bilingual retail salesperson

team leader

sales representative

customer service representative

agent de centre d'appel

SP Data Digital

A terrible place to work, especially if you are looking for any type of security or long term job. They have been throwing curveballs from the start. A lot of lying going on in this company, and management is totally aware of it. When you start, you are told you will get 3 weeks of training on call procedures and product knowledge, but after 4 days of training they will throw you on the floor with barely any help because "their client has requested it". They have no problem switching you around to different contracts without training or any prior warning.

There is little to no security in this job. It is quite clear that they do not care about their employees and see them as disposable. They tell you that you can pick your shifts, but just end up throwing you on random shifts without ever letting you know your shift is changing. Their employee schedule, pay statements, and even their recorded work time for employees is unreliable and never updated. Be prepared to spend hours looking at your time clocked and questioning why you haven't been paid for this or that. When you need help or have a question about any of these things, HR will ignore you or brush you off. They will call you in for the day and then send you home early with no pay if it's not busy enough, punishing the employees because of the lack of planning on management's part. The job description for SP Data says there is benefits. There is not. You must work there for ~9 months before you can even think about getting anything of the sort, and with their high turnover rate that is practically impossible.

The job descriptions also say commission. They tell you that you will earn commission for every sale you make and encourage you strongly (and sometimes even require you) to pitch on every call, then after you've made sales you won't see any commission money. The company does not care about customer service, they do not care if you have answered the customers question or not, or helped the customer in any way, they only care if you have made a sale. Those who make the most sales are highly favoured with the management, most other employees will be ignored. Integrity and accountability are not valued here.

Management at this company is very hit or miss. Some of the managers, supervisors, and floor walkers are very nice and knowledgeable, but some of them have no idea what they are doing. They are also very hypocritical and contradicting of themselves. One floor walker will come over and tell you one thing, then another will come over 5 minutes later and tell you the opposite. Some of the floor walkers and management here are very nice, though, even if they are sort of clueless. If you have a question, do not expect the managers or supervisors to answer you, they will most likely just say "I don't know" and walk away. A lot of the higher-ups are VERY unprofessional and will talk about drinking, swearing, etc right on the floor next to employees who are taking calls. Like I mentioned previously, they do tend to pick favourites and that may really irk some people.

There are some positives to this job, but they mostly just have to do with the environment and coworkers. The people that I work with are very nice and helpful, lots of them will go out of their way to help if there are no floor walkers around. It is nice to have people in your workplace to talk to who are going through the same hellish experience with the company. The work environment is surprisingly good most of the time, although sometimes I feel like I'm in high school again (some people may like this, some not). The workplace is not very professional and there is a laid back air about the place. It can be a bearable place to be when the phones aren't busy, but when they are it can become very hectic and frustrating to get anything done.

Overall SP Data Trenton is not a nice place to work. It is okay if you really don't care about customer service or your own well being. You will be kicked around by management, you will be left clueless as to what is going on with your pay and shifts, and you will most definitely NOT be trained properly. The only thing that makes this job slightly bearable is the people you will work with and the laid back environment which makes you feel like you can pretty much do whatever you please.

Answering the phones was the least stressful part of this job.  I feel like there was opportunity for this center to be a pretty decent spot to work, but after my experiences I wouldn't recommend it nor work there again even if I was offered better hours or better pay.  

I never got to see my bonuses even though I was told I was hitting my metrics.  And other struggle I had was hardly having the time to eat food because of the way breaks were clocked, they wouldn't start when you'd walk away from the computer, the clock would start ticking when you'd hit a button to go on break.  Once you count the time it takes to lock your computer, remove your headset, get up, and walk off of the floor (which is a huge area) to get to the washroom and or the lunchroom, a huge chunk of your break is over already.  I hardly ate proper meals when working here simply because I didn't have time, and would have bonuses I never once saw dangled infront of my face to make sure I wasn't even a second late returning to my desk.

They give you 5 minutes of personal time a day to do your business and if you go over any of your breaks or a personal, you get docked pay.  To be able to press the button for personal, lock my computer, take off my headset, get up, and walk the entire floor just to GET to the restroom took an entire minute and a half, sometimes 2 because I have a back disability, but you will still be penalized for using too much personal time.  If you have a physical disability or injury which causes you to need more time to literally travel to and from the restroom or lunchroom, you still get penalized for going over personal time and breaks.

