From Greenville, SC — 04/12/2010
I visited this website when I about to start training with Alorica. I read it, and was very dismayed. I thought, "Surely this company is going to end up disappointing me. From what I've read, this is not going to be the positive experience I want it to be." You see, I come from a long line of manual labor and service jobs, terrible, mind-numbing jobs that made me feel like a piece of machinery. And I hated those jobs. My feet hurt at the end of my 12 hour shift at the BMW manufacturing plant (which is also in Greenville), my thumbs ached. When I worked at Subway, I was so stressed out from the managerial turmoil and responsibilities placed on me (For which I received minimum wage after working there for three years, the same as every one else who had been there for less than a month), that this job seemed perfect.
I've come to realize something. This job is exactly what you make it. People who have a positive attitude, look forward to work, and enjoy the challenge of improving their AHT, QA, and QOS will love this job. The pay isn't AMAZING, but with my full 40 hours a week and better pay, I'm making double what I was at my last job. Plus free health insurance, and cheap dental/vision discount plans. I live forty-five minutes away from the Greenville call center, and it's STILL well worth the drive (Although I do plan on moving soon to be closer).
It's the people who don't care, who just want to get through the day, who have only a drive to maintain enough of a statistical edge to keep their job and avoid getting yelled at, that complain. It's the people who expect everything to be handed to them, who hate the fact that they have to think and be creative and actually try to HELP these people who hate this job. People do not stand behind you and bark at you to get off of calls; The worst I've seen ANYONE experience is that a floor-walker will come up behind you, report to workforce that they're helping you on the long call, and then ask if you need help. Yeah, sometimes they can be a little short when they're telling you how to resolve the call, but think about it - All day, they're having to think fast and try to devise the best way to get these calls finished. Why is AHT important? Because when customer's stay on the phone for a long time, they get cranky. And the longer you stay on that call, the less overall people you can help that day. The less people you help, the less you are doing to earn your pay. How would your boss at a grocery store feel if it took you thirty minutes to bag one customer's groceries? Even when I was on a call that took 15-20 minutes to get resolved, I was never once made to feel like I should rush the customer off the phone, and in fact in training and on-the-phone training, it was made clear to me that even with a walkie-wielding floor-walker behind me, I shouldn't feel rushed to get off the phone. They are there to help me. Once again, I think it is the childish and the eager-to-be-the-victim that think of them as "barking at them to get off the phone!!"
And as for the people who say the stats are impossible to hit: I have been on the phone for 2 weeks. At this point, I have been within 2 minutes of the monthly AHT goal the whole time, and for the past 4 days, I have MET this goal or even surpassed it each day. My quality scores are also above the requirement. So why is it that people who have been there for 6 months can't meet these goals? Because they DON'T CARE. There is one person I work with in particular that I know does not care about his job. He will walk away from his phone, avoid taking calls, and generally seems to have NO CLUE what he is doing. I answer his questions like I was a floor walker, and I've been there the exact same time as him.
So, bottom line...This job is not perfect. This job is not amazing. But this job is good, and it's definitely what you make of it. If you want to go in with a sour attitude, thinking that the management is being aggressie and mean because they give you GOALS - You might want to stay away, and perhaps prefer a job where they simply give you tasks and you complete them. If you enjoy being challenged, and having a job where you can develop a true skill at it and even have a chance at advancement if you excel at the skills required and applly yourself, then you might want to give Alorica a shot.
I know I'm glad I did.