Customer Service Representative | Fredericton, NB | May 7, 2014
Feels like being in high school again.
I worked for Minacs for about 6 months before finding a profession in my field. During these six months , I can not say that I was overly impressed with any part of Minacs.
To start off , they are constantly hiring (2-3 classes of 20 or so people per month at my centre alone) because they can not keep the customer representative they have. After discussing this issue with management , I found out that in a months time it is possible to lose around 40 employees (A good example is that from the training class after mine , they hired 18, there are 4 left and all of them have put in their two weeks notice). When I was hired , they didn't have the space to accommodate a new training class as there were already 2 in effect so we were put in a dark corner in the back of the centre where we didn't have any hands on training until the class before us "graduated". We did not have a formal trainer so they had two reps from the sales team teach us (I am in no way complaining about the trainers I had at the start as they were wonderful but still did not have the appropriate training to be a Minacs trainer). Halfway through , they decide to switch trainers to a formal one so in the span of six weeks , I was trained by three different employees.
For bilingual people ; if you are expecting to have your regular bilingual wage as soon as you start working for Minacs , think again ! You are not allowed to have your premium until you hit the floor (six weeks after you are hired) even though
ProsGreat Team Leads, incentives, tons of hours
ConsExtreme difficulty at being an organized company
3.0
Customer Service Representative | Peterborough, ON | Dec 6, 2020
A Mixed bag
The work environment is a mixed bag to put it simply. There are some pros and cons this will get a little long.
One thing to note is, while you technically work for Concentrix, you really end up representing their client as you do with all call center jobs.
The customer side of things:
Before covid, most of the customers were the mix of 80% good and 20 % bad, a lot of entitlement and people going on about how much money they have BUT you do get the sweet people who just need a little help, a how-to or are more than ready to go along with the steps/plan you provide. Any annoying customers can easily slip your mind with how busy it does get and a few laughs with your co-workers to vent and helps relieve some of the tension. (and oh boy will you hear some stories.)
However with covid, the amount of entitled, rude and nasty. You'll be blamed for everything and anything the customer can think of over policies you do not control. A thick skin is practically required.
The job side of things:
Very fast-paced, you only have about 7 seconds between calls with little rest between them. You are clocked on all bathroom (bio) breaks and will be watched carefully if you're in certain AUX states for too long. You are expected to write highly detailed legible notes without your allotted time of 5 minutes max going over. If you do go over, it is noted and you will be coached on how to improve. You are staring at a screen all day so it can hurt the eyes after a while.
Customers will to
Customer Service Representative | Hamilton, ON | Jul 25, 2020
One of the worst work experience you may have
I was advised to go for a job interview by an employment agency and that was the probably one of the worst things I've ever done, career wise. The interview was quite easy, it turned out they just needed people regardless of what qualifications you have! So I was accepted on the spot as long as I spoke English and knew how to use a computer which I clearly did.
I was asked to attend training the following Monday.
Once I arrived a found a batch of 25 other individual all joining my training class. By the end of training we were down to 12, the majority of people just dropped off because of the nature of the training which was far from being constructed or navigated properly. The instructor literally had communication problems with the majority of us. Those classes were mundane and redundant, we kept covering the same theoretical material instead of being properly trained on the software we'll be using from the get-go.
Once I hit the floor and started the actual job, I could clearly see what I got myself into! It was a complete and utter mess. There was no sense of order whatsoever. The team leaders were extremely hostile and rude, we had to depend on other agents for help and in all honesty they were the best. They weren't paid extra to guide you through your difficulties but they did it any ways so a BIG THANK YOU TO THE COWORKERS. Scheduling was a mess. The tasks we're asked to do in as customer service agents in banking was immense for the pay we got! You have to ta
1.0
Call Center Representative | Oshawa, ON | Jun 15, 2015
Psychologically a very difficult place to work
There are hundreds of workers on the floor at a time, but no structured seating. So, every day you're working beside someone that you've never seen before. Team Leaders change weekly, and notifications are sent out by email which let you know their name. You cannot email out, so issues with your Team Leader must be done in person (only an issue if you haven't met them yet and don't know what they look like). Most chairs and desks are broken, so it's difficult to find a place to work before your shift. It can take about 20 minutes, and usually you end up settling for something that's close enough. The hours can be very long and your days off could be at opposite ends of the week. So, you could end up working 11 hour shifts for almost 2 weeks before seeing a day off. The time between calls is about 3 seconds, so there's no time to take a sip of coffee, for example, and the average call is about 45 seconds. Employees are expected to keep up to date on emails and forums between calls (again, about 3 seconds between calls). There is a substantial amount of information to read, and forum articles have a quiz at the end of each to make sure that you're absorbing the information. There is always a possibility that you're going to get an emergency call, even if you're not in that department. The turn over rate is very high, which can be depressing. Not 1 person from my training class of about 25 was still there a month after training finished. Emails were sent out from time to time sa
ProsCafeteria on site, friendly team leaders, benefits after probation
ConsLong hours, irregular days off, made to feel disposable, broken equipment, etc
1.0
Customer Service Representative | Chatham-Kent, ON | Sept 26, 2014
A depressing place to work.
