service à la clientèle

customer care specialist

bilingual customer service associate

customer support representative

customer service representative

NTT Business Process Outsourcing

STAY FAR AWAY FROM THIS COMPANY UNLESS YOU WANT TO WASTE YOUR TIME!!!! I recall when we were in our 2 week training period, a colleague said she went online to read the reviews and how they were all bad,(I did the same thing) then another colleague said we don't know until we have the experience. Well, I can tell you now that we've had the experience, it's just plain horrible and a terrible place to work. Believe me! 

For starter's, I was told $16/hr and they tried to pay me $14. I had to go HR and complain for them to fix it, however I know some people who were told the same thing, complained and are still in the same predicament of getting paid $14/Hr.

Secondly, I noticed how the main trainer has only been in the company for 2 years.(Excuse me, that's not enough time to be a part of a company to train other's, I mean to really know the ins and outs of a company work to teach other's) The second trainer hasn't been there for a year and she is definitely unfit to be a trainer as she was constantly seen giving agents incorrect information. (in my case, it was done intentionally) I'm saying, this is the part of the problem with the company and therefore there is a high turnover rate. People are in positions that they themselves really don't qualify for you understand what I'm saying.

Thirdly, I learned that management liked and have favouritism in high effect at this company which I think is normal for any company, you are going to want people who look like you to get ahead but it breeds a culture of unhealthy resentment. However, when management start treating workers unfairly or poorly in front of other workers for no apparent reason it's not good for team morale and togetherness you know what I'm saying.

Furthermore, a typical day at work would be fielding about 20-30 calls for customers, which to me really is easy.(I'm coming from Scotia where we dealt with twice as many more calls and helped customers with Debit cards not only Credit Cards) The most enjoyable part of the job I'm afraid to say it was really nothing at all and the hardest part was when you as a person wants to learn and grow but people in management are either repeatedly giving you limited information, just blatantly lying to your face, or trying to micro manage what you do to keep you from learning. I found myself asking "What's the objective of this company? Isn't to help the customer with the best of our capability or what's the objective here!?...Don't you want people to come to this company and be apart of it as opposed to it having an extremely high attrition rate." Which leads to me final point in this review

Fourthly, after long deliberation I have come to conclusion this is not a company for someone who is looking for a long term career. If you want a job for some quick cash then maybe yes this job is for you. I wanted to have a conversation with my supervisor about my observations within this company so I confronted her. She then called another supervisor and we all had a meeting, I address my concerns and realised that my supervisor could not tell me the truth if it meant to say her life. Obviously, the added supervisor could clearly see the points I was making in our meeting. I went outside for fresh air to process what happened came back in and told my supervisor to her face I'm done. I left my badge, water bottle, and headset on her desk and left. She panicked and tried to lie some more to me and went to go get the other supervisor who was in the meeting with us. As I was leaving the building another supervisor called my name several times asking me not to leave. I said to him "It's a shame, when you have people who want to be part of this company, but other's don't want them to be and then there are people who come to this company and don't want to be apart of this company and leave quickly". At the exit, the same supervisor who was called into the meeting meet me and said to me "I thought we said we were going to support you" I told her the same thing I told the previous supervisor and walked out the building with a sense of dignity.

Later that day, the head supervisor and human resources lead called me to talk about what happen. Basically, saying she didn't want me to leave but at that point it was a little too late I already came to my decision. That was 2 days ago that I QUIT. And so did 7 out of 16 people in our training class and that was not even in the space of two months. Four other people talked about doing the same thing, so you do the math.

Ill start out by saying getting a job here must've been one of the easiest in my lifetime. They called me, went in for the interview the next day and what took the longest was the background check.

Once hired I was being put on the new OTIP campaign at 18$ per hour, Monday to Friday and shifts between 8A.M. to 5P.M. After a month and a bit of training we were finally on the floor. Everything is dandy. Fast forward to December 2019 and I'm told I'm set for some health benefit training....Alright, still not fully comfortable with the initial Dental training but well make it happen. Health training is done, back on the phones. Fast....Like FAST forward two months and being trained on the Retired Teachers insurance plans, alright...not ready whatsoever. You bring this up to the managers and supervisor and too bad, its set and you need to do it.  A month goes by and more training on different insurance plans, i believe it was three in one week. Again not ready whatsoever.  Near the end it was nothing less than mentally draining. All this training and you think there would be a slight raise.. Nope. 

What it is, Millennium one must've bought a contract through OTIP or Manulife to help them expand and keep up with some insane call volumes. Because you're employed through Millennium one, you are paid according to what Millennium one solutions wants, you follow their policies ETC. When Covid-19 hit we needed to fight to be sent home all while the Waterloo OTIP location was home for almost two months before it was even considered here in Sudbury. I

Now for management and team leads. In the OTIP campaign there was two Team leads and one supervisor. One team lead (I wont mention names) is an absolute head ache to deal with. He will accuse you of time fraud, nit pick everything, very condescending when giving coaching opportunities, micromanages everything. You're late from lunch two minutes, you hear about it from him. He will yell, swear etc. When the supervisor and other team lead (which is truly the greatest manager I've had) is not there watch out, The terrible team lead goes on a power trip and god forbid if he is in a bad mood... 

