It's just like every other call centre - you take calls answer the queries, solve or escalate compalints, transfer to other departments, take payment and make sales. Hit targets. ( no sales target unless on sales team)
Its primarily quad paly customer service for Eir however they also have a mobile phone team just for meteor care aswell.
Mostly inbound calls - the only team to make outgoing would be credit control and call backs with sales.
6 weeks of training in total: 2 weeks of training in a "classroom" with a test at the end (90% pass rate) and 4 weeks on the floor in grad bay. Trainers are really nice, very good at what they do and helpful.
Black pants and shirts Monday to Thursday, causual wear on Friday and Saturday, 37.5 hour a week €9.93per hour, paid every second week, work 2 saturdays in every 5 and €5.00 commission on every sale.
Schedules are given a month in advance and its a 5 week rotating shift pattern. Operating hours are between 8 and 8.
Two 15 minute breaks and one 30 minute break all unpaid.
Subsidized breakfasts & lunches are available in the canteen
Managers are helpful, I genuinely can not compalin about anyone there, they all go out of their way to make sure you are comfortable with your job and will aid in any area assistance is needed.
However saying that the job itself is very repetitive, sitting in a chair for 7.5 hours a day looking at a screen repeating the same phrases over and over again. It can become very monotono
I have worked for HCL since they took over in cork. The job itself I would be giving it 4/5. In the Technical side it is not really repetitive. You will always get an issue that you don’t know how to resolve.
This will keep you interested and will make you want to learn more. The job its self is 37.5 hours a week. The pay is ok but there is a good bonus structure in place once you hit your Targets. For example
Attendance, AHT, Quality. This is all very much achievable. The management in my department are literally the nicest people I have ever worked for. Of course you will be pushed from time to time
But that is understandable because you have targets to hit each month. The people that you will work with are very nice and always helpful to Answer queries. The Training department is one of the
Best around I have worked in several call centres and unfortunately I have been let go because I am dyslexic. The training department in cork there was 4 weeks training with 2 weeks grad bay .
The trainer’s in the cork department were so nice know I was dyslexic and took the time with me and trained me in ways I could understand because I am not so great in a class room. When you
Hit grab bay there is no question that is stupid. The mentors are so nice and helpful they deserve a lot more credit to be honest. The T.L are also very helpful in regards to any issue’s you are having
In your personal life. In work you can speak to them about anything and they will help you the best
Management and HR don’t exist… The worst company ever!
I don’t know how is possible that big companies still hire HCL to take care of their projects, I assume they’re cheap, but this has negative consequence especially on the employee!
The entire management staff is in India and they don’t care about you, a lot of issues on payslips (less money, never more :D), and to fix this, it will expect you an excruciating thread of emails, begging for your own money.
In case you get a promotion, your contract won’t change and you won’t have an increase of salary…basically, you’re just working more!
The annual bonus is a mere mirage, even when you work harder than ever and your metrics are perfect, every month you will receive the default answer: “you’ll have it next month!”
You will be lost ESPECIALLY at the beginning: trainings are ridiculous, done from someone not even in the country, any of your questions will never have a response…as I said…LOST.
Minimum by law: no bonus, no perks, no sick paid, no health insurance, 20 day holidays, work on bank holiday.
I was not completely sincere about perks, you have free snacks :D
You can’t trust the company, in case you need some papers for every possible situation, for bank, revenue or visa you won’t receive assistance, the HR is completely useless!
At the end probably you will receive what you need but every time you will have for sure to fight for it.
In all this mess, I can only appreciate the great team I ended up with, very
Management and HR don’t exist… The worst company ever!
I don’t know how is possible that big companies still hire HCL to take care of their projects, I assume they’re cheap, but this has negative consequence especially on the employee!
The entire management staff is in India and they don’t care about you, a lot of issues on payslips (less money, never more :D), and to fix this, it will expect you an excruciating thread of emails, begging for your own money.