I went in to this job knowing it would be stressful and that the turnover rate is really high. I thought I would be able to stick it out for at least a year or so.. I was wrong. The training for the job was great and very thorough but nothing can really prepare you for once you hit the floor. It was so difficult at first because it was often very tough to find a supervisor/TL for questions or assistance. I felt like I was guessing most of the time.
Many TLs clearly could not care less about helping anyone (employees nor customers). I came across many situations that TLs often did not know the answer to either and would just guess to give you an answer and shut you up. I avoided my TL specifically because when I would walk up to her to ask a question when I first came out of training she was clearly very annoyed.
There are nice people that work there and that are willing to help out, but for the most part the atmosphere of the place is very depressing. No one wants to be there. No one wants to really help a customer. I was shocked during training when I would hear agents put customers on mute and mock them while they were still talking on the line.
Making any future plans is near impossible since you cannot book days off. You can only trade shifts which only successfully happens once in a blue moon (I only successfully traded a shift once in my 6 months there).
While I was employed at Minacs they were expanding a lot, running tons of training class
ProsLearning new systems, when you actually get to help a customer
ConsCannot make future plans, not a lot of help, bad attitudes, unorganized, crowded, stressful
3.0
Senior Customer Support Representative | Niagara Falls, ON | Aug 10, 2017
Pleasant and Supportive Work Environment
A typical day at work involves supporting multiple customers at a time over a chat based forum with account and billing issues, or supporting the first tier inbound level advisors with issues they need assistance with, or customers they are unable to work with.
I have learned the Mac OS and productions systems, some technical skills pertaining to software for both Mac and PC, as well as new billing management systems, soft skills for better customer interactions, and extensive problem solving tactics to provide excellent customer service.
Management is a two level hierarchy, the management within the building is for the most part fantastic, they work directly with the client whose systems we support to relay trends, and emerging issues. The Client, being the second level management has a very well defined way of how they would like us to operate their systems but provide little flexibility for human nature as it comes to us. While thy do strive to improve the work flow, they are lacking somewhat in knowledge of the front-line support, which causes a high turnover rate.
The workplace culture is better than most places, our Human Resources and Advocate committees try to maintain workplace morale by hosting events and fundraisers. The staff in this location are fantastic and a culture of teamwork and support is nurtured by our direct management and team leaders. Seeing the people I work with everyday is without a doubt the best part of the job.
The hardest part of th
ProsThey were able to accomodate my schedule for my childcare needs
ConsThe pay is capped below industry standard, and unfortunately no amount of hard work can advance you any further within the company
There was an amazing advisor who worked there. She was wonderful at her job and was amazing to be around. As time went on, I watched her light vanish and she started having mental health issues. It was blatant, she lost weight and cried a lot. She was told by her manager that her demeanour was “miserable be around and had a chip on her shoulder” but she has clinical depression?
I basically watched this bright young woman be a spark and everyone loved her and then wondering if she would be alive they next.
Human Resources was useless for her and threatened to take away her accommodation. She did not want to listen to advisors concerns and dismissed them. She was constantly belittled and reprimanded for performing poorly even though they weren’t actually helping her reduce stress. Even the EAP referral was a joke and it was an advisor to actually handed it to her instead of HR. HR said there’s information out there and you can grab one.
The long term affects of working here for Less than two years are absolutely disgusting.
