moreĪtento is a customer service company that has offices and call centers in several countries. Unfortunately, management never hears the feedback from those specific customer. In all honesty, the most enjoyable part of the job would be being recognized by some of the customers that you are doing your job right, that they were assisted correctly and they are pleased with what you did to resolve their issues. But I guess that is part of every job you can't always be able to please everybody at once. The hardest part of the job is trying to be as nice and friendly with customers as you possibly can and being cursed at when you can't assist them the way they want. However, management is not very well organized they are never coordinated and each provide different information, whenever customer service representatives need help, they are hardly available to assist, they demand to show concern and empathy with customers when they do not do the same for their employees and are constantly looking to protect themselves and never care about the interests or the health of their employees, which I find to be completely unacceptable. My coworkers are amazing because they go throught the exact same thing as I do and we can relate very well to the strains the job creates. moreĪ typical day at work includes dealing with different kinds of customers and different attitudes that might cause a strain emotionally and physically I learned that you need to be able to react in front of any situation as positive as you can and not let those attitudes get in the way of being able to do your job. This company also requires that you work. There is a lot of drama that is not properly taken care of or addressed because there is no HR Department. You just saw a weird person walking around thinking it was a new agent coming out of training and into production. Like the Operations Manager, they never formally introduced themselves. When they hire new people, they are not being introduced. They do not keep all agents up to speed on current happenings on the production floor or the company in general. There is no goal system or reward system for that matter. They offer no incentives on the production floor. If your call time exceeds 7 minutes, you’re considered doing your job poorly.
Also, Atento does not care if you go above and beyond for the customer. Otherwise you will receive 1 point for each day missed. The only way you can ever be excused from missing a day of work, is with a medical note. One of the supervisors is barley there, yet they don’t cut agents any slack. That’s a recipe for disaster within the production floor. This company just barely started here in Utah 4 months ago, they will hire anybody and everybody of all ages, some may say how great that is, others already know that’s not great. Because of the poor training, systems and resources available. Majority of management is childish and refuse to help, there is a few of them that are ok though. You get written up if you are 1 minute late from break or lunch. They have a/c issues in the building so its always hot and stuffy. They are strict on every metric and write you up if you aren't meeting, and they also find other ways to punish you like taking away your paid breaks and shortening your lunch to 30 minutes until you are at goal again. Had that issue brought to the attention of the site manager and he seemed surprised and then eventually got a $.50 raise a month later. If you get selected to move to another department (or fired if you chose not to) you have to take calls from additional lines of business for no additional pay. You handle back to back calls all day, majority of the customers are angry, so you get yelled at all day. If you make it after training, the pay is still low. One of the trainers doesn't like other women, and will single them out, fight with them and fire them when they retaliate.
They fired anyone for any little reason during training. The training was poor and only covered about 10% of what you actually do on the job. The person doing the interview had a xanax pill sitting on top the desk in plain sight. The entire interview process when I applied probably lasted no longer than 10 minutes, was asked about 5 questions and hired on the spot.
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