In case you get a promotion, your contract won’t change and you won’t have an increase of salary…basically, you’re just working more!
The annual bonus is a mere mirage, even when you work harder than ever and your metrics are perfect, every month you will receive the default answer: “you’ll have it next month!”
You will be lost ESPECIALLY at the beginning: trainings are ridiculous, done from someone not even in the country, any of your questions will never have a response…as I said…LOST.
Minimum by law: no bonus, no perks, no sick paid, no health insurance, 20 day holidays, work on bank holiday.
I was not completely sincere about perks, you have free snacks :D
You can’t trust the company, in case you need some papers for every possible situation, for bank, revenue or visa you won’t receive assistance, the HR is completely useless!
At the end probably you will receive what you need but every time you will have for sure to fight for it.
In all this mess, I can only appreciate the great team I ended up with, very
Worked briefly as a technical support agent. training was fun but lacking in necessary information.left the job due to stress that was causing me to regularly be physically sick. if targets are not being met warning emails will be sent which just adds to the stress really.
only get paid on the last friday of every month which can be annoying if you are broke and have bills to be paid when you join the company.
other tech support and customer care agents were decent people i got a long with very well and are probably the only thing i miss from the company
management can be accommodating to your needs which is their only good quality.
left the job 7 months ago and still haven't received a p45 despite sending management an email and a private message regarding the situation both of which have been unread. revenue contacted the company on my behalf and i still haven't gotten the document, won't be getting a reference either i suppose.
monthly incentives are difficult to reach unless you have a talent for talking nonsense and asking every angry customer to do a survey which is something i didn't feel comfortable with hence the warning emails and the large amounts of stress that followed.
i would not recommend a career job with HCL but for the right person could be a great opportunity for experience provided you fight for what's legally yours when you leave.
I have worked in HCL Technologies for a span of 4 years over two different teams both in the mobile section.
It was an awful company to work for, you were treated very poorly. They (managers/supervisors/HR/the company itself) did not care about you at all, you were just a statistic.
The training provided was always very poor as trainers weren't given good material to work off. The pay is shocking to work somewhere for so long to be below the living wage for your whole tenure. There were monthly bonus' that were often incorrect and if you want to query it there is no response from your TL and its put on the long finger. Often if you were stuck on a call and had to stay back in your shift you weren't paid for it and rarely got the time back. The atmosphere was terrible - you felt like your every move was watched. There was no freedom and your personal time was monitored to the second! No one advances in the company and if you do it's not very far up and that's only if you become a sort of teacher's pet. So happy to have left the company and I would never look back. They help no one move on with their career or support their employees.
working with HCL was a different experience. I enjoyed working in a small team and helping everyone out. Our manager was one of the best people around as he understood us and never put any stress on us. He was always very supportive. the company on a whole were good. Their policy of employees come first was something different and worked effectively. Handling customers on a daily basis could be stressful especially during the winter but the whole team managed to pull it off with Team work. The most enjoyable part of the job was my colleagues whom i could not have spent another day without at work. They were always very supportive and helpful be it a personal or professional problem. The hardest part was dealing with irate customers who would not take no for an answer they would challenge us but because my manager was very good he would speak to the customers on our behalf. Overall this place was a great place to work and i would consider going back if a job came up.
Prosteam work, my team, canteen full of essentials and cheap coffee.
