agent de centre d'appel

responsable service clients

représentant

gestionnaire de collection

customer specialist

iQor

This is the 1800Flowers job at IQOR.

This job is obviously a lot of sitting.
Be prepared to be badgered with questions or stared at if you want to stand up to stretch your legs as your managers stare at you with disapproval.

Every single one of your breaks in questioned, even if you sit at your desk to blow your nose. (No exaggeration here.)

In your down time with the mics muted and no customers, you're not allowed to talk to your co-workers who sit beside you. 
Even though you sit intimately close with many people there.
I remember being told to "read the manual"
Have fun doing that 1,000 times regardless of how well you do your job and if you've remembered it. 
You will see favourites get away with this though.

They show serious favouritism. People will be on e-mails all day and chatting, but God-Forbid if you want to switch from calls to e-mails to give your throat a break.

On top of that one person could be working diligently and their counterparts are fooling around, but they are favourites, so it's okay.

I remember a girl was on her break and was sitting next to another co-worker to coach him. 
She was told to leave the floor for her break, meanwhile the favourites all sat at their desks fooling around on their breaks. The hypocrisy made me disgusted.


The managers fool around a lot. 
I mean all they do is joke around, but don't partake. They are literally there to bring you down. It seems like fun at the time, but you will be reprimanded for it. 

They will most likely let you go before you've worked there for 6 months. This way you cannot fight back for wrongful dismissal.

You need a 98% job attendance rate. 
Favouritism comes into play here a lot. (Co-worker away every day for 3 weeks except maybe 1 or 2 times a week they would come in. They are full time. Asked them what happened, said they were sick with strep throat. They brought a doctor's note.) 
Another Co-worker had their wisdom teeth removed. They had surgery, and missed days. One day they were throwing up (because of their medication, and went home early. They came back with a doctor's note. Regardless, they were let go soon after for attendance, even though they tried to power through, and the other co-worker did whatever they wanted.)

Even if you are sick, or if you need to take a loved one to the hospital. (My co-worker's mother was sent into surgery. She was her only relative in Ontario and wanted time to take care of her.)

Regardless of your doctor's note, or the severity of your condition, if you haven't given notice at least 1 week prior, it's ground for dismissal. 
(Co-worker's hand was slammed in their car door. They missed work for 2 days, and finally came in with a cast and a doctor's note. They were fired soon after.) 

I CANNOT STRESS THIS ENOUGH.
DOCTOR NOTES WILL NOT SAVE YOU.
I don't mean a little "I have a headache." I mean "I have appendicitis and cannot come in." Your attendance will go down. 
You get a fleeting warning like "Hey, come in tomorrow." then surprise you with "Your attendance sucks."

If you have kids, I feel bad for you. 
They are not accommodating at all to families. 

If you want time off for the holidays, book it 3 months in advance or you will be denied time off. 
If you want a religious holiday off, forget that too. If you're scheduled to work you work. 

These experiences I'm talking about are what happened to several of my co-workers. The final situation about wanting a religious holiday off is my own. I wanted to be at church for good Friday, I told them about it 1 week in advance and they said I need to work that day, and can't give it to me.

Of course I didn't attend work that day. 
I was reprimanded for not going in of course. 

I quit soon after.

You cannot move up in this job.
They will have other job positions that they say they look for inside hires first. They do not. 

On a final note tie your lunch up in many bags. Make it look as undesirable as possible. I've had my lunch stolen several times, container and all. Regardless of voicing my opinion, nothing was done.

This job has amazing holiday bonuses though.

>Wake up and catch a designated bus to the building.<
When in training, you sit iin a room and you learn how to read the script properly, working the programs and how everything functions. And that usually take 10 days of training while being paid min. wage.
Once graduated from being a trainee agent, you are now a junior agent. The one who has taught you how to work the programs and the script is your supervisor for the time you work there. You had to work 42hrs a week. There were different names for being a collections agent, which also stands your rank and how much you get paid 'Trainee Agent' to 'Junior agent' to 'Agent' to 'Super Agent' to 'Senior Agent'.
You sat in a cubical area and collected money from people who haven't paid their phone bills. You had to make decisions whether the person on the other line is telling the truth of not and having to either suspend their account, wave the fee's or activate their accounts. Sometimes you also had to talk to them and calm them down at times.
The management there you couldn't contact the actual management unless you called by phone, you mainly dealt with the supervisors or as your co-workers that are experienced.
The co-worker all worked with one another. No matter what happened with the calls we had to make if someone ended up frustrated, upset, distracted..etc. we all seemed to unite and help each other.
The hardest part of the job was mainly the way we were treated by the customers. I know that it is typical for someone to get angry with someone who has to call because of no payment done or for whatever reason, but its not necessary to have to deal with being called every name in the book just because your angry with that person.
The enjoyable part of the job was being able to challenge your co-workers. Every payment would go into a counter of 1rst 2nd and 3rd and you would end up becoming a better agent and get to have a new title if you are 1rst every week for a whole month. Which kept it entertaining while you were working there.

Im going to give an extremely honest review.
I was employed here for a few months and my coworkers were amazing. Although a lot of people complain about the call centre setting and consider it boring if you work with the right people it will be enjoyable.