* To add about the terrible team lead, if you have a negative experience with him don't bother bringing it up to the supervisor. You're told he will get a talk and which he does however within a week tops he is back to his old ways. Then you wait for another blow up, talk to the supervisor, he gets a talk  and within a week its the same thing over and over again. Keep in mind, this team lead lacks the most knowledge and understanding in what we do however degrades and condescends when we do something wrong. 


Other team lead is phenomenal, understanding, down to earth, actually gives phenomenal pointers and more. You couldn't even pay me to say something bad about him.

Anyways, to end this experience. If you are DEAD set on working with OTIP... and I emphasize WITH and not the contract holder...save yourself some coin, apply to work at the waterloo location and move there. You will most definitely have a better experience and career as they are on salary, have much much more potential for employment growth and opportunities unlike this hamster wheel. Once you're on here, it spins but it doesn't go anywhere. 

The CEO, CFO, etc (everyone at the top) seem extremely awkward when they're around and interacting with the minimum wage workers, possibly because they feel a little guilty they are extracting so much wealth from them and providing so little back in return. 
The CEO at a company barbecue stated "this meat reeks" to his buddies as he was cooking the frozen pre-made hamburgers, as if it was below him because it wasn't a 20$ steak. When he realized I was listening he awkwardly tried to backtrack.

Work / Life Balance: if you work in the insurance departments, the shifts are adaptable and it seems like it's almost impossible to get fired from this place in general if your attendance is bad.

Salary / Benefits: Salary is terrible. Benefits exist but are not great.

Job Security / Advancement: Chance at advancing your career here is zero so you'll be making close to minimum wage your entire life. As mentioned above though it seems like it's almost impossible to get fired from this place.

Management: The are just as unambitious as the regular workers since they are only getting paid a few dollars more than the regular workers so they generally do as little work as possible which means they stay out of your hair but you also don't get much feedback on how your doing. Expect your monthly review 3 months later.

Job Culture: If you're working in the insurance departments, the people who take those jobs do so probably for 2 main reasons: they don't have to talk to anyone for the entire shift and they don't have to physically move their entire shift. Not exactly the most personable people in general but there is also a lot of people who just like to have a good time there and live low stress lives so they are pretty fun.

Do not apply here. Seriously, I wouldn’t wish this place on anyone. There are automatic doors on the front of this place for a reason-high turnover. If you look at people that work there, nobody ever smiles, morale is low and there is high absenteeism as nobody wants to be there. You have zero work life balance and long shifts. They also MTO people a lot when it’s not busy and it can happen many days in a row. At orientation HR and the trainers lie to you by saying that if you try hard and do well that you’ll get to advance...WRONG. You only advance in the company if you suck up to your TL or you’re part of the clique. You get harassed and demeaned every day. You don’t get paid for bathroom breaks. Everything you do is tracked and you get hounded by your TLs constantly. Policies change constantly without an email being sent to notify you. QA scores are inconsistent and you’ll lose out on top performer, pay for performance or raises if you are sick for a day in a month even with a medical note. You do not get adequate training before getting thrown on the phones. The management is not supportive and you’ll be seen as a robot or number rather than a person. The TLs play favourites and you’ll see many people getting away with socializing as the rest of the group have to deal with a high queue of calls. The place is dirty, inside and out. The stress from the calls is not worth it. You’ll get worn out and the way people talk to you will break you and cause you anxiety and stress. Many great agents left this place because of the garbage you have to put up with on a daily basis. Know your rights as an employee as they will try to pull fast ones on you. 
Do not apply here. You deserve better working conditions.

It is very common to miss out on entire days of pay because they make "mistakes". Is always looking for a way to not pay you for what you worked. When confronted you get the basic run around of we will look into it further or they will tell you it will be fixed next pay. Only to then tell you it was correct the whole time when it was most definitely not. Worked there for over a year and this is a very common occurrence for many employees. Refuse to accommodate carpool when they have no bus route. Provide a work shuttle for free that often does not show up at scheduled times and will cause you to be late. Management is very manipulative and will convince you to go to a higher position with a promise of more money. Only to find out they will inevitably tell you they were mistaken and can not offer that and you end up making less than before. Environment is very depressing. Trainers are very rude or not engaging. Management refuses to give proper care to procedures and often will not do their job only to have a less experienced employee do it for them with a promise of this helping with moving up to only be used for their smoke breaks. Overall a bad place to work. If you enjoy dedicating your time and effort to only be undervalued and underpaid then this is the place for you.