On top of the inconvenience with the way they clock you with your leash and collar, floor support and management is extremely rude.  I could physically see how well I was doing on the computer daily, and we would also receive occasional coachings to be told exactly how we are doing overall.  Regardless of my stats, I have been told numerous times when requesting permission for certain actions (like unlocks or cancels) on calls that I wasn't "doing my job well enough", "not trying hard enough", "didn't offer the best I could have", and "wasn't probing enough," Even though prior to requesting assistance I ensured I have already said and asked everything I could have, and offered everything I could have to save lines.  (The proof of my offers also appear immediately in the accounts interaction notes) I was even told to grow a backbone and to "do my job, it isn't that hard" a few times when the specific situation was not my fault and was caused by constant misinformation from staff on numerous occasions.

I have even had issues with floor support walking away from me before fully answering my question, and some floor support will even sit directly infront of you to "help" you, only to have a conversation with someone else while you were in the middle of asking a question to them, forcing you to not only have to repeat yourself but also having to watch your handle time skyrocket--which you also get penalized for even when it's not entirely your fault. 

I lastly want to mention the noise.  Floor support has 0 consideration for agents on the phone and will yell, talk unnecessarily loud, laugh, and just be outright obnoxious right next to you while you are trying to listen and speak to customers.  I have been told several times by customers that it was extremely distracting for them, and also told by customers how unprofessional it sounds.  I should also make a quick mention that customers have flat out admitted to me that they wanted to leave sprint specifically because of how they're treated by sprint agents on the phone by Care and Account Services.

Anyway, I feel like if management / floor support was a little better it wouldn't be a horrible place to work.  I enjoyed talking to customers, and some of the staff were truly wonderful people and a pleasure to work with, but it was my treatment by other staff that made me sour.  S&P has a ways to go, and I do hope it improves and grows for the better.  If you still want to work there after reading this, go for it.  Speaking with customers and learning hard and soft skills was worth my experience, but I do hope some things will improve in due time.

FIRST - I love the fake entries that the management has made since they noticed how much heat they've taken online from their actions

I would never recommend anyone to work here - unless you want to fight for your job EVERYDAY you go. When you ask for help on your issues there never is any. Then they'll come back and harass you over and over about the very thing you asked for help for.

This place will literally fire you for going above and beyond for your customers. Were talking about a place that literally will hover over you telling you that you're doing something wrong show you how to do it then 2 days later come back and wine at you that you're doing it wrong even though its the specific way you have been shown.
This place is notoriously known for shorting hours on paycheques.
 This place is also  notorious for just firing agents instead of actually helping them achieve the goals they want for the contractor. They'd rather hire new staff then coach anyone. ( So they can use it as an excuse when they're constantly called out for bad numbers) -"Oh we have new people and were coaching them" when really they are not

Firing some of their best staff because they aren't "compliant" or "improving" when not one of them was made aware previously that they were actually doing something wrong. The management here is literally garbage - they're so worried about their own jobs and trying to convince Spr*nt that is not them causing the short falling of the floor employees. Too busy coming up with lies and excuses rather then focusing on actually making the employees and place better. 
(You'll know what I'm talking about if you ever witness a bridge call and have the slightest activity or communication with others in the call centre)

If you want to feel a moral shredding work here - literally this place encourages taking advantage of elderly who call in to cancel have failed cancels and theres notes but they don't take action. This place takes advantage of disabled and retired war vets. People who have accurate and legitimate reasons plus notations and management refuses to help them. 

You work in a "retention" centre where people call everyday to cancel but love forbid you actually do what the customers asking and cancel. Guess what you do- you're fired. Offer, offer, OFFER - force it down their throats even though in-between every offer and every question they're getting more and more aggravated and constantly telling you to stop asking them and they just want to cancel. Find the root cause of the problem and get them to stay is the name of the game but let me tell you what if there is one thing that i have learned while working here it is that Sprint and these call centres are the root of their problems. This place is the last step in fully deteriorating the last bit of any customer service experience that the customer will have with Spr*nt. 
Imagine asking to leave a house but being forcibly confined and tortured. Thats the definition of what you have to do to customers.
The management here will do anything to shift the blame onto people who literally are screaming they are willing to take the steps to become better but there is no-one there for them. 

This place has potential to be one of the coolest and greatest jobs around ESPECIALLY for college students but this place literally turns away students because they need "FT" and refuse to hire people who are international students. 

Its such a shame this place is how it is because it has incredible potential.

I want to preface this review by saying that; through this job, I've learned a lot about how to be a good salesman and that's the kind of experience I find invaluable and will certainly help me succeed in my future careers.
With that said, I've had almost nothing but setback after setback in almost every aspect of my time here over the last year and a half since I started.

Management seemingly couldn't care less if you are being paid fairly when it comes to commission pay. My fellow coworkers and I have constantly battled management for a solution to our woes over not being rewarded properly for our hard work and there doesn't seem to be a fair solution on the horizon while we work for the client that my employer chose to work for. Time and time again, my paycheck seems to shrink more and more the harder I work and I'm getting tired of it.

