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.
3.0
Senior Customer Service Representative | Tucson, AZ | May 31, 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
3.0
Customer Service Representative | Albuquerque, NM | Dec 1, 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
ConsBroken promises, poor management
1.0
Customer Service Representative | Tampa, FL | Jan 6, 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,
When you start working for Netflix, You go through a week in a classroom for training. They give you a lot of useful information, they also leave out a LOT of important information. While in training, The trainers tell you how easy it is to move up in the company, and how fun it is to work there. Well that WAS the case, about a year ago.
Once your in, and you've got the job. you are 1 of approx. 300 employees who works in this 24 hour call center (not all 300 at once, usually there's about 50-100 reps. working at a time). When you start your shift, you have to track down a desk that not only works, but that isn't filled with dust, crumbs, and sticky stuff all over the desk and keyboard, because the rep. who sat there for their shift previously left a disgusting mess. You have to supply your own wipes/cleaning supplies to clean up after the previous rep. and half of the time once you get all settled in at a desk, you find either the computer doesn't work, or the phone doesn't work. This is fun, considering you HAVE to be logged into a phone right when your shift starts, otherwise you get disciplined, even if it isn't your fault.
So after you find a desk and phone that works, you have to log into the computer and phone, and start taking calls. You can take anywhere between 30-100 calls per 8 hour shift depending on the call volume for the time of day. You assist customers with any questions they may have about Netflix, billing, and you also help customers troubleshoot techn
Concentrix is a great place to work if you don't mind the schedule changes a call center provides. The work at home environment is great! Concentrix trains you and gives you access to different tools, and promotes from within, so any management you run into has been in your shoes as an advisor. That being said, of course, there are great and there are "just okay" managers. The great managers are able to give help when needed, the just okay managers are not accessible and do not communicate well. Concentrix gives everyone the opportunity to move up, and encourages growth in the company. It actually helps the company for the advisors to move up, so they can keep hiring people, I think.
Anything having to do with contacting/communicating with HR seems to be slow moving, both for Canada employees and US employees. I can't speak for every client group within Concentrix, but this is for the particular contract I worked on.
I LOVE being virtual, but I do miss the social interaction of having an in-person job. Depending on the client/contract, Concentrix either provides you with the equipment/tools you need, or they will find a place for you to go if you find your equipment does not suit the needs of the position. Basically, once you get hired, they want to do what they can to keep you.
It is a well-oiled machine in most cases.
The hours for my contract were not doable for me in that it is usually right in the middle of the day. Scheduling works by bid. You are provided a list of pos
ProsPTO, Training, Remote, Security
ConsScheduling, management not always responsive
2.0
Customer Service Representative | Boston, MA | May 17, 2017
Work from home convergys
I applied to Convergys work from home online. My interview was 2 parts and was over the phone in the same day that they initially called me for the first. You will train together with a group of around 40 people in an online room assuming you meet the home office requirements. The training period (long time) was actually the nicest part of my experience working for this company. The initial staff that you meet is very friendly and more than helpful. I definitely was excited about working from home for this company. Eventually the training started to come to an end and the content they were teaching us got harder. It almost seemed like they had spent almost all of the long training repeating all the easy things and were now trying to cram the more difficult stuff in and shove us into production. If you couldn't keep up you were done. By the end of training there was only 9 or 10 of us left. Now my particular group was all assigned to work for Convergys as Comcast employees. Let me just say Comcast is as bad as the rumors say. Where I’m from nobody has that service so I really didn't know what I was getting into. Just before it was time to start production we started practicing by taking real calls. Your managers will say that contrary to what most people think, customers are not usually upset when they call. That is a bold faced lie. 4 out of 5 calls are from angry customers. Once you’re out of training you spend your days taking calls back to back. There is rarely a moment be
ProsPay is good
ConsTime is micromanaged Coworkers are under great stress Mandatory overtime
Where do I begin. I worked as a IOS tier 1 advisor for work at home. The training program if you want to call it that, was horrible and rushed. For the apple campaign, you must score an 80 or higher for the exam. The training consist of a bunch slides day in and day out for 8 hours. Make sure you eat because that training program will have you hungry with only a 30 min break. The email and time clock system they use is deficient. Their tools are always down which causes people to be shorted by their hours and pay. The trainers always had to correct people’s pay and sometimes the pay still came up as short. It was just a mess. I get that technical difficulties happen, but not everyday. Sometimes you can’t even clock in because their time clock system will not load. The system sometimes marks people as no call and no shows on those who has attended everyday in training or nesting class. This may be done on purpose.
