customer service representative

Sykes Assistance Services Corp.

I don't usually write reviews, but if I could warn people about this company and help elevate the stress of another it was worth it. 

This company is awful! After buying, out my own expense, a USB head set, a telephone headset, a monitor(to later find out a I needed a larger one) about $200 in October, I was told I did not make the training group session. Keep in mind you have to screen shot all these items individually and take pictures of your home office, modem and door with a lock. The reason for not being put in the group was that I didn't submit my pictures and 25 documents quick enough. I received my offer Wednesday and literally went to the store that evening, took my required pictures and completed documents and submitted on Friday. In the offer letter I was told the training session would start two weeks on a Monday. The whole weekend before I waited for a confirmation Skype/Zoom invitation. When I didn't receive one two hours before training class I emailed my recruiter whom said I didn't make the group and apologized. I said how did I not make the group when I was given all the details, start times, sent in my pictures and documents within a 48 hour period. She said other candidates were quicker. A courtesy email would have been nice right?

Against my better judgement and still seeking employment in later November, I received yet another email stating that there was an opening for a position and that I would start in January. I was also told that my spot was secured because all my documents were submitted. I thought great I have a new job and can enjoy the holiday and start the year off right with a full time job. A week before the start I received an email stating that the start date had been pushed to February. 

A week letter I received a email that the start date was changed to March 4. This was indeed the date and was filled with apologies. My husband at this point was thinking this company is a joke. But I said its a full time work from home opportunity. I'm going to stick with it. After the second day of training I received, the company equipment, the THIN CLIENT. A cheap modem that that worked when it wanted.

I started training. It was very quick and filled with"FAST TRACKS" watch, learn and quiz. Lots of talking with the facilitator. And weekly assessments that we were told to "not worry about" because as long as you are paying attention you will do well. We also signed a document stating we could NOT take notes. This was to ensure the customer that we were not identity thieves.

We were timed on these fast track tests, and even though retakes were allowed for better scores these were also documented. The assessment could only be taken over if you failed. Less that 80% was a failure. The second week, after the assessments were done and many people were asked to call a 800 number, then their name didn't appear any longer on the virtual classroom roster. They were let go because of performance and "over staffing". Over staffing!!!! And the company is still hiring? REALLY. I was furious because these were now my classmates. Many of whom had been out off from the January class like myself.

Final training block was getting on the phones. You were offered another virtual class to talk to TEAM LEADS and SUPERVISORS if you got stuck on how to handle a call with a customer. At first I thought it was no way they were having us on the phones with real customers there was too much to know. But it was true, customers were furious, and we made it worse because we had to go screen to screen on one monitor. Calls were long and we were told no one was listening(team leads, coaches, etc). I thought, this is horrible for customer service. Customers were calling yelling and livid about their bills. Some would say, "do you even know what you are doing?" belittle you for the most part. I really tried to help a customer and make an adjustment but once the caller hangs up the account is gone, only notes can be made. Then the Team Leads want you on the next call. There is a respite button to not receive a call but its only for 90 seconds to catch your breath. I felt so bad about this customer and wanted to help him and trying to finalize his notes. At the 2 minute mark. The TL yelled at me to "GET ON THE PHONE NOW!!!" I said, "Who are you talking to like that?" She said, "YOU AND I WILL BOOT YOUR CONNECTION TO YOUR SCREENS!". So I told her to, "do what she needed to do." She pulled me into a room and yelled at me and I yelled back at her disrespectful behavior, ridiculous power trip and lack of leadership and people skills. She yelled even more. I said there is" no amount of money in this world that would even allow myself to be disrespected by anyone." And at $15.40 an hour I said I QUIT.

I was literally called by her boss in two minutes. She said, "You are so wonderful with the customers you will do so well with this company." I said, AT my previous position customer service was a priority and I was excellent at it. I also was not planning to stay at an entry level for long. However I refuse to work for a company I don't believe in nor treats their employees with dignity and respect." I FED EX my equipment the VERY NEXT DAY!!!!

 I now feel so free from stress. No one should ever think of work and get nauseated before their shift. I should of looked at the red flags before dedicating 5 weeks of my life. I feel sorry for the customers that do not get A-1 service or promised remedies to their bills that cannot be fulfilled because an employee simply doesn't have time due to the next call!!!  DON'T DO IT!!!

