téléphoniste

service à la clientèle

customer service representative

agent de centre d'appel

ANSWER 365

I have worked at several different types of call centre positions, and this one by far has the WORST training. Day one is basically a four hour orientation, and on day two you are on the phones. All they do is go through a few basic script options and throw you to the wolves. There were multiple times accounts came up that we were not shown because the trainer "forgot". The idea that all of the accounts are basically the same is a flat out lie, they answer for over 800 clients. 
They lead with the idea that the majority of callers are not rude, which again, is not true. You will be answering for housing and majority of their callers are upset/irate as they've been calling over and over about the same issue. You are expected to simply take the abuse, absolutely under no circumstances are you allowed to hang up, no matter how aggressive/abusive the caller becomes.
The work/life balance is terrible, there are essentially no exceptions for attendance. If you get sick, have a family member pass, experience a personal emergency, good luck! They'll likely just fire you for it. 
There's blatant favouritism with agents. The software is extremely outdated. If you accidentally tabbed forward too quickly, congratulations, you cannot go back and get ANY of that information. You may have to ask a caller to repeat EVERYTHING. Their directories within the software to search addresses etc typically do not work properly.
Their QA is genuinely ridiculous, the strictest out of any I've seen. No more than 3 seconds dead air, and they want you to attempt to pronounce someone's name, even if you know you'll say it wrong. 
I would not recommend working here to anyone. 

What is the best part of working at the company?
That you were treated like an actual person.  My supervisor AJ was always respectful and understanding.  The people I worked with were very easy going.  I would definitely stay on permanently if they had positions available 

What is the most stressful part about working at the company?
I found there wasn't anything really stressful other than the lack of hours some days but I was just on temporarily 

What is the work environment and culture like at the company?
Call centre.  You would have many people with different backgrounds 

What is a typical day like for you at the company?
I would arrive, ask where I was calling, log in on the computer and start my calls.  Sometimes I would be instructed to do calls in different provinces throughout my shift.  I did outbound and inbound calls

The employees are fun and easy to get along with, but the real problem lies with the upper management. If you make a mistake, they're extremely unforgiving. They'll hire anyone and be super sweet to you for a few months until you're settled in and then you'll be their latest target. 

Management (and some of the operators) are very toxic and expect you to know everything, even if you were just hired yesterday. Training consists of going over the accounts without knowing anything about them and then taking calls on said accounts. Script errors are common and no one does a thing to fix them, computers are still operating with Windows 7 and the system is from the 1990s.  

I worked at Answer365 for under a year. The beginning was very fun, my colleagues were very nice & fun to talk to in between taking calls. 4 months in, I chose to start working remotely and I started to realize that their expectations began to rise. They are very strict about the way we take calls & it can be stressful. Sometimes, it felt like there was no room to make mistakes. The customers are also something that can tend to cause stress. Management could sometimes be rude & unaccepting of mistakes. Other than that, the pay wasn't absolutely horrible & some of the companies we answered for were very fun to work with. 

The culture is swathed in negativity and management hasn't a clue what is going on half the time. The training is by far the worst I've experienced in my adult working life. They will throw you into the jankiest software you've ever used and will point and tell you what to click without reviewing the scripts or necessary information to set you up for success. The mantra "It's all basically the same" is an outright lie as there are over 700 clients to deal with. You'll be working in a tiny living room of a house on Mountain Rd that is NOT in compliance with COVID protocols. No one wears a mask nor do they have any measures what so ever in place to social distance.

At first the job felt like a great place to be, I felt appreciated and I felt I could do great things. But soon the fog cleared and I learned just how toxic it really is to work here. Management treats you like you’re replaceable and will fire you far easier than any other job I’ve had. I’m grateful I chose to leave when I did, rather than continuing to stress myself further for a job that doesn’t appreciate their staff. Their willingness to say things about employees where other can hear is just absurd, and I wanted to quit in less than a year after starting.

Great co- workers, a lot lacking in management one in particular. Hired for ft hours but seldom get them, lack of training go over a few accounts and then put you on the phones. No work/life balance you are expected to work every weekend, they do not schedule enough people on shifts trying to save money but then the que is backed up because there is not enough people scheduled. God forbid you are sick they still expect you to come in for your shift.  They do not retain employees for very long which says something about the work place.

What is the best part of working at the company?
The people there. They care about you. 

What is the most stressful part about working at the company?
The camx guidelines make call flow very restricted, and they QA based on those guidelines.

What is the work environment and culture like at the company?
Generally pretty relaxed overall.

What is a typical day like for you at the company?
Being extremely frustrated at the fact that I'm required to be in the office when there's no reason remote would not be an option.

What is the best part of working at the company?
To be honest I really can't think of anything

What is the most stressful part about working at the company?
Constantly being picked at literally count how many times you say okay on a call it's ridiculous no loyalty to the call taken staff just a body sit in a seat and your only as good as your last call

What is the work environment and culture like at the company?
Don't bother getting to know your neighbor because they may not be there next week the turnover is unreal there absolutely no job security

This is not your average call center. It's REALLY an Answering Service. Don't come in expecting the same as a contact center, AT ALL. The staff is older and mostly women. Most employees have been there 5+ years. This is not a Call center jumper's pick what so ever. This is a long term employer with very high expectations, including no absences. If you are frequently absent this is not the place for you.

Top Job Titles	Average salary
Téléphoniste 1 salary reported	$22.38 per hour
Service à la clientèle 1 salary reported	$16.00 per hour
Customer service representative 1 salary reported	$17.38 per hour
Agent de centre d'appel 1 salary reported	$19.38 per hour

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