customer service representative

digital strategist

business development representative

specialist

technical support

Teleperformance

Majorel is an outsourcing call centre company for major brands, such as the biggest computer technology company in the world, a major sports shoe company, an online bank, and so on. I worked for about two years as an Order Support Agent in Shipping Investigations (Tier 2) for the computer technology company. I briefly worked in Delivery Management (Tier 1) for the same "campaign" (RCC) for the first two months or so.

Mainly, I replaced and refunded many thousands of dollars' worth of technology products every shift, averaging around 6-8 minutes per task and 40-50 tasks per shift. I worked an average of 40 hours per week (five days a week), but my shifts often included weekend days, and I sometimes didn't even have two days off in a row. The shift bid process that takes place every couple of months determines your next shift based largely on your metrics (stats) and quality. Your quality might be very high, but if you make more than one slight mistake per month, your next shift will probably end up being terrible. It's just not worth it.

Majorel provides very low pay: barely above minimum wage and certainly well below a living wage. The company has a very high turnover rate, including frequent supervisor changes. Also, it suffers from incomplete documentation and inconsistently-applied procedures. Two different supervisors and two different floor support helpers will inevitably tell you three or four different ways of doing something. Good luck picking the one that won't get your wrist slapped and lower your stats. 

Seasonal supervisors aren't really even paid much more than Customer Service Representatives. There's basically no incentive to try for advancement, and the people who supervise you aren't really even allowed to give you references for jobs elsewhere. It is NOT a good idea to work for such a company, and there is no union and hardly any meaningful Human Resources department. The vacation scenario is even worse. You might be able to take off 1-2 days a few times per year, but the idea that you get two weeks off each year is a complete and utter lie. I had only five days off approved in all of 2020.
 
Most people at Majorel can now work from home, and the company provides the tools for that, as long as you already have high-speed internet with an ethernet connection. (For security reasons, your internet connection for the provided tools cannot be connected wirelessly.) However, when you resign and return your equipment, they will probably not pay you what they owe you, such as your complete vacation pay. My last pay was short about $300. The health benefits through Manulife are okay, and they kick in after several months. However, most people who are good-to-excellent agents are likely to leave after a year or two, because the positions seriously do not pay nearly well enough, and the work culture at Majorel is quite bad.

I used to work for this company. This is supposed to be the easiest job in the world.... So there's no reason to complain about the very low salary. This is the easiest job in the world.

The problem are the incompetent managers of the campaigns. They make the job feel like h_ll. The supervisors have different interpretations of an account's policy.

The trainers/supervisors will claim that there's a "Information database" that can help you. They have this "WHEN YOU'RE LOST, THE INFORMATION DATABASE IS YOUR FRIEND" axiom actually.

Yes, there's an Information database, but it is not properly updated and not well kept. They have multiple entries for one specific topic which makes the searching an extra P.I.T.A.
 
Instead of updating a policy for example, a new version of the policy is fed on the database. When a new agent uses the database for first time, viola!, he/she is presented multiple versions of the topic. 

Agents are expected to produce results under time pressure to keep their KPI score acceptable but the information database is not helping. 

The effect of this is very obvious when a new agent asks a supervisor for an information, supervisors have different interpretations on a single policy.  

One good example is the "time frame" for refunds and returns. There are sups who will tell an agent to tell the customers that it will take only "3-5 days" until a refund is reflected on their accounts, some will say 7-14 business days, (brews confusion).

An agent is fed with a wrong information, everybody's telling different time frames to the customers. and that is the formula for h_ll.

These misinformed customers will call back (ANGRY of course), and most of them will automatically request for a supervisor. BTW, During the training we were told that we should never deny this request, so there goes the agent (applying what he/she learned from the training)  roaming around the floor looking for an available supervisor who's willing to take the call. Alas! 20 minutes, 30 minutes, sups are only willing to give instructions to you: "Tell the customer that's the policy, we can't change it, this is it, this is that", it's rare that one supervisor is willing to take the call. Who can blame the sup, it's already a messed-up call to begin with. 

result: Agent AHT suffers because of this. AHT is one of the factors to consider if an agent is qualified for a bonus pay. (the delayed bonus is a topic for another day) 

This is just one of the effect of an incompetent management.

