Job Title: Technical Support Agent
Location: Fairfield, Alabama
Submitted on: 16-May-04
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Teletech was a very high stress, face paced environment. There is too
much attention paid to low talk times and not enough attention paid to
customer satisfaction and first call resolution.
The employees very professional, with the ever existant exception of a
few, which can make the environment hostile. There were many examples
of too much information and different methods of training for my
position and I personally never knew for sure whether or not I was doing
my job correctly until I was QA'd and was coached for doing something
wrong. That was usually when I was doing something exactly how I was
trained and then was informed that the particular function had changed,
but no one ever told anyone different. Based on this experience, I
firmly believe not anyone there is doing their job accurately. Every
week there is a new rule that somebody did not post, so nobody knew
about it until they were coached and sometimes written up for it. This
policy is not exactly fair to the employees, because we could not be
expected to do our jobs accurately if we were not trained to do so.
All races and nationalities, with and without various handicapps co-
exist for the most part peacefully at Teletech. Which makes an
interesting work environment.
The center's hours were twenty-four hours a day, seven days a week,
never closing for any reason, not even a recent bomb threat closed the
center. Teletech's dress code varied depending on the center's stats.
The dress code ranges from casual to business casual. There was not
really any room for advancement because the individuals that are in
supervisory rolls in the company stay there, not leaving any room for
the lower ranked employees to advance anywhere but out of the company.
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