it technician

cash manager

Arvato

This is an inbound call centre with the majority of your time on back to back calls and with metrics you must meet.

Coaching is provided from the management and quality control team. 

Coaching will always be diverted till the calls in queue provide time for you to be relieved from the phone. This may compromise metrics to which you will still be held accountable for.

Your metrics will help determine if you are eligible for a shift of your choice and Quality Control is based on client oriented info coupled with an independent judgement by the individual reviewer.

Metrics include: 
- Average Handle Time
     * Hold + Talk Time + Wrap = Average Handle Time
- Quality how well you adhered to policy, procedure and if you sounded appropriate to the Quality Control reviewer.

Shifts are bid on (change), once every 3-6 months.

I find the hardest part of the job is; 
Trying to calm down frustrated customers.
Having to ask permission to assist with most account reconciliations.
Slow intranet speeds that decrease the ability to meet standard metrics. 

Management is chosen from in house interviews by personality and not necessarily job performance. Social elites usually get promoted to next tier help and team leads.

There currently is no real workplace culture. The call queue is usually too full for many in house social activities between co-workers and/or management.

Work life balance is difficult as the call centre wants to make money and as night shifts become busy you may get assigned to an afternoon or night shift based on your metrics.

This is a worldwide company that must stay accountable to their shareholders. 

To ensure shareholders get paid well, this company minimum wage to start with no more than a 3% raise each year for the Care Representative if they determine you've earned it. (They do not believe in a Living Wage).

You can learn a variety of banking information that has potential to assist you with other employment opportunities or a greater understanding of the financial banking world.

You don't have to pay for parking and it's close to Walmart so you can shop before going home.

The location is very inconvenient - but more importantly is the overwhelming training environment; it feels very rushed and sloppy in terms of the company responsibility, however, high expectations remain set on employees. After my interview process and hiring paperwork had been submitted, I was told the position was no longer available and was offered an alternative; after obviously accepting, I was scheduled to begin a training program in the coming weeks. The training seemed very forced and unprepared, despite being scheduled. Information differs from the material provided to trainees vs the material supplied by the facilitator on overheads. Many system errors and program crashes- more often than not, actually- prevents most of the hands on, practical training to be effective. Most training environment programs are also extremely limited as to what can be executed, which is incredibly frustrating as someone trying to retain and apply the information given. Weekly tests only encourage pressure and stress while feeling desperately unprepared (for a position I didn’t necessarily apply for), despite being attentive and diligent in my notes (that I’m unable to save to a drive that supposedly should have been provided also). The company fails to provide things that are of high importance to us- yet unsupplied, such as personal lockers, and personal login information. Considering this is a telecommunications company, I definitely expected the entire experience to be much more regimented and organized, especially considering how much they stress the importance of security of personal information. This not only doesn’t seem like an appropriate contact to hire “just anyone” for- but moreover, the company outright fails to provide the expected tools to create a stable and successful work place. The high turnover of employment is not surprising in the least.

Do you like being hired for a full time job and then only work part time hours?

Do you enjoy low wages and feeling like just another number?

Do you like earning vacation time but then having to use it to pay for days you were scheduled to work?

Do you enjoy working hard to get a promotion just to be demoted at anytime because of “ staffing needs “? 

If you answered yes to these questions then this is the company for you! They continually have new hiring classes for their RCC campaign but the employees they already have are being made to take MANDATORY TIME OFF because they can’t afford to keep them there. Sometimes you are asked to leave after 2-3 hours of your shift starting. If you want to receive pay for this you can sometimes convince them to let you use your vacation time. Who needs if anyway right?

However, if you are a minute late from a break the supervisors will be breathing down your neck about it. At Christmas time they asked many people to transfer to another campaign and if they were unable to work the shift they were going to be given them they lost their jobs. This was two weeks before Christmas. 

If you hate yourself and everything about your life then this is a great place for you to come work. 

If you don’t already feel like a complete failure about your life’s choices and your future, you soon will after working in this place.

ally bank pays arvato to train and maintain a workforce. but the budgets are separate, and it costs more to train a new person than retain an existing employee. so arvato actively tries to release as many employees as possible to ensure their training budget remains high. sounds crazy, but it makes them alot of money. other than the fact that you may be actively targeted for dismissal its a very solid call centre with very easy metrics (call time, customer satisfaction, etc). the other main problem is the 'shift bid' system, it may take you a long time to change your shifts and you may not get the shift you want. so you might get stuck on overnights. i'll also mention there are no incentive plans, so you're making your base wage regardless of performance (theoretically there are incentives but the rankings are 'confidential' so you have no way of proving you're the best, you must take the managers word for it that the incentives issued (to their girlfriend) was 'earned' because she is the best 'employee'.)