Start off with training for 2 weeks great trainers fun environment in the training room you get 4 weeks grad bay then after this after this then you work 2 early shifts with no weekends and 2 lates with another split shift if you work with the mobile section , if you are going for the inbound mobile support you share the floor with another team up there. No career progression unless you stay there for years. 9.97 an hour with no commission always under staffed so calls are non stop . You meet nice people up there but then the team leaders up there are useless wouldn't take a supervisor call for the life of them. No days off 365 days open so don't be surprised working every bank holiday. Wouldn't recommend if you don't live close enough for it and the money is shocking but it's just an average dull call centre feel like you enter into a prison the minute you enter in the door . They will give lots of false promises don't be surprised if you ask for days off and then don't get them
Constant pay issues and bad attitude towards staff
My work week was 8-4:30 Monday- Friday, these hours were perfect for me and over time was usually on offer for evenings and weekends if desired. The training is good at the start but things were constantly changing and neither the agents or the management had any knowledge which would make customers irate. Managers very unwilling to help staff with management level issues as they were managing too many staff. There was rewards for sales and occasional pizza friday's but none of this was worth the payroll issues I went through with this job, it took over a year for my address to be corrected on my payslip and for the first 8 months of my working there every single pay was wrong and I was always left short and this was rampant throughout the company it was never just one employee with a payroll issue.
I have worked for HCL since may 2013, it was my first job in Ireland a great place to start off. I have seen staff come and go the last year and met some great characters. I started off as an under dog as I was one of the youngest in a group of 100 colleagues who were all highly qualified and experienced in the office environment, I had never worked in a office before and knew I had to learn quickly to secure my position with the company. When our first contract came to an end sadly only 20 of the 100 would had their contracts renewed and I was one of the ones who did get it renewed, with the most orders processed in a particular system all the hard work had came to my favor. In the last year I have pushed my self to my limits and achieved so many personal goals as well as learning so many new skills that will be beneficial in my future career.
Productive and professional work place that values healthy living.
Completed my education from Richard Stockton State University of NJ with a BA in Graphic Design/Animation Graphics (1993) and BS in Computer Science (1999). In past 15 years I have had the opportunity to be employed by several major corporations with leadership experiences which shaped my career. The companies I have worked for are: Johnson & Johnson Health Care, Abbott Laboratories, mTv Networks, Citigroup, JPMorgan Chase, Hatchet Publishing Group and Commerce Bank ( AKA - TD America) along with operating my several home businesses in partnership with - Mary Kay Inc., and Henna Designs.
While working at Commerce Bank (1998-2000) as a Branch Manager, I was given an opportunity to volunteer to test the On-Line banking application which became my passion and goal to provide the most user friendly access to our customers/end users. I then returned back to school to complete my BS in Computer Science. My passion to provide ultimate user friendly access opened the doors to transition into Commerce Bank's IT team full time to test the On-line application. This was just the beginning of my Corporate career. Shortly thereafter, I joined Citibank (AKA - Citigroup or Citi ) where I worked for nearly a decade. At Citi, I had an opportunity to work in various different areas of Information Technology and acquire a flavor of different technologies. Here I mastered analyzing, understanding and delivering Organizational requirements by understanding the business structure,
Dynamic, result focused professional putting forth an experience of 7 years in IT Industry. Computer networking with expertise in Remote Administratio
Career Summary
Dynamic, result focused professional putting forth an experience of 7 years in IT Industry. Computer networking with expertise in Remote Administration and Incident Management.
Professional Strengths
• Having sound knowledge of technical skills with strong leadership qualities.
• Dynamic leader and mentor.
• IT Services Management (ITSM) based on ITIL.
• ITIL V3 service strategy, service Operation and service improvement.
• ITIL V3 Incident, Problem, Change, releases, And Service Desk.
Current Employment
July 2013 till now in HCL Technologies as Shift Lead in FedEx Incident Operations Centre.
• Monitor the CI / Services using HP OMA a monitoring tool provided by FedEx.
• Perform tasks as per SOP’s defined for the Operations (IOC) team to provide infrastructure support services within Scope.
• Responsible to facilitate bridge management, Incident Management.
• Look after the entire gamut of activities pertaining to the day to day activities, Coordinating day to day operational activities all over the globe, Handling of the Incident Management Team. Provide technical direction for the development, design, and systems integration for client engagement from definition phase through implementation. Create and executes project work plans and revises as appropriate to meet changing needs and requirements.