The work is stressful to the max, the hospital has made multiple comments to me when I’ve been there about how concentrix employees come in so often and they hear HRs a mess to deal with. They willingly give time off notes because of the volume.
Also, you’re not allowed to take time off phones for mental health reasons, and you’re expected to take calls through anxiety attacks and tears while you’re being screamed at. And if you ask for
ProsGreat coworkers
ConsHR is not helpful, you can’t change your hours, no one really cares, Center is a biohazard
Aditya Birla Minacs in Oshawa, ON. Lets start with the good. You will meet some great people. People that you can definitely call "friend". After this, there are only negatives. I had the great displeasure of working for Onstar, General Motors' in-vehicle navigation and assistance system. If you work in the Subscriber department, get ready to spend 9 1/2 hours talking to idiotic drivers on refurbished headsets, broken chairs, and filthy workstations. Forget about sitting with people you know or even your team leader. There are no assigned desks so you could be across the room from anyone you may know. If you happen to work for the sales team setting up the Onstar service for new and returning customers, get ready to be sabotaged on a daily basis by dealer sales reps looking to make themselves look better in front of the customers by revealing company sales scripting. The result: the dealer rep looks good by revealing inside information to the customer and you miss out on sales, commission, and your stats suffer as a whole. Then there's the management. Consider yourself lucky if you are assigned to a team leader that genuinely wants you to do better and will help you to accomplish your service and sales goals. These good team leaders are few and far between. You will see first hand favoritism towards some agents and laziness from team leaders as they pass the buck to team leaders that actually do the work. You will see first hand agents that barely spend time on the phone and
ProsGood People To Meet
ConsCleanliness of entire call centre, constantly changing scripting, favoritism, location
3.0
Customer Service Representative | Oshawa, ON | Sept 14, 2017
A really review
When I first started with this company we had fun, we were laughing and having fun the customer experience was number one and training was held to a higher standard. I feel bad for anyone that starts now they changed training from 8 weeks for 5 days, which is no where near enough time to learn the basics and how to handle an upset customer with vehicle concerns. Some of the team managers are great they are honest with you and do not beat around the bush, it's the managers that are above them that have the real problem, they turn a blind eye to everything that goes on. They praise you with a ballon if your good and nothing if your bad it is insulting as everyone deserves to be lifted up. The post signs about what you could have if you didn't miss days they call you out for being in the bathroom longer than three minutes. Basic human rights, they never praise what is done well they focus on the negatives, you can be working 60 hour weeks and they will find what you did wrong. The pay is bad for this kind of work many people leave and go to competitors to do the same work for more money. Do not settle if you do not have to. The hr lady is. Joke, they underpaid me half my cheque one week and she didn't believe me and sent me away to find someone else, she has no idea what goes on and doesn't care. She doesn't know anyone's names and she spends here time when she is in walking around. Honestly this is a job, it's not the worst but it is near close to it. They hire so many people b
ProsCoworkers and that's it
ConsLong hours, forget to pay you for worked hours, hr lady is a joke and the whole operation is a joke
3.0
Customer Service Representative | New Glasgow, NS | Sept 8, 2015
Best part of job was coworkers and benefits
Working at a call centre is VERY stressful, finding information for callers as quickly as possible. Typical day at work was going on the phone and taking one call right after the other. Being on the phone and constantly being timed for everything and also being recorded is hard. I enjoy helping people but definitely did not like getting penalized by their point system (which supposedly resulted in what shift and any bonuses I was eligible for) when I took the time to resolve the issue. Many times I was told I could have/should have done it faster...and that seemed to be the focus, not that I resolved the issue or gave out accurate information, but how quickly I was able to do it. The hardest part of the job wasn't in fact helping those who called, it was being reviewed and the pat phrase used by all managers was "What could you have done better?" so you are always feeling your best was never good enough. My co-workers were great tho and tried to help when needed,although they were also busy trying to meet their own metrics, and they did help relieve some of the stress. The benefits were really good tho, that is one thing I will say, as we had prescription, dental, vision, and things like massage therapy etc. Most companies seem to hire for part time and don't provide any benefits, so that was definitely a plus. I did learn that I can multi-task and handle using all kinds of different programs and could use my knowledge to find a 'back way' of finding information whenever
Prosgreat benefits
Consalways being asked "What could you have done better"
The "interview" was supposed to take 30 minutes minimum. The entire thing lasted 14 minutes. A couple mundane questions and a job offer. The recruiter said they were not at liberty to tell me the company I would be doing the job for. I received a few emails directing me to their website to fill out different forms electronically, read through some documents etc. Received an email from a company that I had to travel to in order to complete a i9 form. Another email from the recruiter saying I would be receiving more info via email regarding training, from my trainer.
