customer service representative

team leader

software engineer

call center representative

inbound customer service representative

Concentrix

When I first started at Concentrix (Previously, Webhelp), the training process felt more like a cult attempting to indoctrinate me rather than actually preparing me for my duties when I was put onto the floors. A lot of flowery language, positive tones  and kahoots (most of the training group I was in consisted of mostly Teens and Young Adults including myself). So when we were thrown into our first calls it felt like it was sink or swim without much in the name of support. One of my first calls was so bad that the customer immediately recognised my inexperience and started requesting that I put one of my guides on the line instead. It was at this point I noticed members of my group outright getting up and walking out or subtly quitting after one day and never showing up again. If you manage to to get through the academy then you have to deal with the lovely managers and QA people who will watch you like a hawk on their monitors, if you're a second late back from your break, god help you. You are graciously awarded 6 minutes of "toilet time", have fun staying within the time limit. You only get 6 a day and due to the hostile design of the building, it's going to take you half of that time to get there in the first place. Most of the TLs are the most incompetent or lazy people on the planet. The one I have is great but when they're gone? Good luck finding someone who's not just gonna wave you away when you've got a customer screaming at you down the phone line or you're instructed to get them to take over a call. Career progression? Don't make me laugh. Holidays? You get them. Have fun trying to get your requests for time off approved, even if you are within the timescales that "guarantee" your time off. The best part is the coworkers as you are all bonding over an equally miserable existence, and leaving. 

If you want a few months stint before dumping a gig, work at Concentrix. If you want a job that destroys your mental health, work at Concentrix . If you want a job that punishes you for being human, work at Concentrix. 

They need to recruit almost constantly due to high staff turn over. All they care about is their 'stats' and 'metrics' they don't actually care about the customers. They don't allow you to show any initiative, you are forced to do everything in a particular way or get a failing 'grade', even if the outcome is worse for the customer, they should actually just employ bots because they do not appreciate some of the wonderful people working there who care about the customers. Managers are micromanaging, hyper critical, souless vessels. My training managed not to cover the ins and outs of doing the actual job at all, it was endless videos about being woke and not commiting 'micro-aggressions' etc. They chucked me to customers with no actual training or support, I was sat alone, if I came to ask a question, they would act put out and annoyed. The managers were charmless and did not even pretend to take an interest in you or be helpful, weirdly it was like they wanted you to stuff up. They had a few favourites who got all the asistance they needed. By week 4, I felt targeted and very excluded, they would approve everyone elses emails exept mine, which would sit there for 5+ hours while all the ones before & after were approved, this happened everyday, they made it impossible for me to do my job and provide good customer service. The only time they focused attention on me was when they took me to a meeting room, where they would pick the call/chat that went the worst and pick it to pieces, even though I always answered the question or provided a solution, Some of my cases went beautifully, but they will never acknowledge those. This job really shook me, they attacked my confidence in myself, I lost the will to live.   

I was interviewed for this position, and didn't hear back for about 3 months. I finally got the call and was told id start in a months time. 
I start and all seems okay (a lot of BIG promises made and never delivered on)
During the ridiculous 7 weeks training (which is as good as useless) if we finished even 3 minutes early for the day, we were forced to sit in silence until exactly 4:30pm. 
Once on the 'floor' the support that was drilled into our heads in training all but disappeared, you would sit there waiting for 45 minutes for help with an already frustrated customer on the phone, so every day was miserable. The Team Leaders were ridiculous, and only cared about numbers, not if you were suffering from phone calls about death or just having a customer threaten your life, they just wanted you to move onto the next call as If nothing happened. 
if you leave to take care of an emergent family situation, you are made to feel like the worst employee they've ever had and an even worse parent for being at work in the first place. 
give plenty of notice when you need to take leave, yet still make it out like youre a failure. 
they give you 6 months probation and look for reasons to fire you before that is up. 
I had the top scores across the board for ACW, AHT, Talk time and other KPIs and was still let go because it 'wasn't working out' this was not even a week after my team leader told me he wanted to promote me and said I was doing exceptionally in such a short time. 
over all it is absolutely disgusting, there is no support, the pay is barely minimum wage. 
only good thing was dunda on a Friday night  for .$5 drinks.

A typical day at webhelp/concentrixs involves getting abused by customers, abused by management and feeling as if you should be an ai robot.

Management and OPS play favourites with employees. They crack down on people being even 3 seconds late from a break. 
You are treated less than human for not up-selling to people on the phone and that INCLUDES people with mental impairments!

The work life balance doesn't exist. Scheduling will change your rota less than 24 hours in advance, so you need to check multiple times a day, just incase they decided that you are lucky enough to switch a shift you never asked for. 

The work itself is easy but the management and company are disgusting in the way they treat you. They expect you to do sales (which they negate in actually calling it sales) on every call and get annoyed and give you warnings for not getting it

Your bonus is not based on performance, as you never actually get the money you are due and even if you upsell and hit the bonus markers you still won't see it for months. 
Up-selling also effects your TLs bonus so they will push and push till you make it. 

The company is a revolving door as they expect people to be multi-skilled but will NOT pay you extra for being skilled in multiple departments. You get minimum wage plus an extra couple of pennies to make it seem "worthwhile". 

The best part about this job is leaving at the end of the day and hoping the place never reopens.