• Instrumental in creating process Documentation and Run Books.
• Dexterous in handling project Management Activities, transition plannin
I worked 1.2 years in HCL comnet Limited as a network Engineer role
Responsibilities:
• Coordinating with ten engineers across the India (south, west and north region) from Bangalore
• Troubleshooting of the leased lines of customers (MPLS and P2P) for errors, reliability, load, flapping or complete failure and accordingly coordination with different vendors.
• Implemented HSRP on the Cisco 3750 Catalyst Layer 3 Switches, and EIGRP, OSPF on the Cisco 2900, 1900, 7200, 3900 & 7600 series routers
• Installing new HUB s and final cabling from patch panels to hubs, brought newly installed FDDI backbone on -line using Cisco 2900, 1900, 7200, 3900 & 7600 Series Router and catalyst 3750 Switch for interfacing it with the 10mega fiber supporting managed HIB s wiring closet
• Monitor and managed of 4 HUB and 50 branches of network MPLS and Internet Link across India for PNB
• Monitoring all primary links and backup links.
• Configure and troubleshoot PPP WAN connectivity of T1 & NxT1 between Access Router & Remote Access Router complexes to ATM Switches
• Included implementing VLANS and configuring ISL trunk on Fast-Ethernet channel between switches, configuring CGMP & IGMP
• Monitoring and managing network devices and link through Whatsup Gold, MRTG, HPOV and Airtel online web tools also
• Monitoring of WAN Links (Leased Lines / RF Link) using through solar - winds / Whatsup Gold / MRTG
• Traffic diversion on the links on the customer need, Plan, Installs and manages Cisco Switch and Router
• Efficiently utilizing network infrastructur
3.0
Customer Service Representative | Duluth, MN | 1 Feb 2019
Make a quick buck but not satisfying work
A typical day at work includes logging in on time, getting your systems going, checking if there's any new emails/announcements, and getting on the phone. Phone calls vary and callers are typically just trying to get something done, not overly crabby. But when you call the help desk with questions or escalations, be prepared to wait 10-45 minutes, leaning more towards 20 minutes or more on average. And once you reach the help desk, it's like playing roulette - which help desk person will you get and what mood will they be in. This is more stressful than the callers, as you often get snarky responses to your questions. You feel stupid, incompetent, and angry as you go back to your caller. The rest of the call goes fine usually. You note the account. You hang up. Next call.
The job is pretty straight forward and you are trained well. However, training can be hectic. I have yet to see one training class not have major hiccups in the location of training, the availability of laptops for the training, the availability of the trainer for the training, and even the length of training. They did get a new training room built on the first floor so that has helped out some.
I went through two trainings. I started at one project with two supervisory type people and several that you could also talk to for help with stuff, experts. I learned my job, liked it overall. But I switched desks four times within 2 months I was on the project and had to share my desk with other agents, somet
These are my personal reviews which I have gathered from employees and ofcourse noticed, should have been taken care. I have mentioned this in many meetings with my senior colleagues, but I know nothing much they can do.
1. Recruitment:
Actually Interviewer needs to be trained on how to interview. Also, there should be a selection process for Interviewer as well. I can see there many below average candidates gets through just like that. And its very hard to deploy them to the project. And hence the project escalations and pressure on good resources. At times there are pressure on inteviewer to select the candidate even if they are average as there is a urgency in the pipeline demand. If we are rejecting many, then you will for sure be highlighted to your Sr.management.
2. Appraisal/Rating:
One of the worst mechanism I would say. Those who are known to Manager are the one who gets a better ratings. Background workers will ever be noticed. As a thumb rule, who works hard (or smart or whatever terms) will not get either promotion or good rating. Hence it will have direct impact on their yearly increment. Nobody would ever bother about that. And you will also forget about the rating/increment few years later.I would say there are some good people still stick to the job only because of the location / family constraints. Retaining good talents is not an option at all.