Speaking of clients, the one this company has taken up the mantle for has to be the most irresponsible I've ever had the displeasure to work for (albeit, even as a 3rd party employee) and they have singlehandedly helped me come to the conclusion that 3rd party work is not my future. I'll never work 3rd party ever again if I can help it. Solving issues laid out by "official employees" of said client has been a test of my patience and quite honestly, considering how much I've needed to learn about the tools their client makes use of through trial and error, rather than through my 2 weeks of grueling training is pretty shocking to me. I feel like I know more about these tools and systems than their client does and it's evident when relying on other departments. All I ever get is "I'll ask my manager" and get placed on perpetual hold until my customer and I are BOTH ripping our hair out.

You can argue that my never ending woes I had while working here are not necessarily my employers' fault but it's hard to argue that they have become far too complacent with their client's ways and as a result, tenured agents they have fostered (such as myself) are getting tired of the same old problems over and over again, at all the worst times. It's high time this company moves on to another client/campaign, lest they sink along with it (which looks increasingly likely).

S&P Data is best used as temporary solution when you need a job quick. If you accept a position at S&P, never stop searching for another job as your position is never secure at this company. The turnover rate at this company is astoundingly high. True, many people quit due to the poor working environment, but I have seen many hardworking, dedicated employees let go for virtually no reason. 

S&P is infamous for their "firing sprees", where they introduce as many nonsensical targets and restrictions as they can to either pressure employees to quit or, when that fails, to conveniently have grounds for termination. 

If you are used to working minimum wage, the extra dollar an hour may seem tempting, but given that you are expected to meet nearly 20 separate targets, you will come to find that you are grossly underpaid. The company rationalizes this by promoting bonus and incentives. If employed here, you will hear many times that you can make up to $2,000 in bonus; however, there are probably only 5 people in a building of 100 that have ever actually attained a bonus this high. If you are not a cut-throat salesperson, willing to put sales before custom service and constantly push the boundaries of sales ethics, you can expect the occasional $100 bonus. 

Sales are tantamount at S&P. Customers call in with genuine (often very serious) issues, yet you are expected to only give their issue priority if you can spin it into a sale. This is not a custom service job. It is a sales job, plain and simple. 

As previously mentioned, there are nearly 20 different targets you are expected to meet, a majority of which are out of your control. For example, if a customer calls in and has all the services available, it still hurts your numbers that you did not sell on that call. 

My experience at S&P (although brief) was nothing short of dreadful. It is a high-stress, high-pressure job with little security. Your job expectations (and as a result, your performance) change from one day to the next. The only positives about this job is that training is paid and you meet some good people. Other than that, it's not worth the stress.

With select exceptions the management and team leads at S&P St. John's have no idea what they're doing. Many of them are misinformed about the client's procedures and policies. Worse still are the upper management that refuse to engage in the work culture, do not understand the process behind working on the phones and look down on the call center floor. They have little to no experience with the work, and what little experience they may have had seems to have gone out the window the moment they sat down in a management position.

Not only this, but the bonus structure is designed in such a way that even 30 seconds of deviance from their expected attendance means that any and all bonuses you earned in the past are null and void - not just attendance bonuses, but customer service ones as well. It's completely unfair and unforgiving, and I have yet to encounter someone who has had their bonuses paid out.

There is very little help or support for the agents on the phone, as well. Generally there is a rule that they are supposed to have one support agent for every ten phone agents. At some times I've seen that ratio drop to one for every fifty. It's grueling, punishing work, and the customers are having to wait and receiving terrible service because there is no one around to help when agents need it the most. What support they do have is swamped and rushing and still not able to get the work done because they're splitting themselves among multiple agents.

Moreover, there is a policy at the site that does not allow for flexibility of hours. The hours worked are based on tenure and even then, are unreliable and unforgiving. They do not accept requests such as time allowed for busing, so if you do not have a ride home and you work past when the last bus runs you are in trouble. If you have a previous commitment to S&P data they will tell you up front that they are the priority and that they will not allow you the time you need. They have lost many good employees this way because they simply refuse to listen to the needs of their agents. Students, parents and anyone else that requires some sort of leniency in scheduling need not apply.

To be perfectly honest, 13$ an hour is not enough to deal with the mess that is that job site.

S&P Data is the worst company I had ever worked for.

To begin with training was a joke. Two trainers were brought in from Ontario and one of them spent most of the time complaining about the city while the other tried to force the class onto the floor to take calls before our training was complete and before any of us knew how to properly use the systems.

