concentrix, you really end up representing their client as you do with all call center jobs.
The customer side of things:
Before covid, most of the customers were the mix of 80% good and 20 % bad, a lot of entitlement and people going on about how much money they have BUT you do get the sweet people who just need a little help, a how-to or are more than ready to go along with the steps/plan you provide. Any annoying customers can easily slip your mind with how busy it does get and a few laughs with your co-workers to vent and helps relieve some of the tension. (and oh boy will you hear some stories.)
However with covid, the amount of entitled, rude and nasty. You'll be blamed for everything and anything the customer can think of over policies you do not control. A thick skin is practically required.
The job side of things:
Very fast-paced, you only have about 7 seconds between calls with little rest between them. You are clocked on all bathroom (bio) breaks and will be watched carefully if you're in certain AUX states for too long. You are expected to write highly detailed legible notes without your allotted time of 5 minutes max going over. If you do go over, it is noted and you will be coached on how to improve. You are staring at a screen all day so it can hurt the eyes after a while.
Customers will to
Your mental Health is a battery, your thrown out once its spent.
Let this set the tone, Toilets were always closed for cleaning but were never clean. The Work Culture is everyone hates working here and we are not paid anywhere near enough. A normal day at Concentix went like this... On a Good day. You would get to the overflow car park around the back of the second building, walk five minuets and finally get in. Now bear in mind the car park on a busy day is at about 50-60% capacity at any one time however there was a 2 Year waiting list which to be honest is just a blanket statement. Now you get upstairs into your department, fantastic. you dont have a seat! its hotdesking. So you have to find a computer and mark it by putting your coat and belongings on the desk. You turn your computer on ready. plug in a headset and go for breakfast which is actually really good. So you get back to your desk to find your headset has been stolen and sometimes even your computer as you'll often find your coat on a desk at the end of the row. This will be your fault too in the managements eyes.
Now lets start work which you've had at best a crash course in training for. Not exaggerating here, The customer always knows more about the product and how it works then you. Even when you are tenured. Im not even joking. Your basically there to nodd and agree and if you dont know how to fix an issue you can talk to a condescending floor support who will talk down at you, make you feel worse and tell you to look for a knowledge article that doesn't exist. fail
3.0
Senior Customer Service Representative | Tucson, AZ | 31 May 2016
My time at Convergys
I worked as a Pharmacy Technician with this company and my experience with some of the agents was not so pleasant. It was like I was entering back into high school all over again, The mentality of some of the agents there are very immature. I have addressed these situations to Team Leads, but the problems still persisted. It is so sad what the Team Leaders have to deal with sometimes there when it comes to unruly agents. Most of my team leads were nice, except for one Team Leader who was not at all understanding and did not have the soft skills to be a Team Leader. I did try my best to be the better person, but there were times when I just wanted to change over to a new supervisor, but I stuck it out silently until I was switched to the nicest Team Leader ever. The culture here is like a three ring circus, there is no structure here The training for the Pharmacy Tech class is ONE WEEK, and they expect you to know all of the SOP's and the Job Aids right away, or else you get docked on your quality scores. Not the Trainer or Team Leaders fault, it is the Company who is contacted with Convergys fault, they are the ones who are pressuring them to pressure the agents to meet all of these goals in such a short amount of time. After the second week on the job you are put on the phones. You have Assistant Coaches to the Team Leaders and Trainers, who are there to answer all of your questions, when you are stuck on a call, and you do not know how to assist the patient. Also you have
ProsSchedule was great, most of the Team Leads were patient and understanding, I liked assisting patients, doctors, and nurses with prescriptions, opportunities for advancement.
