Customer Service Representative | Winnipeg, MB | Oct 19, 2018
24/7 Intouch Winnipeg Waverley
Alright so where to start....
The hiring process was my first red flag. Had to wait two hours even though I had a scheduled interview. They were herding people in like cattle. During the actual interview, they pressured me to change my availability and hinted they wouldn't hire me unless I did. Found out later that others were hired with my original availability. I had to be interviewed by two different people even though they didn't ask me any relevant questions to determine if I was qualified. Also the interviewers were not able to answer my questions about the structure of the company, department or salary.
Training: The trainers themselves were very good. The resources and tools we're awful. We didn't have access to anything during training and just had to try and remember everything once we got on the floor. Hardly any practice which made the first week very difficult for the entire class. Lack of floor support. Had to wait with your hand up for 10-15mins while you had a customer on hold. The floor supports also gave different asnwers every time. It made it very difficult to understand what you were actually supposed to do. When you ask for an explanation on why we do a procedure (for more understanding) most had no idea and just would get irritated that you asked. The floor supports and TLs would be annoyed if you asked for help. They said when you go on the floor, "Don't be afraid to reach out to anyone. Everyone is happy to help." This was not true at all. I th
- Management is disorganized/does not communicate with each other, and will have you waiting days for a response to personal matters (even if you follow up daily). There is no accountability and little concern for employee privacy
- Trainers and management will promise CONTRACT employees that they have opportunities to move up within the company, then drop them at the end of the contract with no reasoning or next steps to apply for something else within the company. I was told I would have to complete the entire assessment and application process from the very BEGINNING if I wanted to move into another line of business within the company (something they willingly do for F/T employees)
- Toxic job culture that promotes work over everything: you will be constantly asked to work overtime while on a shift or on days off, management uses manipulative and condescending language with employees, no flexibility for your days off or shifts worked (you will be asked to sign a statement with an OPEN availability to be hired)
- You will constantly be messaged throughout your shift if you go over hold times, after call work times, or your break by a minute or two. They will boot you from the system if you do not reply or answer their check-ups quickly enough. Any efforts to go above and beyond/work extra hours/do extra work will not be recognized by management as they expect it from you anyways
- Uses a faulty punchcard system that does not synch with your set schedule, so you will have t
ProsWorking from home, Equipment provided, Decent hourly pay, Paid training
ConsLong hours, No shift flexibility, No opportunities for advancement, Toxic job culture, Manipulative management
Customer Service Representative | Winnipeg, MB | May 30, 2019
Perfect to build experience in a fun enviroment
I was very lucky to land a great client during my first placement in the company, which had very supportive team leads and trainers, as well as other great CSR's. Despite hectic times during peak business hours, the atmosphere was very supportive, fun and easy-going, but always had a level of professionalism! The experience team often had event/food days planned for everyone to enjoy and we often had activities in our area to participate in during bathroom brqqeaks or slower business hours. Team leads were genuinely very supportive of your advancement goals within the company and did their best to help you try to reach your goals.
During my second placement within the company I lasted 3 weeks until I gave up there. At first, the HR department was very supportive and understanding during the mandatory transition, however, became very condescending and extremely unhelpful when issues within the placement arisen. The CSR's at the time were overworked due to understaffing in that campaign and were often dismissed by team leads who were unfortunately a complete 180 to the team leads I dealt with prior. Our 2 week training period was cut into 3 days along with 1.5 days with a fellow CSR rather than our trainer due to the understaffing issue. We were then placed on the phones with little to no knowledge of how to handle the client calls, which umfortunately set is us up for failure. Team leads often belittled you and either accused you of things you weren't doing or were mistakes
ProsEasy-going work enviroment, the people who work there, many activity days
Perfect place to grow and learn, lifelong friends you will meet.
As a software developer, work was fast-paced and in demand at all times. There was always side discussions for other projects, and main projects to work on while still expected to handle maintenance requests and updates. You need to be able to handle a large workload at times, and handle multiple projects at once.
I've learned multitasking is an acquired skill, especially when handling multiple projects and tasks. Also, the increase of more client facing meetings and requests means we need to handle time-based work and more soft-skills (planning, status updates).
