customer service representative

team leader

technical support advisor

operations manager

software engineer

24-7 Intouch

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 think only 15-20% of the leaders and support staff were actually open to having you ask questions. The ones that were, we're very helpful and actually had a lot of knowledge they were willing to share.

My immediate supervisor only talked about himself during our "coaching sessions". When I did have a question or would point out incorrect information given by a floor support, he would interrupt me and just tell me that is the way it is. I had some colleagues that didn't even meet their supervisor until the 2nd or 3rd week out on the floor by themselves. 

The equipment was constantly shutting down and there was no tech support. There were no checks done on broken computer or signs indicating which ones were having issues. You would just find out after trying to load your profile and tools. Sometimes I had to try 3-4 stations before finding one that worked for my shift. There is no assinged seating so you just had to try and find a spot with a working computer. 

This is genuinely the worst call centre I have ever worked for! I was looking for another job within the first week. I am not saying this to cause a big fuss, I thought it was good to warn people that the other reviews on here are very misleading and were one of the reasons why I applied in the first place. 

The only time I would recommend this workplace if someone needed a job immediately, even then I would suggest they actively continue looking for something else.

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 on their end, but never offered an apology for embarassing you in front of the rest of the floor and becoming aggressively accusatory. 

The company and my experience as a whole was truly awesome due to the sense of community at the company as well as the valuable skills I built upon while I was there. Despite my negative experience towards the end of my employment, I still often consider reapplying again!
Avoid the Taylor location if you can.

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 have direct access in getting a project or update done. These should be handled in a proper manner according to our queue and planning, but never gets done. We are expected to get stuff done as quickly and efficiently as possible.
The most enjoyable part of the is working with the team, seeing our accomplishments addressed across the company for all our hard work, seeing our working projects being used daily by agents across the globe.

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" or a "good job" I got in trouble for signing out two minutes early.  That is exactly what they are like.

The mood is chaotic and disorganized.  Their software frequently doesn't work and, unless  you are persistent, it won't be fixed.  Nobody has time to help you, and if you ask you will be treated like a fool.

Call centres are hard enough on your mental health without being treated like garbage by your employer.  I finally decided it wasn't worth it.  As someone with management experience, these people don't know what they're doing.

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 experienced and seen, higher-level positions that aren't directly operations-related like quality assurance, real-time analysis, data analysis, etc generally have better management and teams overall.


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 enjoy working at 24-7 intouch very much and I hope I could still work as customer service representative in my future job.

A diverse, successful and promising outsourcing company, that provides lots of opportunities of employment in its various contact centers in USA & Canada. I am on the recruiting side and I love being a part of it, as we practice fair and diligent recruiting. We make sure that each applicant is given a fair chance to be considered for the role. Our recruiting hours are usually extended to accommodate all applicants who are working on the daytime.

I, myself, is very grateful to 24-7 Intouch for coming up with a platform that enable me to work remotely. I set my own hours but of course, I am expected to deliver results. I am a mother of a young child and this job has been very helpful for me to maintain my work/life balance. Thus, I am forever grateful.

I have been over a year with this company and I can say that the work culture is great. Our recruiting team is regarded as independent, mature professionals who are not micro-managed, which is the best part. Communication is very open with the whole recruiting team, with the recruiting leader and with the senior recruiting manager.

As per the pay, I'm ok with it. The fact that I can save on gas, exempt myself from winter driving, save some time for traveling back and forth to the office, are more than enough for me, to compare with a little pay difference that the other company might offer, with the same position that I have.

I am not speaking for anybody else, but as for myself, this is the best job for me that suits all my needs.

Thanks 24-7 Intouch! ;)

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.

A typical day of work consists of working with others and waiting for constructive criticism on the designs I create and submit. I can wear comfy clothing into the office (as long as its appropriate). I wait until the downtown lunch rush is over so I can go eat lunch. After lunch I work until I'm done for the day.

Management and co-workers are very welcoming and understanding. They are funny and good at telling you what they need you to do for them and what you need to work on. Head management really do care about the employees at the office and their well being. They take the time to meet employees and they give credit where credit is due with Monday 11:11 meetings which are for shout-outs and information.

The hardest part of my job is the distance and hours I have to work. It doesn't help that downtown parking is so expensive.

Even the hardest part of my job pales in comparison to the fact that this is the job I want to do. I love the sense of accomplishment I get to feel when I finish a project and know that someone somewhere is going to put it up or watch it. I also get to listen to music while I work all day.

I quit before the work started but there were many red flags. Was told schedule would be in stone but then was changed 4 times after, They make you use an app on your phone which essentially tracks you throughout your shift, your even asked to provide them with your current mood (Essentially a social engineering app) and on top of that you get penalized if you have any emergency come up or if you need to leave early to take care of a personal matter, even though I didn't start here it was made clear that work/life balance is non-existent with this job and they expect you to be at their becking call even when your not scheduled. 

From my experience in working in call centers this has to be the worst experience I've had thus far. All the red flags from places they tell you to stay from was present here. I'm looking forward to the day when all these corrupt businesses are powered by AI so they don't have to put people through the stress for this low of pay. 

My advice for anyone looking into this place, There's better jobs out there (You can do Better) and just keep looking cause this ain't it.

Top Job Titles	Average salary
Customer service representative 3 salaries reported	$16.33 per hour
Team leader 6 salaries reported	$37,000 per year
Technical support advisor 5 salaries reported	$17.06 per hour
Operations manager 3 salaries reported	$60,000 per year
Software engineer 6 salaries reported	$62,833 per year

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