The evening before I was to start training, I received an email giving me a link of a zoom room to log into to start training. Once you show up, you are welcomed and sent to different rooms for orientation, this that and the other. Very confusing. This is all done on your personal PC. They send you a work computer to arrive the following day, then you spend the next day getting it set up, all the links and apps you need to work. Setting up user names and passwords. The third day, you go to their "concentrix university" and start taking self paced introductory courses. All slides and sound clips. Very easy.
Now to the actual training. Trainer was nice and professional but they do not train you in what you will actually be doing very well. That is all glossed over here and there. It's mostly slide shows, a few videos here and there and it's mostly about the company you are contracted to work for. Fast forward a
ProsPros? Days off away from this is the only pro I can think of.
ConsRead my post, that should say it all.
1.0
Technical Support Engineer (m/w/d) | Home Office | Mar 3, 2022
Reinste absichtliche Täuschung
Im Bewerbungsgespräch heiß es Teilzeit möglich aber Schulung muss Vollzeit sein nach der Schulung will dann niemand etwas davon wissen und es ist nur Vollzeit möglich.
Es wird erwartet zusätzlich zu den 8 Stunden täglich auch noch länger zu machen, wenn die "Line" es erfordert, wenn um 20 Uhr Feierabend ist am Sonntag dann gefälligst auch bis 20:00 an der Line bleiben und wenn dir dann noch ein Kunde reinkommt um 20:00 und der Hilfe braucht dann gefälligst auch mit dem reden bis das Problem gelöst ist.
(Lösungen können varieren von 5 Minuten ~ das ist auch die Erwartung vom Unternehmen alles UNTER 5 Minuten ist nämlich nicht Kundenfreundlich genug ~ bis hin zu 60 Minuten oder mehrtägigen Support.
Nachdem man dort eine Weile tätig ist und den ganzen Papierkram unterschrieben hat und schon Wochen dort arbeitet wollen die denn auf einmal Unterschriften auf einer Freigabe, dass die ALLES lesen können was du am Rechner machst (ok ist ein Firmenrechner verständlich) und Kontrolle über sämtliche Programme haben (das INKLUDIERT die Webcam im HOMEOFFICE) davon war bei Bewerbung nie die Rede und in der Schulung auch nicht. Es ging auch darum das die sich JEDERZEIT wenn DIE arbeiten drauf schalten können. Das heißt im ungünstigsten Fall bist du in deiner Mittagspause Duschen und der die Leute da wollten gerade gucken was du bis jetzt gemacht hast und neugierig wie Menschen sind Bumm Webcam an.
Wieder ein paar Mitarbeiter verloren, da diese nicht beobachtet werden sollten.
VERSPRECHEN:
Your mental Health is a battery, your thrown out once its spent.
Let this set the tone, Toilets were always closed for cleaning but were never clean. The Work Culture is everyone hates working here and we are not paid anywhere near enough. A normal day at Concentix went like this... On a Good day. You would get to the overflow car park around the back of the second building, walk five minuets and finally get in. Now bear in mind the car park on a busy day is at about 50-60% capacity at any one time however there was a 2 Year waiting list which to be honest is just a blanket statement. Now you get upstairs into your department, fantastic. you dont have a seat! its hotdesking. So you have to find a computer and mark it by putting your coat and belongings on the desk. You turn your computer on ready. plug in a headset and go for breakfast which is actually really good. So you get back to your desk to find your headset has been stolen and sometimes even your computer as you'll often find your coat on a desk at the end of the row. This will be your fault too in the managements eyes.
