I currently work here and all I can say is that I have never experience anything like this hot mess. I started this job a couple of months ago, having know little about the company. I went through the hiring process, and was hired the same day. I figured it would be like any other call center I worked in before. Not at all. This place is...well...crap. When I was hired, I was told that I could transfer to my home state of Florida, to Orlando to be exact, after 30 days. I was also told that moving up in the company was possible. I thought okay, so I declined another company's offer, as this job was local and I have small children. Even though that job would bring me in higher up on the food chain and relocated was guaranteed. But, I wanted to be local and thought I could make up the difference by working hard and moving up fast. Nope.
I was told that the starting wage was 10 an hour, I accepted and went about my way. When I finally had to time to look over my paper work I saw that the wage for training was 9.00 and 10.00 on the production floor. I was a bit pissed, but I needed the work. I started training a few weeks later, and that was a hot mess in itself. We trained for 8 weeks. During that time we were constantly reminded by the trainer and others that this was way better than what it had been when it was US Support, which only offered 3 weeks then threw you on the floor. During that 8 week period, we sat, clicked through Sprint Knowledge test, talked and listen to our trainer talk about himself. We learned virtually nothing. Most of our time was spent sitting around going over and over the new (crappy) system doing the same drills as our trainer nursed his hangover. Around week 4 or 5 we meet the nesting crew and began a 3 week shuffle from musty classroom to musty classroom (where they hid us) to musty nesting room. We might have been on the phones in nesting 2 weeks. We learned nothing really. We mostly sat around in broken chairs, breathing recycled air from overused filters talking when were weren't getting in trouble. When we did get on the phones we were pulled to make room for other classes. This would usually be the time they would give "feedback" which consisted of putting everyone scores up on a projector and telling you needed to do better, but offering nothing of substance to help you this quest.
This led us until the schedule bid and production time. This is when we found out that we had truly been duped. We kinda figured it out when they kept going back and forth about our Easter pay, for which we only received 5 hours of, out of a 12 hour day. We were led to believe by Vickie Hayes, that we would be able to select from any of the shifts. Nope. We were given night shifts with some of the worst TL's in the place. From there everything has take a nose dive. The TL's are often rude, incompetent and unprofessional. You are given differing instructions, and are often left to ponder what in the hell is going on. Our pay is still at 9.00, we found out that we would not begin getting 10.00 an hour until week 12 and many of us are missing whole days of work from our pay (HR is working on it, but many of us were accused of not being there or not working while we were there). Nepotism is rampant, and the lines between supervisors and subodinates is bleared. Dress code only applies to some as does training time. We are often threatened with being fired over failed surveys, being in auxiliary mode, or not getting off a call within 7 minutes by transitioning the call outbound, transferring or sending customers to a Sprint coporate store. And the time on the computer and the phone never match. We were not told until on the floor that our time began when we logged in to the phone, not when we log into the computer. As for breaks. We cannot put our phones in auxiliary for breaks solely, there is no difference in the auxiliary modes 1 and 8, so really it just looks like were not working. We are often coached regarding our failed surveys, but not told how to truly prevent them. Nor have we been allowed to see the survey the customer receives. We waited two weeks after being on the floor before we had access to email and kowledgents. We our not allowed to have our phones on the floor, not even for emergencies, yet our TL failed to give us thier contact information, so if you have a family emergency you may be screwed. We are not allowed training time to complete skills training, you have to do it while on calls, which is distracting, threaten with termination if you fail to complete them. Mandatory overtime, must be found out by word of mouth, as AC and others in management feel that mix and match clothes day is more important than your job security. And this is just the work end of it.
The bathrooms in some building are so filthy that many of us hold our urine until we leave for lunch, can make it to the main building with the admin offices, or go home after 13 hours. The bathrooms are routinely spotted with menstrual blood, feces and urine and this is the women's bathroom. The cubicles are filthy, with rements of food and grime and the chairs they provide are broken causing discomfort and possible injury. The equipment is cheap and broken, and unfit for the software the is running on them. The overall atmosphere in the place is low rent and reeks of ignorance and drama.