Absolutely no work-life balance, as you're scheduled for over 9 hours every shift. There are plenty of incentives to pick up extra hours, but no one actually cares about your mental well being while sitting in a giant cement box of negative energy all day. All you do is get yelled at by cardholders, and then management disciplines you for taking too long on calls and then being too abrupt on calls, being too friendly or too abrasive.. there's no winning. You're 100% scrutinized because the managers make the team leads feel like they're not good leaders if they don't make their workers feel bad about themselves. 
It's just a bad place to work. The top manager who actually cared about his staff left so now the new manager there just sits and acts like a dictator without actually hearing anyone out or listening to opinions of the people actually doing the work. 
There's no reason for this.. M1S should be working much harder to ensure the employees feel appreciated, especially when they're spending 99% of their week at the office. It's not fair to expect everyone to work almost 50 hours weekly, but not give a heck about their well-beings. 
Plus, you have to work 6 months at full time before benefits.. which is messed up. Everywhere else you get them after 3 months if you're full-time. Just sayin'.

You won’t be assisted when you will need it. The trainings are rushed in my opinion. 
The most difficult aspect of the job is to be yelled at, insulted by callers then not having any support from your team lead and then being warned on your performance even when you were not trained properly. 

I worked in different contracts within this company, I liked the first two contracts despite being yelled at, I was even top performer. Then without prior notice I was let go from the second contract, told it was due to my work location when the post says remote job, to then be transferred to a new one and it was the worst. For me, it is simple I was pushed to resign. It was the outcome that they wanted but somehow did not want to have to do it themselves. The work culture is toxic. One of the trainer in that new contract will make fun of you if you don’t know how to plug the cables, despite not being provided any instructions to have your computers working adequately. The team lead will call you « hun » as a way to allegedly « be friendly » but it is patronizing and unprofessional. Just retain my name and call me by it. 
The pay is okay if you are bilingual but as the work load is a lot, it should reflect the pay rate. 
You will be doing more than what they trained you for and they will expect top performance, yet your job position won’t be secured at all. Unless you are buddy buddy with the team lead, tell everything about your personal life. We are here to work, get paid and go home. 

Co-workers very nice people in helping each other.  This workplace, is full of Bulling /Discrimination/ Harassment that resulting in destroying creativity, increasing employees turnover and as well increasing absenteeism. It takes place quite frequently, and it seems that the objective is the Middle Management is engaging in certain subtle tactics in the hope that the employee will become so fed up
with the situation. This type of investment is usually done in such a subtle way, that nothing specific can be pinpointed. It usually ends where the employees simply resigns or the Middle Management let go of them "Wrong Full Dismiss" but does not have sufficient grounds or substance to bring a dispute of constructive dismissal against the Middle Management.

Very Unprofessional Skills that the Middle Management has. Their decisions relies on the verbal feedback/ Gossiping and Rumours from various sources without further investigation if the feedback provided is right or wrong. As a result of this, Management  emotionally abuse individuals by isolating and treating them like servants or children.  This company is doing so many illegal things but they get away with it by forcing you into signing forms that you accept, the management is so 2 faced.

Check this website for more reviews about "Millennium 1 Solutions"
https://www.glassdoor.ca/Reviews/Millennium-1-Solutions-Reviews-E772345.htm

Millennium 1 Solutions created a shell company to take away benefits from their employees taking one person off of chemotherapy. They paid minimum wage, for a job that was high stress. Mostly the reason for high stress was the fact a policy existed where you cannot give 3 warnings to a customer if they are swearing at you. This caused a significant amount of unnecessary stress for the employees. The team leads I worked with were basically clueless when it came to handling issues and would claim work people under them did as their own. The turnover rate was VERY high, which was a direct consequence of how the employees were treated over all. This costed the company a lot of money when they could of just invested in their people. However, Don Moffatt (CEO at the time) was so far removed from operations and focusing on selling the business and taking everything he could get out of everyone. The boiling point like mentioned earlier was creating a shady shell company for medical insurance for their own employees with worse health plans just to save money for himself and the others on the top. Don, is apparently not the CEO but however, sits on the board still. What he did to the people who worked at Millennium 1 Solutions and their families who worked in rural areas is inexcusable. He should be removed from the board as well. If I could of given this review negative stars I would. Simply the worst place I've worked my entire life.

I wouldn't do this if I were you. I've worked at plenty of call centers and this place is not like anywhere I have worked before.
It seems nice when you first start but then red flags slowly come up.

It's a very negative atmosphere and you can feel it the second you walk in. No one seems to be welcoming or friendly. Usually the managers would come meet the new hires and tell you back stories of success in the company , but at this place they don't come meet you at all.
The training in class is only for 2 weeks then your thrown on the phones. Now they call it training still but your on the phones and expected to make sales right away and questioned when you don't make a sale. Understandably, sales is part of the job however after only 2 weeks in class your not ready at all.
Once your done training you get your regular shifts. 
Keep note in training it's a typical 8 hour day. Once that's done your schedules are 11 hours a day consistent 11 hours but different shifts each day. 

I would really put thought into this before you leap.
I been working here only 2 months and out of my class of 20, there is already only 4 left. 
Just know what your getting into before you go-ahead and quit your current job.

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