ConsWork culture, some of the company's policies did not agree with, unrealistic AHT and ATT goals
2.0
Customer Service Representative | Derry | 20 Jul 2021
Mixed emotions
Basically you’re a number. I have crippling depression because of this job. You go over your break by 2 mins? Work it back after your shift ends. Heaven forbid you need the toilet you only get 10 mins or if you get a bad call only 10 mins to calm down. If you can sell ice to the Alaskans this is the perfect job because sales is all they will ever care about and your stats. I did get dismissed for not making sales absolutely no regard for anything else or any other aspect taken into consideration. If you have good wifi this is a plus because the systems are absolutely shocking. God help you if you forget any logins takes forever to get back in. Need a day off for an event/ special occasion or the fact that YOU ARE ALLOWED. Very slight chance of getting it because they don’t have the hours but will offer it on the day you want it and that could be at any point during your shift because they’ve got too many agents on the line. Some of the managers are absolutely amazing will go above and beyond others will bark and tell you what you did wrong which isn’t bad but the delivery is poor. The managers and agents really feel the heat from the higher ups and the client itself so clearly the issue lies with the real people who are in charge but then they take all the credit when “awards” are given out at the end of the year thanking everyone when it’s them who are the problem from barking at managers who then bark at agents. Communication and consideration is disregarded and poor. The
ProsMade some friends
ConsToo many to name
3.0
Customer Service Representative | Albuquerque, NM | 1 Dec 2018
It was great at first, then starts to wear thin
Convergys's Sam's Club contract was described by the company as little pressure, that we would have a lot of freedom and flexibility with how we deal with the customers and what we can do to make them happy, that front line would not be a demanding position and that a lot of calls would simply be transfers to the correct department or small value returns.
We were fed a boat load of lies by Sam's Club and Convergys, I guess.
At first, we were allowed to take a few minutes of aftercall to create reports for every incident. That is how I learned to do my job. It allows me to pay full attention to the customers needs without getting distracted by the report and having to type it during the call. It works very well for me. I type important notes during the call in a note pad, and then after the call i give a minute to think of what I did well, what I did wrong, and then I type my report. I do not exploit the system and average 3-5 mins for most calls. Difficult and important ones can take up to 10 minutes. It's right to take the time to create a detailed report if it's needed. All in all, I spend approx. 1-1:30 hrs/day writing reports.
Recently because people have been exploiting the system and using it to do nothing. The top management recently told the trainers that there are many employees that spend almost half the day, 3-4 hrs in aftercall or hiding in aux, so instead of punishing the people that are blatantly abusing the system, we ALL get yelled at every
If you want a job that is fun, treats you fairly and cares about you as a person, don’t bother applying!
This is a long rant but before you apply, please read this, believe I’m not being dramatic and have a long, hard think about whether you want to work for this company.
This is the worst job I have ever worked in. The company as a whole is appalling and don’t even get me started on how it is ran and the managers who sit on their bums and do nothing. I had a better time working at McDonald’s flipping burgers than I did at this job. You can never get any holidays/time off, they constantly get denied and you don’t have a leg to stand on unless you’ve booked them months in advance and then maybe just maybe you might be allowed them - if you have any kind of family problem or any form of situation in which you need to leave work for, don’t expect any sympathy or for it to be put down as holiday. You’ll get guilt tripped into staying or working back hours for doctors appointments or for anything really. You literally get watched like a hawk - I felt so uncomfortable on a daily basis because ‘team leaders’ would sit on their bums and talk all day doing nothing but as soon as you took a one minute breather, they were all over you asking why you weren’t in ‘ready’. It got to a point where I couldn’t move without someone coming over to me and questioning what I was doing and why I was doing it. I also personally suffer with really bad anxiety and towards the end of me working here, it was the last thing they cared about and actually used it against me to dismiss me of my role. If you
ProsOk pay, benefits for gym, friends from training
ConsEverything other than the above pros! Management, atmosphere, everything!
1.0
Customer Service Representative | Tampa, FL | 6 Jan 2019
Make This Place Your Very Last Resort!
I recently, and briefly worked for this company as a Seasonal CSR. As others have pointed out, this place is extremely unprofessional!
The very worst that East Tampa has to offer!
Although Convergys/Concentix (whichever they call themselves) claims to have a dress code, it's not enforced at all. The vast majority of the employees come to work dressed like they either spent the night hanging out on a street corner, or just rolled out of bed without bathing or properly grooming themselves.
Individuals go outside and smoke marijuana, then, they come back inside the building smelling just like it. The parking lot is full of trash, and physical altercations happen just about every single day!
While I was in training, I could never concentrate due to all of the noise being made by several of the young, immature, attention seeking individuals. They used profane language, spoke about inappropriate acts, and had constant outbursts!
I could go on, and on with these descriptions.
The trainer could not control them, and sometimes, seemed as if he wasn't even trying. Let's face it, they acted this way because they could.
Since I wasn't permitted to learn anything, at times, I would sit there and simply observe their behavior. All I could think to myself was, "Someone definitely failed these people during their formative years."
To some degree, I actually felt sorry for them. 9 times out of 10, most will never change. Every place they go, trouble will follow,