Management is great, and I haven't had an issue. Directors and VP's always smile when we pass by in the office, even though you have never worked with them or sat besides their desk. Friendly open office environment, where we can bring up any issues that come across. But it being addressed in a timely manner might be an issue, as it has to go through various levels of business to be approved (for example, salary increases).
Culture is great, team is wonderful to work with and the reason I stay committed to the company. I want to see each and every one of us succeed in our daily roles, and work together to benefit the company. Everyone here is always willing to help if you ask, or can point you in the right direction.
The hardest part is the constant requests that come in that might impose longer timelines for other projects, and also push deadlines. Having no buffer in between myself and Team Leads or VP's means they
ProsCulture, benefits, flexibility, team.
ConsLong hours, salary, sometimes higher management roadblocks, tedious tasks.
Customer Service Representative | Manitoba | Nov 23, 2015
Only Take it if You're Desperate
At first I was really hopeful. I did really well in my interview and felt that I was making a good impression in my training.
And then came the first day on the phones. They threw us into it with absolutely no hands-on training, nor had we had the opportunity to "Y-connect" which means to listen in on calls. They didn't even tell us what we were supposed to be doing; everyone was really confused. The job is easy enough to figure out, but if you do have a question the Team Leaders often treat you like you're stupid for even asking. I found some to be consistently rude without cause. I was doing fine, I didn't need to ask them anything unless it was very serious. Still, Leaders were always too busy to give me any time and I was treated like a nuisance for asking reasonable questions. I was good at it and thought I would be recognized for it. But I realized that the only way to get recognized is to ask happy customers to wait on the phone while you spend five minutes trying to find a supervisor that actually has a moment to give you. In spite of performing well without wasting anybody's time asking for a pat on the back, I found that I got nothing but negative feedback. They micromanage you like you're a complete idiot. You have to show up for work early so you're ready to take calls at the start of your shift, but you can't sign in even a minute early. I worked a thirteen hour day (when I showed up that day expecting to only work 8) and instead of a "thank you"
Customer Service Representative | Remote | Apr 26, 2022
Sub-par work place could use a management pyramid glow-up
24-7 Intouch has decent training environments, and there is plenty of content taught. However... depending on your contract, the after-training environments, and support you receive after training is minimal. The teams typically dedicated to assisting new trainees and fresh employees are overworked, and could use more help/more people to take off the work load. It’s just incredibly frustrating when you’re a new employee, who has no idea what they’re doing, and no one is available to help you or your customer.
Work security is low. I was put on temporary leave without pay, with only five days notice. You only get benefits after 6 months, and you’re on probation for 90 days. Getting a raise is hard, depending on which company you work for. Typically Intouch is pretty decent with coaching sessions every week/every few weeks to make sure you meet KPI standards and give tips, but in between these meetings, it’s unlikely to receive help or tips.
The punch-in system is often laggy and unresponsive, which leads to supervisors and managers barraging you for your whereabouts, and you getting mark-downs for seemingly not being online even when you are, and have calls/tickets to prove it.
I would have to say I’m relatively unhappy with the communication—lack thereof—between team members and the supervisors/managers. To request time off, you have to talk to 5 people, take screen shots of your request, hassle for it to be put on your calendar, then when you take time off, you’re stil
Customer Service Representative | Winnipeg, MB | Jun 9, 2022
VERY Hit or Miss: Depends on the Team
I've worked a year each as both a low-level "grunt" CSR and as a higher-level analyst and I can say that your experience will differ GREATLY based on the team you get stuck with.
As a regular CSR, I'm afraid to say that terrible management is the rule rather than the exception. Nearly every manager on the floor (and there were a lot of them) were either 1/5 or 2/5 in quality. They would force you to adhere to rules that they would blatantly break themselves, they couldn't be bothered to distinguish the good/professional employees from the bad, and they only cared about getting their paychecks then going home. Even as a basement-dwelling introvert, I could handle difficult clients no problem. But the terrible management grinds you down into dust over the months.
I only managed to get promoted to a more technical, higher-paying position because some higher-level managers on other teams took notice of my work ethic and professional conduct. While I would love to gush about my amazing analyst team and time I had there, I have to admit that this is not what the majority of regular CSR employees will experience.