3. Managers:
There are good managers indeed. But again the ratio is very less. I have seen many of
Aggressive Focus on targets, poor management, pay issues, disgusting facilitates.
The work is thankless a lot of the time. Salary is very low (10.77 per hour 37.5 hours per week) and there are no real extras other than a measly 200 euro bonus at the end of the month, although this had many MANY factors on whether on not you would receive the full amount (call quality, targets etc) sometimes you could get free pizza, maybe once every 3 months..Direct management can turn on you very quickly if targets aren't met, as it directly affects their own large bonus if the team hasn't reached their own targets. There isn't really support or coaching offered when not reaching these targets. I was often threatened verbally and by email that if said targets weren't met this would lead to dismissal. So it goes without saying office morale was very low. If you need to use the toilet you were restricted to 10 minutes which was timed down to the second. if you exceed this allowance you could either stay back at the end of your shift or have it deducted from your already low income. Payroll issues were quite frequent also when having issues with pay you could email your direct manager although this will probably fall on deaf ears. No paid sick days either. Worked for this company for four years on two separate teams, within my first 2 years I worked on an outbound dialler ringing customers who specifically asked not to be called thus having an argument with disgruntled customers who simply didn't want to cold called which was understandable. In my last two years I worked on
I was hired as a Shift Lead and performed the function of a Team Lead with no compensation for it. They taunted me with the title change for over 8 months saying it was being processed but, never went through. I have several analysts that worked under me that performed overtime upon companies request and were never compensated for it. I was released from the project and benched without any notification or reason given.
They give you 30 days to be picked up by another team. If not picked up, your are summarily released. I got no replies to phone calls to HR or to other project teams. I was never officially informed that they had put me into the "Exit Management System". Two weeks later when I was given a reason they said it was the client that requested my removal with no prior complaints or service issues. I NEVER received any reason for my removal despite multiple written and phone requests. I was told that the client always gets what they ask for. When you enter EMS your are officially benched. If it was due to downsizing you may be picked up quickly but, if they have put a mark on your Benched status of being removed at client request this puts a flag on your status and no other teams will touch you.
I have been asked to lie to the client and have been commanded to issue write-ups for subordinates that didn't deserve them so that upper management looks better to the client. The problem with this is none of the upper leaders which changed every 3 weeks had ever met a
1. Monitoring plays a vital role in NSE. When I am in shift , I’m the only person who is answerable for all Customer active Leased-line's which having 2MB as well as 45MB Links which are connected to Dc, DR, Cochin POP and from that I having experience with multiple BSO.
2. If there any issues like Link Down, Link fluctuation, Reliability lesser than 255, If transmit or receive load increases beyond 1/255, if CRC or Input errors getting increased on interface., I will move my attention to respective customer and I will coordinate to resolve the issue by asking them about modem status, power issues or any other internal issues exist.
3. If the issue is not belongs to customer premises, finally I will follow-ups the issue with respective BSO by raising complaint and they will check from their side, If they found an issue by giving LOOP test or any other cause, they will restore the same. Suppose, they found the same at customer end, they will send an engineer to our customer site.
4. So, I have to make the Link UP through supervising the engineer by checking earth status, devices, cable connectivity etc…, After the Link made UP, I have to get confirmation from our customer end as well as getting Reason For Outage from the BSO for the booked Ticket number and same will be informed to our customer via OMC Noida.Having practical knowledge about NSE Core routers (Cisco 7609, Cisco 2811) and VLAN, SSH, Telnet, OSPF, DS3 Links, STM Links, MPLS, IOS, Fiber technology, APS technolo
ProsAccuracy Behavior Consistency Effort Results Timeliness Team work.
ConsImpossible to expect better Salary
2.0
Customer Service Representative | Belfast | 1 Jun 2019
Everything
The trainee itself is essentially to know that your cable of getting onto the phones but it rushed and by the time you actually reach the phones, the majority of what you learnt isn't even need. The scripts are helping but doesnt contain as much information to answer the random questions you'll get from customers. Trying to find a team leader/manager whose available to help you I'd honestly say is a nightmare.