Their training is completely disorganized they try to cram so much information into such a short. Of time they don't provide you with any support if you're not understanding or keeping up and the reality is that very few people from each training group make it to the floor.

The recruitment team lies to people and tells them that you only have to take one type of call for a few weeks until you add additional skill sets which is completely false from day one you take all the phone calls so there's like 10 different campaigns that you have to take phone calls for it's not just Telehealth Ontario.

Their management seems to be completely oblivious to the fact that they're wasting company resources in time because they are quick to hire people but also quick to give up on them. I have years of experience in call centre industry and I've never been made to feel so stupid in my entire life and I'm still in touch with people that were in my training class and they all have the same problem. The trainers the training material most of it was wrong we would spend two hours reading through hundreds of pages of documents only need to be told that most of the information we read was incorrect..

 I would say stay away.

FIRED OVER THE PHONE while being off on sick leave, no reason given and they hung up when pushed for an explanation.  Made it close to impossible to access benefits saying that you, have to come into the workplace lunchroom and use the computer there.  Requested contact info for HR--they provided an email to contact.  Had happen to and witness harassment and yelling at employees.  Stay away from this hole.  No raises ever unless government raises.  Benefits cost too much.  They dont care about the products they are providing.  They definitely dont care about mental health.  And again they fired for going on STD, a benefit which I payed for off my paycheck.  Run run away from this place.  I hope that they lose all of their contracts in the very near future.

I would not recommend working for this company unless it is used as a quick stepping stone or if you are in need of urgent employment. Interview/on boarding process is easy. Training is super hectic and you are unable to efficiently learn all processes at a slow pace. 

When taking calls, callers are usually irate about the wait time. Team leaders are ALWAYS breathing down your neck about the littlest things, constantly nagging you and making you feel less than. Employment with this company is not worth it due to the low wage. Company will terminate you without cause, you do not have a sense of job security. You also will have a hard time with HR in London getting your last pay/sending back your WFH (Work From Home) equipment. 

AVOID!!

This is an alright place to work, but truly you can find better jobs elsewhere.

The pay is quite low, and you don't see many people getting a raise except for the boss' favorites. They do give you a "raise" if you have a good yearly review, however, it's never more than 3%, which isn't really even a cost of living increase. Any good company will give their employees a cost of living increase each year at the minimum, which shouldn't be considered your raise.

The benefits are horrible, and you have to pay out of pocket for them. 

It's a very fast-paced environment and you'll often feel like you're drowning in work and can't catch a break (literally). 

Overall, there's nothing special about this company, it's good if you're in need of a job desperately. Keep your expectations low. 

Started out great in the beginning.  The training was intense, but still did not prepare you for dealing with the customers.  During training the team leads promised maximum support to new Cust. Care Agents.  Once on the phones the support was few, scarce they had you waiting so you kept customers waiting.   Was stressful and NOT the  greatest work experience.   There is absolutely no job security.  Bought cordless phone, took out new line and lost the job in 3 months.  I among the last 4 which started out with a batch of 14.  Do not believe their promise of support and help.  All lies. 
They also cut your hours drastically.

What is the best part of working at the company?
The clients for me, management second

What is the most stressful part about working at the company?
The hours.To ge5 every other weekend off, l had to work 10 hour shif5s. Not easy when you have a young family. 

What is the work environment and culture like at the company?
It was decent. I've seen worse. The plus is that l worked from home 

What is a typical day like for you at the company?
Hoping on the phones from home

For a call center it's a great place to work. It used to be in an office but has since changed to be a home based job. Management is competent and good at addressing issues with the staff. My personal supervisor Tanya was awesome but I can't say the same for every supervisor.

This is a high-volume call center. There is a lot of knowledge and information you must retain and if you do not study during the training process you will feel left behind once you hit the phones. A lot of the time I felt as though I was doing a lot more than what I was getting paid for.  

Working for Sykes was never boring.  Every call was different, and could be very challenging depending on the circumstances.  There was a great sense of personal satisfaction knowing you were able to assist someone in need, quickly and safely.

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