In conclusion, I would advise taking a CSR position only if you are desperate and/or willing to take a chance that you MAY get promoted a few months down the line. If you are competent in written and spoken English (>= 25WPM), you are basically guaranteed a CSR job of some kind. As a CSR you only really get the “good” insurance after working for a year. From what I've
ProsLow barrier to entry (CSR), (possible) room for promotion, clean & modern facilities
ConsTerrible management (operations positions), need to wait 1 year for good insurance plan, you are essentially just another cog in the machine
Customer Service Representative | Winnipeg, MB | Dec 19, 2016
24-7 intouch is a dynamic company with pleasant working environment and collegues.
Usually we start our day by logging into the system, check updated policies and then take calls and help clients solving their issues regarding to our service.
During the time I spent in Intouch, I gained much knowledge dealing with difficult clients and how to use our soft skills to make them happy and enjoy our products. In the mean time, I also made lots of friends which I really appreciate.
The management in Intouch is quite good because it allows you to work both individually and within a team. You can always reach out for help if you want to and you can also solve the problem by yourself if you could. We often gather around to have team meetings to update information which make everyone feel refreshed and pleasant.
The hardest part of this job is when there is an escalating client on the phone and you already tried your best to assist him/her but he/she still feel so upset and maybe yelling at you. In this case, it's a challenge both to your ability and your psychology. But I could always figure a way to let them feel easier in the end.
I think the most enjoyable part of this job as a customer service representative is that you never feel alone. Your team is around you, your co-workers are very helpful and of similar age with you. All these factors make me feel so good when I'm working on my own. Sometimes I enjoy working alone, but most of the time I prefer team work and we all strive together for a higher target. That feeling is awesome!
In a word, I
ProsFree pizza in holidays and extra pays if choose to work overtime
ConsSometimes need to work late at night.
Customer Service Representative | Remote | Aug 8, 2022
Awful Experience So Far
So here’s my experience. I had an interview scheduled for a Friday and no one called me. I called the help line and the interview was scheduled for the following Monday. I had the interview (told me about the position and asked a few questions about my past positions, availability, etc.) and I was offered the job on the spot.
Everything was going good… or so I thought.
I ended up having my orientation for the program I was hired for three days later and then my equipment was shipped out. Three days before the on-boarding session everyone who was hired had been called to a google meeting and were told that the training would no longer be happening the next week. They gave us three other options so it wasn’t too bad.
However, this is were everything started going down hill. After the first position was canned they put me on another position then three business days later I get a call saying that program was cancelled along with the later start date for the first program I was hired for.
I was yet again “hired” for the last position available which starts a month out. Now in the mean time I will be looking for other work as this company does not make me feel confident enough to wait for the start date of this other account since that one will likely be cancelled too.
I really think this company should make sure the accounts they are hiring for will happen before “hiring” and “rehiring” people for positions that never get passed the “welcome to your new job” email.
Customer Service Representative | Winnipeg, MB | Jun 21, 2018
Unmotivating + Bad Management
I think 24-7 Intouch as a company does care about their employees especially in terms of providing support such as immediate answer to questions, free snacks day, games or any fun things. So kudos to the employee experience team (the only thing that's great in this company).
My problem is with the account though; I was assigned in an account with a toxic environment and bad management. I have never seen a manager who's words of encouragement includes "because of your bad performance, I'm going to be yelled at by our clients so do a good job!"
There's no flexibility with your schedule at all plus they have a really bad scheduling arrangement, the TL's look really stressed out and sometimes you feel bad to ask help from them because they have a lot going on. This is something wrong with a certain acct only though as I see that other employees from other accounts look happy with their jobs so...
The only enjoyable thing while I was in this company was the people I've been friends with, I met a lot of good people here (from TL's, to support and fellow agents) although almost all of us left already so this definitely says something about the management.
Prosgood people, good employee experience team
ConsStressful environment, Bad management, No flexible schedule (you can be lucky though)
Great career development, fluctuating support from management based on which client/program you work with
I have worked as a Team Leader for almost 2 years with the company now. Started as a CSR on phone calls for 3 months before moving to chat CSR for 1 more month. I was then able to move to QA and Team Lead shortly after.