The 4/5 week training component for this job (for RCC Chat, at least) will be the greatest first impression for a minimum-wage chat/call center job ever, especially in the summer. The trainers, supervisors and fellow new employees with you will be amazing, plenty of calming vibes, low stress and a feeling that the place is super high-tech, serious and official. 

After that though, it starts to go downhill. management does not care about personal life and is pretty disorganized. The work itself can be pretty cool, and totally tolerable (theres much worse) but the pay is pretty awful for what you need to be trained for and be good at. As weeks go by, this place keeps adding on new unnecessary inconveniences and they are piling up. They go out of their way to skew the schedules (with little or no notice) to have as many people as possible be as overwhelmed as the chat software lets you. They would rather have you flustered doing the work of 2 people for 15/hr then have you calm/happy with breathing room between interactions. Things like free pizza on weekends, along with weekend incentives have been slowly phased out. Constant and rather ridiculous changes are being made to make sure its hard as possible to not qualify for the performance incentive (up to 3$ extra per hour). Shifts become worse every 2 months. 

As of lately, its extremely common to wake up nice and early for your 8AM shift, make your lunch, hop on a bus and finally arrive for the grind - just to be told you're getting "Mandatory Time Off" 3 hours into your shift, with no pay. There's little to no logic in the management behind this place and its quite embarrassing to be honest. This is *NOT* a long-term place and even moving up to supervisor gets you the same pay as someone who just got hired. Benefits are minimal as well and you cannot pay the bills with this job. Disgustingly greedy and cheap owners. They brainwash you to think they are some beautiful for-the-community that cares about mental health and whatnot, but its all phony, and pretty cringe. 

However, I *HIGHLY* recommend, if you need a quick job and some okay money, to 100% apply to this place especially for a July/August job. Do the (awesome) training, make new friends, stay for a few weeks after training till the end of summer and early September, then head back to school/university or whatever else.

I applied to the role as a Social Media Moderator back in 2020. During the beginning period of the Covid-19 pandemic, where a lot of uncertainty and questions were present in my life. I am forever thankful for Majorel for accepting me for the role and allowing me to financially take care of myself and my family during that year. 

The job itself is pretty simple, despite the disturbing and graphic content that you will come across from. What helped me was learning that there is a difference between MODERATING content versus WATCHING content. Knowing that difference, I was able to successfully work here for about 1.5 years. 

What led me to leave Majorel is realizing that this is not a good job for you in the long term. There is no growth or opportunities for growth in Majorel. Even if you ask Supervisors and Managers about job updates or seeking guidance about how to improve yourself within the company, they do not take the initiative to help you. Despite having great KPIs/stats, continuous great weekly reports from Supervisors, or even a phone call from the Manager telling you that you are in the top 40 tenured Moderators currently working, they will not care to help you at all. 

Majorel (or at least the department/campaign that I was apart of) treats you like a dumb little kid, regardless of your educational background or high performance there. They see you as a mindless drone moderating content that needs to be micro-managed because you are too dumb to swap statuses between Moderation and Rest. Or that they need to have daily huddles discussing the same information everyday because they do not trust your ability to read or comprehend information. 

In short, while I am forever grateful for Majorel for allowing me to work there during a pandemic, it is not a good company to continue working there for about a year. Majorel is a disposable company that you work temporarily while you head to school or find a career in your desired field of choice. 

My experience at Teleperformance has been overwhelmingly negative. The poor scheduling practices, lack of flexibility, and stifling company culture made it a toxic work environment. The security concerns and lack of communication only added to the stress. I would not recommend this company to others, especially if you value transparency, flexibility, and a supportive work environment.

CONS
Poor Scheduling Practices: The company lacks transparency in scheduling. We were informed during the last week of nesting that our shifts could extend beyond the outlined end time, depending on call volume. This was never clearly communicated during onboarding, leading to unexpected and unwanted overtime. Additionally, the company imposes a restrictive 7-minute maximum for bathroom breaks, which is inadequate for an entire shift.

