customer service representative

dynamics 365 architect

technical consultant

senior project manager

software application packager

Datacom

I hated this place within the first few weeks of training but needed money.  The trainers were lovely but we weren't able to use the real system and so many things didn't work because "its a training environment but it'll work out on the floor". The information we got in training was not consistent with the actual processes when you went live which created  a lot of confusion.  They have people to help you but you have to ask for permission from your team leader to ask for help, after you've justified that you need it by showing all the things you've tried to do and prove that you've followed procedures, and THEN you're allowed to ask for help, then you wait upwards of 20 mins for help all the while keeping the customer on the phone. Bear in mind that each call is to take no longer than 13.88 mins in order to meet the KPIs for call times. 
Literally every second of your time is recorded I was 58 seconds too long on my tea break and got told to work on fixing that. Most of the team leaders are nice but they only care about stats. The pay is terrible. Im a casual and I get paid more than my team leader which is ridiculous. Casual loading should not equate to a higher rate than someone who is in charge of 20 people. 
They constantly break up teams and rearrange seating positions with an hours notice.  Or if you're not in on the day the email goes out you turn up to work and have no idea where you are unless one of your friends has told you that you've been moved. Don't expect your team leader to give you the heads up. 
You are  not adequately trained to deal with the type of calls we get eg DV, assault, child abuse, actual suicide threats and people who are utterly desperate. It is impossible not to be emotionally affected by this job. I go home at night and think about customers I've spoken because their situation was so traumatic. It stays with you. And if you can't help them it's a horrible feeling but you're told not to get emotionally involved,  take a few mins to compose yourself (in the approved phone code so it's recorded as non billable) and to move on to the next call. Every day there is at least one person in tears.
The best thing about it is your co workers. They are honestly all lovely and I think it's because we all know how horrible the place is so we have an unspoken bond.
The turn over is insane and the way management addresses that is not by increasing employee satisfaction, it's by mass hiring 60 people at a time knowing that by the time they are finished training, enough people out on the floor will have quit to make room for them. 
Yeah we get cake but there is not enough cake in the world to make up for what you go through.
I can't wait to get another job so I can leave this place. 

I've worked in phone based customer service roles for over 5+ years and this by far the worst experience I've ever had.
I knew it was going to be bad the moment I walked in and saw the somber tired faces of all the employees on the floor who looked like their souls had left their body.
Training is incredibly inadequate for the types of sensitive calls you take, and you were simply told 'not to get emotionally involved' if a customer was crying or frustrated and to remain 'professional'.  
I saw people crying at their desks due to the pressure, the highly stressful and at times abusive calls you get from customers, and complete lack of support you get from team leaders and management. Want to take a toilet break in-between calls? Be prepared for team leaders and supervisors dock that time from your pay slip and have a dig at you for going outside of your unpaid breaks.  
Only pro was the great people I worked with on the floor, we had some great laughs. But, that doesn't last long, the turn over is incredibly high with at least 2-3 people leaving a week because get burnt out so quickly. I lasted 6 weeks in total before I decided to chose my mental health over a job and it was the best decision I've ever made. 
I get that times are rough, and a position here is tempting, but my advice is to prepare yourself for the worst, stick it out until you find something else, then get out and don't look back.

For starters, I was interviewed and hired for a casual position that would require 9 weeks of full-time training to begin with. Then months later, after waiting and waiting for them to actually tell me I was starting, the training was shortened to 8 weeks. Then suddenly on the day I started training, I was told 4 weeks. Then finally, after a few days I was told I would only be training for two weeks and then I'd be on the floor making calls. So you would think the training would be sufficient to make making calls easy enough right? Well unfortunately, they seemed to completely miss the mark and train everyone completely irrelevant and useless information over the entire two weeks. Not one piece of information we learnt was useful once we started making calls. Then to make matters worse, even the management didn't seem to know what to do when we all had errors. We would be waiting minimum an hour per error for someone to come help us while we've got a customer on hold, and even then it isn't guaranteed they'll even know how to fix the issue. All of the management staff say different things, one will say we're authorised to do something while another will say we're not. The whole place felt like a mess. I wanted to love it there because the people themselves are mostly all wonderful, but the management is just terrible.

What is the best part of working at the company?
Learning different techniques, understanding of clients needs, working closely with team members, Answering questions related to grants available during lockdown. Guiding the callers how to look up the roadmap out of covid, providing information who was allowed to have permits to work during Covid.

What is the most stressful part about working at the company?
Listening hard breaking news about publicans who could not visit love ones that live alone or hospitalized with serious conditions. 
Explaining that it's illegal to leave your premises without authorization.

