From Columbus, OH; Westbe — 06/14/2007
It's ironic that I quit my job at the call center not because of the customers or the actual job at hand, but because of the management practices. For the center's new pet Premium Technical Support project with VZO, they only pay a sullen $11.75/hr for new hires or transfers. You must have multiple certifications to get any pay raises. Work experience, related degrees and one or two certifications don't count apparently. This is hardly adequate pay for someone actually qualified to do the job.
Respect is variable. Immediate supervisors and coworkers notice your abilities and will make you feel good about yourself, but the upper level management's pay and scheduling practices (I'm a number, not a valued employee) make you feel like a generic carbon meat sack.
Benefits, I never applied for any of the health care plans. I hear it's expensive, but I wouldn't know. They do have an okay fitness center at the Westbelt location though.
Job security, unless you actively work to get fired by telling off a customer or not showing up to work several days in a row, you won't be fired. They need the bodies too much, especially if you know what you're doing.
Work/Life balance, what a joke. Granted, when you place 24/7 availablity on the application, you're prone to abuse I guess, but I never expected this caliber of mistreatment. Come in at 7 AM. Get there. Oops, actually, come back at 4 PM, stay till 1AM. This happened twice.
Scheduling... maybe I was just unlucky but I never received my schedule after training in a timely manner. After submitting two requests for a schedule to my direct supervisor that was supposedly forwarded to scheduling (I believe it was), I still received no schedule for over a week. It was only when Verizon audited the call center and found that they had certified someone for their new pet project but never gave me any hours that I finally got a schedule. To be more accurate, they asked why I never showed up.
Oh, and apparently they can call you after bankers hours at night on an unlisted number and change your schedule on a whim's notice. But when you call back to ask when it's effective, they can't provide that information.
Career Potential and growth: The company prefers to hire internally. Get your stuff done correctly and make a good impression, you'll be promoted. From what I hear there's eventually a glass ceiling, but it will take several steps to reach it. Really, the ability to place a call center on a resume is worth more than anything here, it shows you have communication and people skills. Rated a 0 because I didn't last long enough to be promoted myself.
Location: Located close to west I-270 and I-70, it's a short drive. Just be sure to get an hour lunch break if don't plan on packing lunch. Parking sucks for the evening shifts, get there at least 20 minutes early to find a spot and working computer. Also, be careful who you park next to... some people will scrape your paint with side view mirrors and not leave a not. On-site catering for AM shifts.
Co-worker competence: For Tier II VZO (frontline) support, it's hit or miss. Most are filtered out in training, but HR will hire anyone. For PTS, a lot of the people are experienced, but some were simply thrown into the position with no previous experience left to nothing but peers and Google. Everyone's willing to help e/o though, so that's a plus.
Work environment: As I said earlier, the parking sucks. Bring a sweatshirt every day, it can get cold with the AC blasting. The computers are underpowered, especially when the random screen-recording is taking place, and some have issues like shoddy mice. Usually it's a simple matter of finding an open desk and headset, which can be difficult for PM shifts, though it's been getting better. The keyboards and chairs are lousy though, so try to follow proper ergonomics if you wish to survive long.
If Teleperformance / Calltech reads this, it's probably obvious who I am. My opinions and experiences stand nonetheless. Verizon's training materials for newbies (and vets) is better than I expected, the tools are okay, and the customers are probably the least stressful aspect of the job. If Teleperformance fixed themselves, they might fix the turnover rate while they're at it.
I lasted two months before being escorted out for a same-day resignation. (It was the least I could do to return the respect I was given.)