Lack of Flexibility: Employees are given little to no choice in their schedules, including working weekends. The rigid scheduling didn't consider individual needs or constraints.

Poor Company Culture: The work culture at Teleperformance is stifling. Communication between coworkers is heavily monitored and restricted, creating a cold, disconnected work environment. The company’s approach feels more like "sit, take calls, meet quota, or face consequences" rather than fostering a supportive, collaborative atmosphere.

Security Concerns: The company’s devices pose potential security risks, with intrusive monitoring that feels more like spyware. A coworker who unplugged his computer after work for privacy reasons was reprimanded, raising further concerns about privacy and data security.

Lack of Communication: There's a significant lack of communication from supervisors, making it difficult to address issues or clarify expectations. This extends to a lack of transparency in policies and procedures, which often leads to confusion and frustration.

Unreasonable Time-Off Policies: Requests for time off, even for legitimate medical appointments, are often denied without clear justification. This lack of accommodation can make it challenging to manage personal commitments alongside work responsibilities.

To start, I want to say I only finished the 2 week training because I was getting paid, but I couldn't bare one more day on that place. To start with, salary isn't what is advertised. On the job offer costumer service was 16.75$ a hour, which we all found out later on the TRAINING that the base salary is actually 12.50$, which you can get more with bonuses and goasl that the company makes very difficult for us to get. The training was a joke. From 7am to 3pm sitting in a room watching slides which 75% of the stuff they are showing us, is irrelevant and wont be used on our actual job. We were actually joking how the trainer most used phrase was "...this is just for you to know guys, but we as costumer service, won't be doing that". I am not even kidding. Another frustrating part of the training was how the computers were old, 50% of them didn't login on the service we needed, and some days NONE OF THEM DID. We just sat there listening to this random stuff that we couldn't practice, so we were'n learning anything related to the job we'd doing. There was a few days that we'd go to the "floor", where we'd be taking costumer calls, and most of our logins weren't working! There was this big woman that was one of the supervisors was super rude to everyone, looking like she didn't give a f*** about the job either actually everyone there look like they couldn't care less. Just a job to quit as soon as they have something better coming up... When I finally quit (me and at least half of the people on the training too) they removed my payment profile without any notice! What I was told is that the payment would go to my bank account, since they already had the information, but a few days after I was supposed to be paid and nothing happened, I went there and was told they had a printed check for me. If I haven't gone there, it would still be sitting there.
Anyways, I could go on forever about that training, but this company needs to invest more on the computers, since is the main tool for work, and improve their training with actual relevant job related content.

I went through a lengthy and demanding hiring process, including multiple tests, simulations, and screenings, only to find out once I joined the video call that it was a group interview. From the start, it was clear that the organization is chaotic and controlling: the interviewers were flustered, disorganized, and often stressed, yet maintained a strict, intimidating tone.

During the first part of the interview, each candidate was asked the same question in order, which put the first person on the spot while the last person could essentially prepare their answer based on others’ responses. The order never changed. Afterwards, names were read out in suspense before they said, “You can go ahead and leave the call - we won’t be moving forward with you.” It was uncomfortable for everyone.

The remaining candidates were then taken through hours of onboarding paperwork and online forms without prior warning. You were only allowed to move along in the process after one of the two reviewers approved each step for you, which made the process drag on for hours. Throughout, staff snapped at each other and showed visible tension, creating an environment that felt watched, fake, and intentionally stressful.

Regarding the job itself:
-Room scans are required, and you cannot have anything in the room, not even a pencil.
-As tech support for Apple, you are not allowed to have Apple products nearby, making troubleshooting unnecessarily difficult.
-Company equipment is shipped to you but often arrives broken; employees are accused of damaging it and charged.
-Schedules are frequently changed with little or no notice.
-Work-life balance is non-existent.

Overall, the company feels high-stress, poorly managed, and intimidating, with a culture of surveillance and disorganization. I would not recommend working here.