Now lets start work which you've had at best a crash course in training for. Not exaggerating here, The customer always knows more about the product and how it works then you. Even when you are tenured. Im not even joking. Your basically there to nodd and agree and if you dont know how to fix an issue you can talk to a condescending floor support who will talk down at you, make you feel worse and tell you to look for a knowledge article that doesn't exist. fail
3.0
Senior Customer Service Representative | Tucson, AZ | May 31, 2016
My time at Convergys
I worked as a Pharmacy Technician with this company and my experience with some of the agents was not so pleasant. It was like I was entering back into high school all over again, The mentality of some of the agents there are very immature. I have addressed these situations to Team Leads, but the problems still persisted. It is so sad what the Team Leaders have to deal with sometimes there when it comes to unruly agents. Most of my team leads were nice, except for one Team Leader who was not at all understanding and did not have the soft skills to be a Team Leader. I did try my best to be the better person, but there were times when I just wanted to change over to a new supervisor, but I stuck it out silently until I was switched to the nicest Team Leader ever. The culture here is like a three ring circus, there is no structure here The training for the Pharmacy Tech class is ONE WEEK, and they expect you to know all of the SOP's and the Job Aids right away, or else you get docked on your quality scores. Not the Trainer or Team Leaders fault, it is the Company who is contacted with Convergys fault, they are the ones who are pressuring them to pressure the agents to meet all of these goals in such a short amount of time. After the second week on the job you are put on the phones. You have Assistant Coaches to the Team Leaders and Trainers, who are there to answer all of your questions, when you are stuck on a call, and you do not know how to assist the patient. Also you have
ProsSchedule was great, most of the Team Leads were patient and understanding, I liked assisting patients, doctors, and nurses with prescriptions, opportunities for advancement.
ConsWork culture, some of the company's policies did not agree with, unrealistic AHT and ATT goals
2.0
Customer Service Representative | Derry | Jul 20, 2021
Mixed emotions
Basically you’re a number. I have crippling depression because of this job. You go over your break by 2 mins? Work it back after your shift ends. Heaven forbid you need the toilet you only get 10 mins or if you get a bad call only 10 mins to calm down. If you can sell ice to the Alaskans this is the perfect job because sales is all they will ever care about and your stats. I did get dismissed for not making sales absolutely no regard for anything else or any other aspect taken into consideration. If you have good wifi this is a plus because the systems are absolutely shocking. God help you if you forget any logins takes forever to get back in. Need a day off for an event/ special occasion or the fact that YOU ARE ALLOWED. Very slight chance of getting it because they don’t have the hours but will offer it on the day you want it and that could be at any point during your shift because they’ve got too many agents on the line. Some of the managers are absolutely amazing will go above and beyond others will bark and tell you what you did wrong which isn’t bad but the delivery is poor. The managers and agents really feel the heat from the higher ups and the client itself so clearly the issue lies with the real people who are in charge but then they take all the credit when “awards” are given out at the end of the year thanking everyone when it’s them who are the problem from barking at managers who then bark at agents. Communication and consideration is disregarded and poor. The
ProsMade some friends
ConsToo many to name
3.0
Customer Service Representative | Albuquerque, NM | Dec 1, 2018
It was great at first, then starts to wear thin
Convergys's Sam's Club contract was described by the company as little pressure, that we would have a lot of freedom and flexibility with how we deal with the customers and what we can do to make them happy, that front line would not be a demanding position and that a lot of calls would simply be transfers to the correct department or small value returns.
We were fed a boat load of lies by Sam's Club and Convergys, I guess.
At first, we were allowed to take a few minutes of aftercall to create reports for every incident. That is how I learned to do my job. It allows me to pay full attention to the customers needs without getting distracted by the report and having to type it during the call. It works very well for me. I type important notes during the call in a note pad, and then after the call i give a minute to think of what I did well, what I did wrong, and then I type my report. I do not exploit the system and average 3-5 mins for most calls. Difficult and important ones can take up to 10 minutes. It's right to take the time to create a detailed report if it's needed. All in all, I spend approx. 1-1:30 hrs/day writing reports.
Recently because people have been exploiting the system and using it to do nothing. The top management recently told the trainers that there are many employees that spend almost half the day, 3-4 hrs in aftercall or hiding in aux, so instead of punishing the people that are blatantly abusing the system, we ALL get yelled at every
If you want a job that is fun, treats you fairly and cares about you as a person, don’t bother applying!
This is a long rant but before you apply, please read this, believe I’m not being dramatic and have a long, hard think about whether you want to work for this company.