When you apply to 24-7 InTouch, you may be able to choose which client or program you work with, many of which are Fortune 500 or Fortune 250 companies! This is exciting and fun as you begin a new adventure and get discounts for the client’s company that you work with. This will also absolutely determine your pay- working for a Fortune 250 company will likely get you more pay because the job will be more demanding and require more accountability from you. Whereas landing a job with a Fortune 1000 client will earn your less pay, but an easier job. You can also expect better career development with the Fortune 1000 clients vs a Fortune 100 client, since there will be less competition to “move up.”
The only benefits you’ll get are the typical health, dental, and vision. This accompanies a discount related to the client’s company you work with (ex. a discount on hotels if you work with a hotel company).
Note: I was told I would start receiving bonuses as a Team Leader over 1 year ago and still have not gotten a good reason as to why I have not yet. I don’t even have a goal for my KPIs so I know where I should be to earn said bonus. I wouldn’t consider bonuses a reliable “benefit” to working here.
Pay might be below average for some and above average for other
ProsEmployee discounts, career growth, nothing more!
ConsSalaries employees may get no breaks unless you want to work more, you pay for 100% of healthcare, no 401K, no stock options or equity, good chance on having poor management, bad salary for management when working 50-55+ hrs per week
I would have loved to stay with 24-7 longer, had some policies changed. My commute from Tampa to Clearwater was anywhere from 2 to 4 hours round trip, and I was originally only working 6 hours. Getting my schedule changed to full time was a nightmare, and when that was finally changed I had been there long enough and been jerked around long enough that I was done. Balancing my home life and work life was difficult, as I spent the majority of my day commuting to work and being at work. The time I spent at home was long enough to eat and go to bed. I did not go out on my days off, as those were spent catching up on household duties like laundry and dishes.
The compensation was mediocre. For the first 30 days, I was paid minimum wage, then $9/hr during the second month, and from the third month onward I was making $10/hr. The level of education did not matter, and the only way to get a raise was to get a promotion, and even then the most I'd heard of a pay increase was $2. I wish I could say the benefits made up for that, but those fell short as well. In order to take advantage of my employee discount for the campaign I represented, I had to meet or exceed the minimum stat requirements for my calls, and I firmly believed in delivering customer service, not delivering an excellent call to Quality Assurance. The fact that I had to meet expectations in order to use my employee discount was incredibly frustrating, and one of the factors that led to me leaving the company. The co
Pros2 half hour breaks
Cons9 hour shifts (including the 2 breaks), but they want 12 hour availability, benefits not worth the time
Poor support for good managers. Unethical leadership.
Worked here for 4 years and developed great skills.
As a front line agent, I was successful. I came to work on time, did my job well, avoided interaction with office drama and went home.
I performed well, learned something new everyday, adjusted to change (sometimes unfair and/or inconvenient) but observed and retained tips and tricks for dealing with software/hardware/seating/scheduling issues.
I never received a write-up as an agent (which is absolutely unheard of within this company's overall culture), but found myself terminated within months of my first write-up. At the time of my termination I had dedicated myself to the company for 4 years, and was a respected Operations Manager, with a team successfully meeting or exceeding client exepections.
Promotions are available to those who will accept additonal responsibilities without complaint and have the ability to appear to perform said responsibilities effectively.
New managers must be able to perform without significant supervision, mentoring or meaningful support from superiors.
Most Team Leaders and Operations Managers are ill-equipped to deal respectfully with people from all walks of life and have wrong-minded motivation for wanting to manage.
Few managers take the responsibility they have to those below them seriously, to ensure employees are supported in making their work smoothly coexist with their life.
The company will recognize and use skills of those equipped to manage people, but
ProsGood place to learn how to work under pressure, Some managers are supportive (against the overall grain of the organization)
ConsHeavy-handed attendance policies, Poorly mentored managers, Unethical business practices
Customer Service Representative | Mesa, AZ | Dec 17, 2018
Job is effortless
So the job culture depends on your location and which department you are in. Some departments are more strict/relaxed. Some departments pay more than others and the hours vary.
The atmosphere is relaxed dress is casual. Mesa says there is a dress code but I've seen people in the shortest of shorts and dirty/unprofessional outfits. I'm sure it just depends on your department and management
Most people stay because it is really easy. Its not a hard job and it doesn't take much to excel. The egos in management need to calm down I mean alot of them are young and they should be proud of themselves for moving up but the ego is what causes they spread of out of date information because you believe you know everything.