I have worked at two call centers before I did at Teleperformance. I'm used to how bad they are and how testing the inherent nature of the work is. I still have yet to find a more frustrating job than this one, however. The manager in particular has no respect for basic worker's right and I've seen her personally threaten at least one employee with termination because they were sick and decided they needed to leave in the middle of their shift. I saw a supervisor (reluctantly) write up an employee who had to leave in the middle of their shift to attend to a personal emergency. Outside of one time when EMTs were called, I have never seen an employee be able to leave work without serious consequences regardless of the cause for leave being more than valid.

The co-workers make everything easier though. There's something about a call center that brings in a certain kind of person that usually has no illusions about the work and just makes it fun for people. But the pay is negligible (I personally had a bilingual bonus that made my life somewhat easier so I can't entirely complain); the hours and scheduling basically mean you can forget about doing anything else with your time for most of the week; plus you will be too tired to do anything else when you're actually free and most importantly the job is pretty much a dead end unless you fit a very narrow standard of excellency. And even then, supervisors only get paid something vaguely resembling a living wage, from what I understand.

The job itself, though, is as easy as it gets, really. Once you get over the angry/frustrated customer part, you are just handling transactions and providing minimal tech support. And honestly a good 30% of the highlights of your day will be making people's lives easier just by fixing their TV and letting them unwind. It's just everything else about the job that will eat at you.

Employee acknowledgement:
Pay is set, they do not review your performance and promote or acknowledge based on performance. They offer a "bonus pay" structure, but it rigs itself against the employee. It's based on customer satisfaction which is always going to be relative. Example - if the result leads to customer dissatisfaction due to policy. Essentially - Employee does everything to fix or identify the problem, explain the outcome is due to a policy that limits from getting the solution a customer wants. They're ultimately going to be dissatisfied, leaves a bad review - employees bonus target is negatively impacted. Customers don't fill out reviews rationally if they don't get what they want therefore its the most volatile performance metric to base bonus pay off of. 

Personal experiences - 1. Payroll - Took over 15hrs off a 96hr worked pay-period without notice or explanation. Took more than 6 months to get ANY kind of explanation. 2. Had separated department roles for specific services. One day decided to consolidate that service into general supports duties. No pay raise for the added responsibilities. Barely a 1.5 day crash course on how to do it.

Employee expectations - every second of your shift is timed. It is a customer facing job role, very little down time. They call it "call avoidance" if you need ANY time to do something for yourself, its all tracked and will lead to docking pay. This includes bodily functions like bathroom breaks. You're not allowed to have your phone in the room during work hours, so rule out having to deal with your life/family during your shift.

Excessive security measure expectations for what you are paid to do. Constantly under pressure with job security loss if you make a mistake for an entry level job.

Worked here for over a year now and let me summarize WHY you shouldn't work or even think about working here for a long period of time.

1. THEY OVERWORK THEIR STAFF (it may sound general as there are many campaigns at Teleperformance but my campaign specifically, burns the heck out of everyone most especially the hardworking staff)

2. THEY DO NOT REWARD GOOD WORK. They would only offer "GRATUITY" when they need to suck something out of the few good people they have. In exchange of that "BONUS", you have to basically be their slave. If u didn't perform good enough, well, no bonus. And where does that bonus go? God knows where. As far as i am concerned, BONUSes exist because it is a REWARD for an exceptional performance. But Teleperformance make it look like we are dogs hungry for bones so unless you (as a dog) perform a clever trick, no bones for you. Sorry.

3. UNPROFESSIONAL LEADERS. Supervisors and managers should be there to guide you at your task and help bring out the best in you. But it is the other way around. Supervisors would avoid escalated calls 99% of the time. Call it lazy or incompetent but they get nothing done and only worries about the production yield. So yes, there is a HIGH TURNOVER rate.

4. THEY PROMOTE THE WRONG PEOPLE. They promise that there will be a "room for improvement". This is a complete lie. How does one person promote another? There are several things to consider but you OBVIOUSLY do not promote someone just because they are your "buddies" off work. Not because someone is punctual BUT is utterly clueless of the job means that person gets promoted. The promotion at my campaign was a complete JOKE. All the negative feed backs a hardworking staff can think of are all here.

I/We are not treated fairly at this place. You might wanna consider these abovementioned feed backs before applying unless you are desperate and/or do not mind losing your sanity.

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