quality assurance engineer

Agero, Inc.

Dealing with most supervisors was not terrible but at Management Level decisions were not made with any thought of impact towards their own staff. Many times you are forced to lie to customers or pretend that you don't know how to help them until they "say the magic phrase", and specifically ask for something you knew the whole time would help.. but you are not aloud to offer it. Dealing with the HR is the worst I have ever experienced. They operate out of Medford, Ma in the USA so they often ignore Ontario Labor Regulations. Even with Local people having an HR position they are only aloud to do what the main office tells them. When you do call them out on violations, they literally ignore you until you either drop the issue or threaten to contact the Labor Board. They will still drag their feet and make the entire process as difficult as possible hoping you will drop the issue out of frustration. Bottom Line is, I would rather be homeless then work in this Toxic environment again.

While I wasn't with Agero very long it was more a situation where the job didn't fit me personally. The workplace itself and people were amazing, and it was a very rewarding job. Their training is extensive and impressive, a good balance between classroom and on the job to help prepare anyone for on the floor calls helping customers. A typical day at work was pretty casual, you'd get there a bit early to prepare your station, talk with coworkers a bit, and then start the day on calls helping customers with various problems concerning their vehicles and/or insurance. The hardest part of the job is probably trusting your intuition for situations - what situation needs what service and what is most beneficial to the customer. The most enjoyable part is that satisfaction when you've helped someone and you can tell they're really grateful to have someone on the way.

Advancement and salary increase were based on performance. Call duration, problem resolution etc. . When i requested help getting my call duration down i was told that i needed to be in my supervisors station to get help. However in our station 4 out of 12 terminals were not working and remained that way for several weeks. As well my supervisor was never in the station always visiting with other supervisors in their stations. Problem resolution was based on whether the customer had to call back. Many times they did have to call back, but only because the the service provider didn't show up on time, how is that my fault. When i finally contacted HR to arrange an appointmennt they talked to my supervisor about it first, at which point I was pulled aside by her and questioned abou the appointment. Very unproffesionalappointment

Incoming calls for emergency roadside assistance for various insurance and auto manufactures. I would answer on average 80-100 calls in an 8 hr shift. 
I learned how to input data in a fast paced environment with clients that need it done in a timely manner, to actively listen to gain the information I required, and how to diffuse irate or  upset clients in very stressful situations 
The culture was friendly and engaging.
The hardest part of the job was the when there was a issue that was out of my control to fix due to another individual's error. 
However the most enjoyable or rewarding was when I was able to resolve a clients issues on my own.

During my time at Agero I was given many opportunities to learn about the industry and advance my career. Showing a good team oriented attitude, ambition, and being able to thrive in a continuously changing environment are just some of the attributes that allowed me to thrive.

While there were challenges at Agero, there are challenges at any workplace, and it would be unfair to give Agero a negative label because of that. Employees were offered a very fair benefits package, a good bonus structure, and a fair amount of incentives and on site activities on a regular basis.

The contact center industry itself can be mentally demanding, and I think the management at Agero did it's best to help overcome those demands.

I would not recommend this job to anyone working in Canada as most of the time they have system issues, So their commitment adherence metric mostly devastated because of their own system issues. You must spend hours with tech support for waiver to save your metric or else you will not be eligible for any extra incentive. Calls are mostly bk2bk and you are not allowed to go inactive even for a minute to have a break. Most of the agents including me had several issues with payslips and later not paid for the time we worked so yeah self terminating myself for this Pathetic client.

The job itself was less than thrilling, especially given that a lot of people didn't pay attention to what you were saying. Basically goes for the management as well. They continue to state that they're about customer service, but the actions they put their agents under makes you really wonder. The people you ended up working with made the job acceptable and even okay at times. Their HR (Human Resources) department is top notch, a woman in Human Resources thatworks there and is quite a nice lady and will do everything in her power to make things work for you and the company.

All in all,  it's an okay place. Nothing spectacular, nothing awful.

very stressful job. Management offers no or little support. Don't get sick there.They will make you prove you are sick and will issue you warnings once you use 4 sick days. Vacations are allowed for 5 days and the remaining you must fight for. Lots of gossip about other workers from management and down. Equipment is poor quality. Programs crash often. Lots of abuse from callers and management. You do alot of fixing calls from other centers.very tense atmosphere. Nice layout and free coffee but it does not make up for how tense the job is.

low pay but a decent benefit package
They did little things to make employees feel valued.  Things like ice cream day when they brought ice cream in for everyone, grilled cheese day when the supes made us grilled cheese sandwiches

Minuses - short call time expectations, when all the caller knows is that they are on I-75 but not sure what state finding them is going to take more than allotted call time

the irate callers who sometimes make death threats

For me and I probably shouldn't say this the best part of the job was the crazy calls like a customer who broke a branch off a tree to use as a gear shuft

Would walk to work, put my lunch in the fridge, get myself a coffee in the break room, grab my gear from my locker and go to an available spot, and start taking calls. Would work through calls, getting assistance from helpful superiors when needed, and would go on my breaks. Was a stressful job, they never once said it wouldn't be but they do everything they can to make it as easy as possible to get through the day. Lots of rewards and positive reinforcement. I would have stayed if I could have. I would advise others to work there.

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