What is the work environment and culture like at the company?
The work environment was exceptionally caring and being there for each other during this time. 
The team communicated through zoom meetings and training guidelines.
The Supervisor was always available to talk over the phone and messaging when need to verify certain questions that you were not sure about.
Working for Datacom was a wonderful experience,  privileged to been part of the team through that difficult time. 

What is a typical day like for you at the company?
Keeping up with callers, answering questions, learning new skills and having the opportunity to work with some wonderful people.

What is the best part of working at the company?
Best??? The customers. I wouldn't work here and would not recommend anyone else does either. You are not paid what your position requires and they are harder on you because they do not want to lose their contracts. Don't do it.

What is the most stressful part about working at the company?
The misjudgment from your bosses. Horrendous experience. You are not a human while you are working there. All Call centre jobs are bad but Datacom is the worst.

What is the work environment and culture like at the company?
Horrendous. They will misunderstand anything you say and judge you for it. You will not be listened to in a bid to defend yourself; they have a judgment template and you will be put into one of those categories. If they think you are, say, racist, then you are despite you defending yourself. I would say my experience with them was abusive.

What is a typical day like for you at the company?
Stressful. The only people who survive are people who are happy to be robotic and do their job without feeling for the clients or speaking to them in a natural way. Many people that I worked with admitted that they didn't care too hoots about the customers and they thought they were pains in the neck.

The training environment is totally inadequate to prepare you for the nature of the calls. Once on the live floor, support is minimal at best. Some team leaders are extremely rude and condescending if assistance is required. Calls are timed to the second and twice daily, an email is sent to all staff and graded from fastest to slowest call times. If you have a complicated or a  mentally exhausting call your time is compared against your peers with basic calls, and is then deemed slow which reflects in the email to all your co workers. Toilet breaks outside of unpaid breaks are scrutinised and frowned upon by team leaders. 
The turnover of staff is extremely high as the work affects your mental health. It’s a common occurrence to see co workers in tears only to be thrown back on the phones as soon as they get composure. The job is absolutely soul destroying in so many ways, and the pay is beyond disgraceful for the role you undertake. I would not recommend a job to anyone at Datacom. 


 

I had worked within this industry for years so was lucky knowing what I was doing. The trainers are not equipped with the right training tools or have actual structure across the board. It seemed as if no body was on the same page and the business structure was a complete mess. This caused so many problems when you went 'live'. If people needed help you needed to prove you tried to solve  the problem first and wait times for help could be over an hour, you were expected to keep the customer on the phone the whole time, on hold and check in every five minutes. The constant change in policies, procedures and job specifications made it confusing. You are also working with multiple systems at once. My colleagues were amazing people. Was also lucky to find love there. The high stress environment and little support is hard on people. Absolutely everything is monitored! Including your calls, screens and break times. For the amount of work you do the money is not worth it.

The work itself is rather repetitive, however expected as it is a contact center role. The information is always changing and always unclear however the SME's generally try to help in every way. COVID has made the work a lot harder and more emotionally driven which has made everything so much harder on all. Team leaders are generally very responsive and try their best however, there isn't much wiggle room when it comes to certain aspects. 
The only reason to really get excited is the teammates you have, they make the days bearable. 

The pay and incentives are laughable compared to other similar roles in other companies. Some of the incentives were also almost very rude in nature, being used as a carrot on a stick for some and being shutdown if one person in the center failed. 

Good first step into the work force, but by no means is it an easy role. 

Although giving people opportunities for work during COVID, the management was really poor, they hired too much people (more than 100) in each hiring group, which resulted in rosters poorly managed often (too many people shifted but not enough desks) this causes problems with shift & payroll in which you would have to follow up yourself and sometimes don't get any responses from team leaders until after a while. The last group of people hired only got to work a few weeks until they got let go even though they already knew it was getting busy, less inbound call demands. My team leader was responsive, but some others are not. 
Training was only for basic tasks, most you have to figure it all out on your own or 'floorwalkers' usually teach you more if they are nice. 

  I had a poor overall experience. Several senior leaders were appointed despite having limited expertise or a demonstrated record of success, which affected their ability to manage day‑to‑day support functions and lead effective organisational transformation. Leadership also appeared to operate within a closed circle of trust. These factors contributed to a decline in workplace culture, increased pressure on frontline teams, and redundancies driven by financial constraints. 

Top Job Titles	Average Salary
Customer service representative 16 salaries reported	$52,500 per year
Dynamics 365 architect 3 salaries reported	$190,000 per year
Technical consultant 1 salary reported	$140,000 per year
Senior project manager 30 salaries reported	$161,083 per year
Software application packager 5 salaries reported	$117,500 per year

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