The pay is good for what it is.
The #1 thing I didn't like about this job is that if you don't make a lot of sales you notice that certain managers show favoritism with those who do. Which can be discouraging.
It makes you feel like you're not good enough. 
If everybody gets treated the same in what is claimed to be a "professional" company, all the agents would enjoy their job a lot more. 
The hours are a pain (ex; sunday 10-6) you cant go to church if youre religious. They are also extremely unsympathetic to days where you have to call in sick due to personal reasons such as medical or family emergencies. 

One thing that makes this place extremely unprofessional is the fact that the call centre manager blatantly insults the team leads on the floor while other agents are taking calls.

To be very honest, the CCM can be insulting at times. And because of that I wouldnt recommend this job. 


I hope this review helps somebody out.

By the way, at the time of my employment this location was outbound sales.

Iqor is a place of under qualified management.  Management is unsupportive , not helpful when it comes to fixing client problems and hypocritical. They favour employees who get sales and whom they like. If you can't get sales and they don't like you, don't expect to stay long at iqor.  They are very strict when it comes to rules, for certain people. You are not allowed to eat, have bags, or read(occupy) yourself at your desk. You may quietly talk to your seat partner. You will get suspended for just about anything at this job. Including: eating at your desk ( which you will frequently see managers eating birthday cake on the floor), taking breathers between calls, exceeding your 10 min break or 30 min by even just a minute. Although pay is good, they amount of things you are put through, you will not look forward to coming to work the next day. Iqor is not a place of fairness and equality.  If you are looking for a relaxed, inclusive and fair job, try McDonald's you would have a better time there.

I learned a lot of things at iQor. iQor was a third party for Sprint Cellular in the United States of America. I learned about all of the cellular devices, how to fix certain technical issues, the most popular cellular devices to sell, I learned about plans, and how to make payment arrangements. Talking to customers was not always easy because they are usually angry or upset when they are calling in. I learned how to calm customers down in a professional way and get to their issue. After getting their problems fixed I was able to try to up sell and advise them of new plans and cellular devices they may be interested in. Working at iQor always gave you new things to learn about because new devices were always coming out as well as new plans. I took the time to also learn about competitors plans and services to compare and be ready when a customer calls in wanting to leave to another company.

Employees do drink on the floor and of course pot smokers are also smoking in parking lot for which management got warnings for several times. I myself smelled pot on my fellow colleagues many times so as the management but looks like management also drinks and smokes up while at work which is why they are so reluctant to do anything about it. They got sued and had to shut down the campaign few months back. Management is very incompetent. There are no set rules for anything, management promotes favouritism on the floor including big bosses. It is expensive to hire and keep good professional sales team. They cut short your pay checks always and never expect your commission cheque you just won't get it is because you will never meet score card. 
I worked there for two months and enjoyed three weeks paid training and left . for another better job offer.

I worked in a call center for close to 6 years as a Customer Finance Specialist/Customer Care Representative for Sprint (one of the top Mobile Carriers in the US). I have enjoyed it so much as everyday was a learning experience for me. I take each call as a challenge, building relationship and resolving customer’s issue was of utmost importance to me with minimal supervision. Thus, I was able to maintain excellent Customer Satisfaction (CSAT) and Quality Assurance (QA) rating ever since then and been consistently getting positive evaluations and became a Team Leader/Supervisor as a result of my hard work. 

I'm a hard worker with the experience to get things done efficiently. I can contribute my organizational skills and my ability to work well in a group. Most importantly, I am experienced in the areas this company needs to grow. I care about what I do and draw satisfaction from the pride I have in my work.

What is the best part of working at the company?
money but not alot  most years no wage increase , you may have numbers that will give you a raise but only top people get it even if you passed the bar , others were higher

What is the most stressful part about working at the company?
every week manager will tell you you may get fired even with good numbers , my last week at capital one was told i was bad at my job , but final numbers i was top agent in the office,  we were all moved to sprint 

What is the work environment and culture like at the company?
poor did not like us working at home but will not put in a office to work from , moves work over seas

What is a typical day like for you at the company?
busy and stessfull always worried if you say something wrong you be fired

Cons:
-Workplace is very hot in summer with no AC and cold in winter 
-Management try to force workers to do overtime and will punish you if you don't
-Not a diverse workforce and people will not talk to you if you're from a different background
-Management is not properly trained on how to deal with certain situations
-Favoritism is present (And if you're not the favorite you'll be forced to do standing jobs all day and not allowed to rotate)
-Management literally threatens workers 
-Will change your shift time without your consent and with little notice
-no recognition to hard workers
-smells bad...

Pro
-got free lunches and dinner when company met targets

A typical day at work involved clerical duties, including data entry and filing. I was also responsible for mailing statements and information in regards to existing files and greeting clients.

Management was very involved with daily duties and was very flexible.

Co-workers were great and help make the job a better place

The most challenging aspect of the job was getting clients to respond or acknowledge the information regarding their accounts.

The most enjoyable part of the job was working in a great environment and creating good relationships

Top Job Titles	Average salary
Agent de centre d'appel 1 salary reported	$17.50 per hour
Responsable service clients 2 salaries reported	$23.50 per hour
Représentant 1 salary reported	$18.00 per hour
Gestionnaire de collection 1 salary reported	$18.00 per hour
Customer specialist 1 salary reported	$23.50 per hour

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