The hiring process is super relaxed they just mass hire and hope the terrible people quit but this job is easy and in Mesa the pay is much better than what other places pay even though it doesn't match the cost of living. And the probationary pay is insulting especially to those with experience. Unfortunately some training groups aren't as good as others so you may spend some time fixing new hire mistakes it can be frustrating.
I've worked some shifts were non of the TLs answer questions that can be annoying. I've worked some shifts were there weren't available computers and I was expected to wait around but because I can't clock in without a computer I don't really get paid.
You do have the ability to trade departments after 90days if you can make i
ProsCasual Dress, Little HR Events, Cafeteria, Easy Work, Nice People
ConsPay, Lack of Standards, Parking, Lack of Common Sense
Customer Service Representative | Orlando, FL | May 30, 2022
I worked here (as a sephora BA) for what felt like YEARS but was actually a very short amount of time. They hire you under the impression that you'll have 2 weeks of training when in reality it's 1 week of learning what to do and then they immediately put you to answer calls when you don't actually know what's going on yet. After you get the hang of it it's not too bad just incredibly annoying how you get calls back to back NONSTOP all day. You can barely take a sip of water. I would clock in and work my shifts then get a call later in the day asking why I wasn't at work (the people who asked even helped me with calls while I was working?). My calls (which are supposed to be recorded) never saved either so I could never get any feedback on my work. The system never registering my punches led to me losing all my points so I would later be unable to use those points to request any time off. I was asked BEFORE I was hired if I needed any days off in the first 90 days. After I was hired I ended up having an appointment and an event that I needed days off for so I let HR And management know during my first week of training and all my emails and calls were ignored until the schedule was already posted and I didn't get the days off because I "stated I wouldn't need time off" (the attached image was dated weeks before I was hired, how was I supposed to know I'd have an appointment weeks later?) I called out because I didn't have any points to make up for the shift. I quit via an ema
Attitude, patience, approach, work ethic and interest in helping the company/LOB succeed will get you separated from the crowd.
The rest we will teach.
Don't get me wrong. Already having the skills and experience is always a plus, but in a environment/culture like 24-7 Intouch has created I've found that it is more effective to stand out quietly and respectfully. Too many times I have seen a extremely talented individual state that they love this job and offer to help with any and everything then run laps around his team only to feel entitled to either special treatment, higher pay or a higher position. If the person does not get these things in the time frame they deem acceptable they begin to become difficult to coach due to feeling superior and unwilling to portray someone who wants to grow with the company. This happens too often here.
My experience with the company has been pretty straight forward. I came to work on time, did the work as best as I could, was coachable at all times, refused to "clique up", took every opportunity to learn supervisors preference when it came to my work and maintained a positive attitude/optimistic attitude at all times while at the workplace. Just the bare minimum or basic things that most jobs would want and expect you to do, nothing more and nothing less. After a few months of this I showed interest in more responsibility. That turned into learning other positions which gave me more insight on the company's day to day functions all ar
ProsUnderstanding of personal circumstances
ConsSometimes too understanding of personal circumstances
Questions and answers about 24-7 Intouch
What is the promotion process like at 24-7 Intouch?
Asked Nov 13, 2022
No promotion until there is a new opening in your province
Answered Sep 19, 2023
Tough and unlikely
Answered Jul 12, 2023
How often do you get a raise at 24-7 Intouch?
Asked Nov 13, 2022
Answered Jul 14, 2023
Never but I moved up in the company twice
Answered Jun 15, 2023
Does 24-7 Intouch allow for flexible working hours? Or are the hours set?
Asked Oct 24, 2018
Zero flexibility! They promise smooth work life balance but that's just empty words. They expect you to comply with their ridiculous working hour which really don't work for people who have family!
Answered Jul 1, 2022
No flexibility at all, you will work when they say. If that means you opened at 7 this week and 2:30 the next, then back to 7 the following, they're okay with that.
Answered Jun 3, 2022
What is 24-7 Intouch holiday leave policy? How much holiday leave do you get per year?