Working at Concentrix as a banking data remediator makes me feel like attending a primary school. You have to leave everything in your own locker then being body checked by the security before getting to your desk. No mobile nor any form of paper is allowed on the floor.

The virtual training provided at the beginning was an absolute joke that confuses you even more when you hit the road. TL unable to provide you with support if you got stucked on the process as they know nothing about the SOP. You are on the mercy of other agents/QA to help you. SOP doesn't cover everything you need to know to perform the job hence weekly ongoing process change is driving you nuts.

Super high turnover rate due to people fed up with ongoing process change and mis-information from the management. 

Constantly battling with unreliable systems and applications that keep playing up on you when you are trying to complete your daily numbers.

Dead-end job that will get you nowhere but lost with poor management.

Personally I really disliked working for webhelp.
It's not so much the job, which can be difficult at times, it's the company. 
The chance of getting holidays authorised is often little to none, you're pressured rather than asked to come in for overtime. Shifts are not great if you're not on set shifts, my personal life became non-existent outside my work relationships. The people who work there for the most part are really nice and it can be fun at times, however certain management are lazy and unprofessional. When they are asked to go on phones they do little work and often go out for cigarette breaks that are not authorised.
When I started I told them I was also at university, I was refused days off for my exams - in my degree year! Even though I applied and asked in advance. I had a great deal of holiday hours left which could not be authorised, I was then told I wasn't entitled to half of these due to a computer error. 
When I left I gave two weeks notice which I worked, but then was not given my final pay on payday for over a month, a month of questions and phone calls.
It's a good place to make money as there's lots of overtime, but in my opinion it's not good for anything else.

This company is not worth working for, the stress and micro management that you will continue to receive throughout your duration is ridiculous. They only care about numbers, think about this if it was a good place to work why do they constantly have such a high turnover and they continue to ALWAYS higher new staff. Employees dont get treated correctly, the team leaders are all young and inexperienced have no leadership skills and dont know how to handle certain situations. The pay is low for what you do, you get abused by customers and they expect you to just take another call. No support at all. The amount of rumours that go around that company is crazy - so much gossiping.  WOULD NOT RECOMMEND AT ALL, LOW PAY FOR WHAT YOU DO, POOR MANAGEMENT WHO ONLY CARE ABOUT THE STATS, SO MUCH STRESS WITH NO SUPPORT. Think about this before you go for the interview - If a company was good to work for and looked after their employees WHY are they constantly hiring? Says alot, on average 14 people resign/walkout a week. They have permanent 'training team leaders' because there will always be new staff hired due to the amount of people that quit.

So I signed a contract last week for a new job with this Fortune 500 company, commencing this Monday. 
It was a very lengthy interview process consisting of 3 online tests,  typing test, technical knowledge, 3 face to face interviews including role play. 
Police check, reference check, all good. 
After signing the very strict letter of offer(contract) I received a letter of congratulations saying I was to commence this Monday the 22nd and what to bring etc.
I then receive a phone call just before end of business yesterday saying it was off and that the contract was no longer going ahead. 
I asked if it was just me and they said no, everyone due to start on Monday had been cancelled. 
This didn’t lessen the blow.
I thought it might have been a fall out of the contract between the recruiting agency and the company so I thought I would still go on Monday until I heard from the Company. 
Just after 6:30pm last night I got a letter from the company confirming this and apologising for the confusion. 
So back to square one and nothing but a letter of apology for the ‘confusion’.  Fml.

The training was utterly appalling. Doing cringeworthy group exercises on huge pieces of paper and then having to read them out like you're back at school. As one of the older ones in the training group I regularly noticed the immaturity of some of the younger ones who irritated me with their attention seeking.

The academy part was just as bad being treated poorly by the ones who are supposed to help you but really just glare at you most of the time and clearly just want you to get on with it and not ask for help if you're stuck.

I liked the days where you could dress casually but when they had days where they wanted you to dress up in costume I felt like I was being pressurised into acting like an idiot. Not my kind of fun time at all but each to their own.

Overall not worth the dismal hourly rate you are paid at all should you make it past those awful hurdles I mentioned above. You are treated like dirt by management and have to put up with some real abuse from customers. Only bright point is the few other co workers who you actually bond with who understand your suffering.

Initially, the job was bearable and training was minimal at best. However, after working at Concentrix for a few months, it has become a stressful and toxic environment with little support from management. Procedures are not consistent and questions are not answered despite asking for assistance. The workplace is very strict on time limits including toilet breaks of which you are confronted if they deem you have spent too long on bathroom breaks. Team leaders are very avoidant on taking escalations despite being requested to follow procedures. It is difficult to find good things about the job as they show a decline in management and improving the workplace.

Pros
- Not applicable

Cons
- Company is very focused on profits instead of customer service
- Absent and avoidant team leaders and management 
Inconsistent procedures 
- Constant IT issues of which agents are required to work around
Training is not in relation to the job itself and very rushed
- Verbal abuse from customers are very frequent and support from management is non existent
- Unrealistic targets for calls (e.g. call time, acw, meeting kpi)



Top Job Titles	Average Salary
Customer service representative 8 salaries reported	$54,435 per year
Team leader 12 salaries reported	$62,623 per year
Software engineer 5 salaries reported	$86,159 per year
Call center representative 3 salaries reported	$27.33 per hour
Inbound customer service representative 5 salaries reported	$27.15 per hour

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