From Brownsville, TX — 07/13/2008
Here in Brownsville, TX, the call center has still to complete it's first year in production. It's considered a great opportunity since the pay is unmatched but, unfortunately, a job at t-mobile is about as good as it gets in the valley. the benefits are top-notch and go into effect in about two months once you start your training. Job security is iffy since there are so many factors that could result in your termination. They do paint a very pretty picture when you come into the center and it does have a lot of neat perks like a fitness center and of course the ten dollar employee phone plan and 40% off phones is nice too. training in no way prepares you for the belly of the beast that is production. you are expected to clock in and have 7 minutes of stread time (compose yourself) and then its call after call after call. you are expected to resolve a customers issue in a timely manner as well as engage in small talk so there won't be any dead air. if you have to adjust credits for your customer, which you set a couple of days afterwards, then you have to do this while on your new calls otherwise you are stuck doing your follow ups on your breaks. they won't give you a time to do this or allow you to do them after work because they insist on closing them out before a certain time every day. the supervisors will walk behind the people in the pods and yell, "let me hear your courtesy and concern guys, among other varied annoyances which is difficult because you're trying to help a customer and feign interest in what they have to say, get their information from this massive database "streamline" and make changes to their account. if you happen to get stuck on a problem and have to ask your "floor support" for an answer, they will turn you down and tell you to use your resources. even after you have exhausted a search for an issue that requires a simple 'yes' or 'no' answer, they will turn you away. if your follow ups aren't how they want it to be then you know what? you get it sent right back to you and you are being poked and prodded while on calls until they are completed.
people are constantly listening in on your calls, which wouldn't be so bad if they were done in a discreet manner. it's obvious when they are listening to you because you will hear an echo or feedback on your headset, making it harder to listen to the customer and in turn, bringing the quality of the calls down.
they have these things called "kudo's calls" which is when a customer initiates a talk with your supervisor to let them know how good a job you've been doing. these i thought actually meant something until i hear of a practice some reps use in that they shamelessly tell the customer they can talk to the supervisor to let them know what a good job they're doing. some people get carried away with this and will have an unreal amount of these calls. but, you know, good for them.. they are working the system and, in the end, it will look good on them. some of us have a problem being big phonies and some of don't.
work environment starts off being really nice through training and then quickly, the blindfolded is lifted and you see where you actually are.
overall, it has been an extremely disillusioning experience for me...
of course some people can stand this kind of pressure and give them mad props because i sure as hell couldn't. at customer care, you really get the serrated edge of the knife right up the wazz. you get the people with the problems with their bill because they go over and don't want to be responsible for the overages they incur, the ones that make purchases they regret and try to get credit for it, you hear everything. and, while they tell you numbers aren't important, they are very much so.. it's very contradicting. but some people excel in this and see it as a challenge. as far as potential for growth.. if you meet those numbers and your coach likes you, then it should be fairly easy to get ahead since the only requirements are to have been on the production floor for 60 days to be considered. then it's just a matter of how good your scores are and how well you do in an interview. however, due to the nature of the work, sixty days can seem like an eternity. one week feels like years beacause you feel like you are stuck in a dead end job for so long and then you realise it's only been a couple of days!
the work envirnment, like i stated before, is good at the beginning but then the calls are so stressful that you don't care for what perks the call center has to offer.. you end up just wishing you were somewhere else and counting the MINUTES until the day ends. if you're looking for one hell of a challenge, then i would suggest this. otherwise, don't bother. if anything you can get through the training for some good easy money and discounts on phones. they only allow you two per year at the 40$ discount.