The recruitment process was a hot mess as well. The company representation of the NC recruiter was terrible. She was handling her business like a boot camp Sargent. Her personality was like one too. Who sends emails to candidates inboxes at 2 to 3 am in the morning? That was the first sign of how unprofessional this company is. Then they want you to drive a 100 miles to a i9 physical location. Most work at homes have a system or an online government site in where you can submit it online. Can somebody say waste a time and waste of gas?? They have you spend all t
When I started this job, we were provided three weeks of training before we were let loose on the phones. Yes, it was scary at first, not being particularly comfortable with the products we were supporting. Over time, that comfort level increased. During my tenure here, I've had a couple of really good managers... the kind who inspire you to come to work every day and to go the extra mile. They treated their teams as adults and with respect. In return, they got stellar results from their people.
I've also had a couple of team leads who made me really question whether I wanted to continue to work here. The first I had early on, but not for long. The second one I've had for much longer and I am once again questioning whether or not I want to continue working for this company.
One of my responsibilities is to be knowledgeable about not only the products I'm supporting, but about the ever-changing procedures used to support those products. That information comes down in the form of emails. It's nothing to come back from a weekend only to find your inbox has 40 or 50 unread messages. We are given just 5 minutes at the start of our shift to go live on the phones. That hardly seems enough time to see what's changed. We're told to check emails between calls. There is literally ten seconds between calls, and the email system logs you out automatically every five minutes, whether or not you're actually using it.
We're allowed up to 30 minutes of offline time a da
So the lies start before any of us actually got hired. It all started when the job was advertised as customer support; we got into training where it was revealed to be a sales position. If I knew it was going to be sales, I would've applied somewhere else.
Later they told us we would get to keep the schedules all of us were given in recruiting, which they backpedaled on once production started. We did get the promised schedules after a bunch of people threatened to quit at the very least.
Training was a joke. It was 8 hours a day of slideshows and what I like to call "corporate kool-aid." My trainer pretty much shilled for a certain company named after a fruit the entirety of any given day. At one point she proceeded to talk about how the boxes the products came in were perfect and designed by engineers to be incredibly satisfying to open, unironically. The customer service part of the job was swept under the rug in favor of making essentially used car salesmen considering the actual quality of the products being sold. And to top it all off, we were on camera for the whole shift, minus break/lunch, of course. Other training groups did not have to be on camera, I might add.
At one point I was encouraged to lie about my personal life to relate to the customer in order to sell them something. Which may not be that big of a deal, but it was very jarring.
This part isn't necessarily a lie, but it comes across as dishonest. On multiple occasions I requested a day off ov
2.0
Customer Service Representative | Fredericton, NB | May 7, 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
3.0
Customer Service Representative | Peterborough, ON | Dec 6, 2020
A Mixed bag
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
2.0
Customer Service Representative | Derry | Jul 20, 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
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!
Questions And Answers about Convergys
What is the interview process like at Concentrix?
Asked Feb 25, 2016
Great looking to come back
Answered Oct 20, 2020
Things move quickly. The COE manager has been on top of communication through the entire process. Every step has been clear and organized keeping you well informed on where you stand as you progress as a potential candidate. I also appreciated the team approach to the interview process, it allowed everyone to gauge personalities and how they would mesh. Everyone was efficient, professional and most of all personable.
Answered Aug 6, 2020
How are the working hours at Concentrix?
Asked Feb 25, 2016
It depends on who your contracted with by Concentrix. Those companies set the work hours.
Answered Nov 2, 2021
Decent. Work your regular 80 get time and a half afterwards. But you won't get paid in full. And they don't take out federal taxes
Answered May 24, 2021
What would you suggest Concentrix management do to prevent others from leaving?
Asked Mar 16, 2017
Stop the contractual basis.
Answered Nov 10, 2020
Organize your campaigns BEFORE you hire teams to work on them. Get all of the logistics of training, techical go-tos, training and trouble-shooting manuals, and a blueprint of how a training class should go from start to finish together and then start hiring. Inform TL's and other mgmt of their deliverables, expectations, and helpful tools BEFORE putting them with a class or a team, not during. Give management a week of training before you just dump them with a class/team...COMMUNICATE AND PLAN. Otherwise, you will continue to have a high attrition rate and your TLs and OMs will continue to be overly stressed out.
Answered Jun 12, 2020
How long does it take to get hired from start to finish at Concentrix? What are the steps along the way?
Asked Feb 25, 2016
J
Hiring process will take up 8 hours.
I applied onsite and there's 3 levels of exam. First, the situational exam with 7 questions (it reminds me miss universe because each question, you only have 30 seconds to answer.)
Second, The versant. Set A-E. 1hr to answer.
Third, I think it's linguistics.