A usual day consisted of 'logging-in' at the beginning of your shift and then answering Client calls or responding via chat and writing summary notes concerning the calls.
 I learned a lot about client services and virtual systems, virtual banks, and call based computer systems.
 The management was upbeat and very helpful.
 The workplace culture was sometimes very enthusiastic and extremely helpful, assisting greatly in the solving of service issues and unexpected situations. 
 There was extensive training involved in some positions and keeping this database in mind correctly during the stress of a difficult client call was perhaps one of the more trying parts of this job.
 The varied clientele and unpredictability of the kinds of service you could be asked to provide kept the job interesting.

Hands down the worst job I've had in 10+ years. Management and the company itself doesn't care about the safety, mental health or happiness of their employees what so ever. When everything else (schools, government jobs, malls) is shut down for inclement weather - Arvato will be the only company to force you to come to work unless you want to be written up or fired. HR is brutal and report every single word you said to higher up management. Your shift will change every few weeks/months based on what shift they need covered at the time. You will have to work "makeup" shifts for taking Christmas, Thanksgiving and any other important holidays off. You get absolutely no paid sick says. You get no vacation pay you work for it and they will deny every request to use it until you quit. DO YOURSELF A FAVOUR AND JUST DON'T.

Very dirty environment
Poorly managed by people who take so many smoke breaks they are never there to support staff
Company likes to save money by not hiring more people when tax season and other notoriously busy times are coming up
You are locked into a shift for four months, and even your first choice could be a bad shift because they don't care about work-life balance
Decent benefits package
Payment just under what you'd get at most other call centers like Rogers or TD, but you don't have to do sales
Management is lazy and picks favorites
Most people are fun to work with 
The job itself is fine but the morale and management are so bad that the job becomes difficult
Job security is 100% because they never fire anyone no matter how badly they mess up
Opportunity for advancement depends on if you smoke with the supervisors or go out for drinks with them, they promote their friends

Great place to be if you want to be screamed at for 8h a day for things outside of your control.  If you value your mental health, this is not the place to be.

Benefits were decent, and you had guaranteed full time hours (40/w) with some overtime opportunity.

You punch in based on your (very slow) computer, so you will lose 15min increments waiting for archaic systems to load.

Management was between good and poor.

While being there, I received a functional wage reduction.  Knowing this now, I should've pursued it as a Constructive Dismissal, with all of the other actions taken by management on behalf of the client.

Being yelled at or screamed at at work is a form of Workplace Violence in Ontario, Canada.  They have no right to dismiss you for refusing to be screamed at.

Good luck.

a typical day at work is great. get in swipe when you need to be on the floor, work, 15 minute break, work, swipe out for lunch, then have to swipe back in to work, work, 15 minute break, work then go home.
learned how to be very patient with customers who are very irate
the management are great, they really do have your back if you have theirs, they try their hardest to be personable with you, 
the work place culture is really great and awesome, one would always feel that they belong, of course with every company there will be cliche but this company tries rally hard not to have any.
the hardest part of the day is when you are working and getting yelled at by customers for entering something wrong.
the most enjoyable part is being able to converse with co workers about the type of customers/calls they gotten

Rather poor review for small reasons that added to compound issues.
- the seating wasn't arranged, it was grab whatever is open.
- insufficient operator equipment, and in need of repair.
- unrealistic expectations for call times.
   - they expected 10 min max start to finish
   - the computers used took >5 min to load each of many pages.
- they still expected 100% customer satisfaction
- they aren't open to assisting customers with software other than
  windows. And refer same to load windows, then call back.

- employee is not allowed to use own personal headset. 
- employee is penalized for attempting to think outside the box for
  trouble shooting issues to find correct answer.
- billing & repair crossover calls not allowed, but every agent dual
  trained.
- one issue per call, in under 10 minutes.

Top Job Titles	Average salary
It technician 1 salary reported	$91.57 per day
Cash manager 1 salary reported	$176,947 per year

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