Buddying up is probably one of the things you might want to bring a facemask for. I was buddied up with people who smelt bad or didnt know what a shower is. Although there personality's where nice it was hard to focus on what they where doing based on how they smelt and having to sit so close to them to actually see what the heck they are doing onscreen till your able to actually do it yourself - when your trainer believe you are ready to while buddying up. Most people wont like being buddied up with nor explain anything to you while being buddied up. The more questions you ask the better.
They say you have benefits like being able to go to the gym at a discounted rate etc but within 3 weeks I was getting mixed information about what benefits we actually get. Other than being able to have a comfort break when stressed (which is 10 minutes a day - in a place where your on calls literally none stop till you r scheduled breaks kick in which sometimes you might be on a call over them and have to wait to finish the call to actually take your scheduled break)
The of
There is good work life balance. But salary and benefits are extremely poor and far below the market standard.
This is a review for the enabling function.
There has been a wide shift in the company culture in the past couple of years.
The work environment has changed from balanced to competitive which is a positive change. Another positive change has been timely payment of the annual bonus over the past two years. Normally bonuses were not distributed within 8-10 months of the end of the appraisal cycle. For exiting employees, the year end bonus was a literally lost money. It is good that this situation has changed.
Now for the negative changes and aspects. The management is top heavy and there is not much space for growth. Almost every two years a level is being added between the grades. For example, there were two levels from E2 to E3 grade and now there are three. There are 9 Bands and grades and each band has 2-3 designations in between.
For a person to reach from E2 to E7 grade / band, he has to essentially go through 13 designations and if you expect a normal growth of a promotion every two years, that's 26 years to reach E7 alone and in all 30 years to reach E9. Normally, a person would have to reach 60 to reach E9. That being said, the retirement is at 55.
Insurance cover is bare minimum and so are the leaves. Additionally, there are no "sick leaves". There is a HR approved Pandemic leave for COVID cases in case you test positive.
There are also some good compensation packages in case of death / disability and death during pandemic. Pandemic support is also good. The m
ProsWork life balance, cashless network for medical cover
Conslong ladder to reach the top, poor salary package, No sick leaves, Limited opportunities to grow, inter-department movement discouraged, package includes variable pay, early retirement age, Bonus recovery in separation cases
Questions and answers about HCL Technologies
Does HCLTech require pre-employment background checks? What kind of background check does HCLTech do and how long does it take to complete?
Asked 20 Oct 2018
No they didn’t do any checks back in 2015 when it was hcl
Answered 5 Jul 2022
Yes, pre-employment background checks are done to verify an employee's qualification and professional work experience.
Answered 30 Apr 2019
How are the working hours at HCLTech?
Asked 7 Feb 2018
Very flexible
Answered 12 Feb 2019
The working hours were 9 and a half
Answered 7 Oct 2018
Why would you want to work at HCLTech?
Asked 6 Jan 2018
Good Company
Answered 29 Feb 2020
From learning perspective it is on the best companies to be in and Work culture really good. I was given opportunity go onsite for a month to gain experience how to deal with Client in a professional way.
Answered 7 Oct 2018
What is the HCLTech employee discount?
Asked 12 Jul 2017
Discounts can be gotten in terms of eir broadband and landline and mobile but are not worth it if you are not intending on being with the company for long.
Answered 17 Sept 2018
None- they hate there employees and customers
Answered 23 Aug 2018
How long does it take to get hired from start to finish at HCLTech? What are the steps along the way?
Asked 16 Jun 2017
Apply on line or no someone who can get you in very easy
Answered 30 Aug 2018
I applied for my position by sending a CV through indeed, I received a call a few days later for an interview and after the interview, I was contacted a week later with an offer of employment.