Day by day you're bombarded with calls from irate customers who ask you to do simple tasks but you're instead forced to wait long periods of time for floor support to give you permission to do the job you were hired for. Calls that should take minutes can go on for over an hour, destroying your handle time stats. Of course this also makes the customers angrier, especially when you don't give them a solution to their issue, and because they cancel later on it goes against stats and affects your bonus and stats. Even when the call goes well, if the customer changes their mind after the call and cancels anyway or if they cancel due to a future bad experience with a different agent your stats are still affected, and the staff are more than happy to grill you on how horrible your stats are at every given opportunity.

Speaking of staff, some of the staff are nice enough but others are extremely rude, condescending and disrespectful, having a belief that acting this way is "tough love" and somehow benefits you. There are also multiple zero tolerance policies put in place which allows said staff to fire their employees left and right for lousy reasons. Then these very same people wonder why their turnover rate is insane and why their company has such a bad reputation.

The much hyped "bonus" is bad comedy. The only hope you have of getting a decent paycheck is to get this bonus, but it's purposely set up in such a way so that it's nearly impossible to get unless you have both perfect stats and attendance. The littlest things cause you to lose it as well, not to mention the requirements to get this bonus are always changing.

Do yourself a favor and don't work for this company. So long as S&P Data continues to treat it's employees like they're expendable nothing will ever change there.

work is 40 hrs a week shift, you come half before work shift to prepare physically and mentally for the 8 hours of work. you get 2 15 min breaks, 1 half hour break for lunch. call qualifying customer to produce a sale over the phone. 

you learn: sales process, close, objection handling, how to set up an installation date, how to process their personal identification and read from a script to ensure 100% quality sale at the end. During the introduction, presentation, buying line, close, its unscripted but they do provide you training on the process of a sale. 

Management: every manager is friendly and enthusiastic and wishes you to succeed. they of course want you to hit the monthly quota which would be 30-40 RGU (revenue generating unit) which consist of a phone, internet and television package. each service is 1 unit. they provide retraining when they notice your numbers are falling and allows you to shadow top sellers.

workplace culture: there is a mixture of all ages from 18-55. there is no designated seating arrangements but you can still claim a desk if youve been there long enough. everyone is nice and supports each other, but you dont talk much to coworkers since youre busy talking to customers on the phone. 

hardest part of the job: always talking, always objection handling non stop till the end of the shift. you have 10 seconds to end the phone call and continue to the next which is automatically generated for you. 

most enjoyable: everybody get along with each other, and alot of the time people would want to get together and go out for dinner or drinks after work. and the thrill of a sale of course. the more the sales you do the highest % of your commission is given to you.

I honestly don't know where to start. I worked there for a few months. I never met anyone who had many good things to say. SNP will lie to get you through the door. I've talked to various other people who work there and no one has ever gotten a raise after 6 months, a year, etc. One guy said they promise additional $5an hour on top of overtime but it never gets paid out. The same person told me that they constantly have to get their pay fixed. There is no local HR and the one HR they have services multiple sites and don't respond to any emails. There is a lack of management. You don't have any support and if a customer leaves a negative survey they blame you. I felt as if no one cared about others. No such thing as two days off in a row ever. You'll constantly have your schedule changed with no notice because you can't access it unless logged into one of their computers. If you manage to get a bonus they "tax" 17% but it won't be on any stubs or a t4. They keep 17% of any bonus you might earn. The bonuses are apparently supposed to be paid in American dollars but they told other employees they would look into it and never did according to one person I talked to. The site didn't follow proper covid policy while I was there. On top of that one of my friends that still works there said that for months they were promised an essential worker top up in Newfoundland and it wasn't even applied for. Management constantly lie and for no reason. I'm glad I left months ago. Soo many people come and go off of stress leave including management and upper management.  I decided that my mental health was more important and that I'd rather work at a McDonald's. 

Duration: very long time.
This is the worst experience I have ever had working in Toronto for several reasons. 

First, You are not compensated fairly, on time or correctly. YES as you my have seen already in the comments. I did not get paid on time or correctly for 24 consecutive payments. if you like to earn what you work for and be paid on time this is not the  place for you. There is a commission structure that no one seams to understand and willing to give you and explanation of how it works. The senior team leader does not care for its people payments or compensation. If i can think of a word to describe this person is incompetent, mediocre and Micromanage freak.

Secondly, I would like to talk about Quality assurance. This person is in charge to provide feedback on calls and help you develop. however, this individual contributes to the overall lack of management due to its ability to make your day a daily stress routine. This person screams at everyone and complain about the amount of work to be done, it pretends to be a manager but does not care about anything outside of her duties. it is ironic that the person in charge of the quality of a conversation has such a poor way to communicate. I feel sorry that these people wake up every day to be part of this circus. 
 
Finally, I could spend a lot of time and energy writing about the company and the rest of the management crew who makes this place horrendous . Hopefully you could read this and the majority of the contributions from other people that worked here and realize you should keep searching for a better opportunity.

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