I want to preface that I can say more on this topic and if Conduent want's to reach out to me to get the rest of my input I would be more than happy to talk with them but these are just some of the major complaints I have with how the company is run.
With my time at the company I can tell they really don't care. I was one of the lucky few who picked the right shift to get Christmas off, everyone else has to work and if they tried to call in they were terminated on the spot. They will also communicate overtime options to everyone, as long as you are off of a call and not in the bathroom or on break/lunch. I missed making up time not only for Thanksgiving(which was a forced day off with out pay) But as well as 2 subsequent days for overtime potential. Conduent will reel you in with talk about paying $12/hr during training and $12.25 after. What they don't tell you is if you aren't perfect during your first 5 weeks on the phones not only do you not get the pay boost you risk loosing your job even if you are 1% below goal. They are also one of those companies that the employees are always the problem, and if you fail even a single survey they will tell you it was your fault because they customer is ALWAYS right.There are 2 metrics you will get judged by (at least on my project) 1)How has your overall experience with(insert company name) 2)Would you deal with this representative again. To me the second one is the one they need to be focused on because that determines if the customer is happy at the end of the call.. but no they care about the first one. I don't care how great the Comcast rep is I will always hate Comcast and that will never change. The management say that it is our responsibility to change their minds but in my example is the same for many people. But it still counts against us. If you can AVOID THIS COMPANY. They brag about how great they treat their employees then screw them with refusing to correct time errors, and have policies in place that I've had several customers hang up and fail me on surveys for(all of which they wouldn't dispute because I didn't thank them for verifying through the automated system or I didn't acknowledge their tenure). We aren't allowed to take payment and with how understaffed management is it can take upwards of 10 minutes not only to get someones attention but to get the customer transferred to them and get the payment resolved. Oh and in training they tell you that you will have plenty of floor support to help with any question you may have. I have had customers on hold for upwards of 15 minutes just to get clarification on a bill, and god forbid if you get up from your desk to track one down, that is an instant write up. Like I have stated previously AVOID THIS COMPANY.