This is the worst job I have ever worked in. The company as a whole is appalling and don’t even get me started on how it is ran and the managers who sit on their bums and do nothing. I had a better time working at McDonald’s flipping burgers than I did at this job. You can never get any holidays/time off, they constantly get denied and you don’t have a leg to stand on unless you’ve booked them months in advance and then maybe just maybe you might be allowed them - if you have any kind of family problem or any form of situation in which you need to leave work for, don’t expect any sympathy or for it to be put down as holiday. You’ll get guilt tripped into staying or working back hours for doctors appointments or for anything really. You literally get watched like a hawk - I felt so uncomfortable on a daily basis because ‘team leaders’ would sit on their bums and talk all day doing nothing but as soon as you took a one minute breather, they were all over you asking why you weren’t in ‘ready’. It got to a point where I couldn’t move without someone coming over to me and questioning what I was doing and why I was doing it. I also personally suffer with really bad anxiety and towards the end of me working here, it was the last thing they cared about and actually used it against me to dismiss me of my role. If you
ProsOk pay, benefits for gym, friends from training
ConsEverything other than the above pros! Management, atmosphere, everything!
1.0
Customer Service Representative | Tampa, FL | Jan 6, 2019
Make This Place Your Very Last Resort!
I recently, and briefly worked for this company as a Seasonal CSR. As others have pointed out, this place is extremely unprofessional!
The very worst that East Tampa has to offer!
Although Convergys/Concentix (whichever they call themselves) claims to have a dress code, it's not enforced at all. The vast majority of the employees come to work dressed like they either spent the night hanging out on a street corner, or just rolled out of bed without bathing or properly grooming themselves.
Individuals go outside and smoke marijuana, then, they come back inside the building smelling just like it. The parking lot is full of trash, and physical altercations happen just about every single day!
While I was in training, I could never concentrate due to all of the noise being made by several of the young, immature, attention seeking individuals. They used profane language, spoke about inappropriate acts, and had constant outbursts!
I could go on, and on with these descriptions.
The trainer could not control them, and sometimes, seemed as if he wasn't even trying. Let's face it, they acted this way because they could.
Since I wasn't permitted to learn anything, at times, I would sit there and simply observe their behavior. All I could think to myself was, "Someone definitely failed these people during their formative years."
To some degree, I actually felt sorry for them. 9 times out of 10, most will never change. Every place they go, trouble will follow,
You should avoid this company. They are badly organised and micromanage. The only time I would suggest working for them is if you are looking for somewhere to work for 2 - 3 months until you find a better job.
Answered Sept 6, 2018
Why did you leave your job at Concentrix?
Asked Mar 27, 2017
They discriminated against my female black friend because of a competition brand she worked for prior called SP data concentric is evil and discriminatory
Answered Nov 12, 2020
Made an online comment suggesting something might be inappropriate about a race. (Note: this race is part of my family) Made further reply that yes it's a horrible idea, not one that I condone, but historically it's happened before. Someone didn't like this idea, looked online hard enough (face it, was embarrassed to work for this company) to find one business site that had my name/employer. Contacted with this, they immediately erased had my work-at-home computer and fired me. There was no, let's bring you in and have a discussion. You're fired. This happened to male worker I knew who didn't do what a female co-worker wanted, so she pulled the harassment card out and had him fired. ...later they rehired him. They want to be seen as an upstanding and unprejudiced employer, but truth being told, they are ethically corrupt and only do it because they do a wonderful job of exploiting any marginalized group for their own profits. There a pile of great people of different races, religions, gender-orientation, etc that have been underpaid for what they're worth for years there.
Answered Sept 2, 2020
What are the working hours at Concentrix?
Asked Mar 17, 2017
Varies and changes a lot. 8.5 hour shifts
Answered Jan 26, 2021
40 hours per week
Answered May 24, 2019
What would you suggest Concentrix management do to prevent others from leaving?
Asked Mar 27, 2017
Better pay. Empathy for agents on the part of management and HR reps. Not messing up agents' pay frequently. No forced overtime. Management that is willing to actually work with the agents to help them improve, not just send them emails with a laundry list of things to improve. Actually sitting down to help them.
Oh yeah, and they could treat agents like human beings with actual lives outside of work. There was absolutely no work/life balance.
Answered Aug 20, 2020
Maybe stop treating everyone like garbage 🤷🏻♀️ Just a thought
Answered Jun 5, 2019
If you were to leave Concentrix, what would be the reason?
