Customer Service Representative | Miramar, FL | Feb 7, 2020
keep looking. IQor is not worth the depression.
Wow where should I start. I’ve been working here since January Of 2019 and it is now February 2020. So a year and some change I have been with this company. When I first started out it was a very cool job. You meet people, you get to know people, you gain skills and knowledge on customer service. Everything is real fine and dandy. Until you start to realize a lot of unprofessional things happen at this job. And don’t take the word unprofessional lightly because I am using it very heavily. When I say unprofessional I means fights, fraud, theft, drama, favoritism, drug use, and overall negativity. Not only is dealing with customers over the phone very problematic thing but you also have supervisors that expect you to meet unattainable goals every month. And then they use other representatives as an example when those representatives have been there way longer than you have so of course they would know how to do the job very good. I was told that in order for me to receive a raise I need obtain certain qualifications including my call quality, a certain amount of surveys from customers, and other little call techniques that would help me get a raise. I never got that raise, and I am personally friends with other representatives at the job that has gotten a raise and did not meet these qualifications that I was told I needed for a raise.I also spoke with my supervisor when I first got the job and asked if there was any favoritism they blatantly told me no. They even stated that t
1.0
Customer Service Representative | Tupelo, MS | Jul 31, 2020
An Honest Review
Misleads that you will make 13 an hour when in fact you’re gonna make 10 an hour and the other 3 dollars is actually competitive incentives just so they can lure in more new hires.
*iQor has not provided any hazard pay, compensation, recognition, or even acknowledgement of Covid-19.*
I will try to not be biased but this review is something I believe most employees can agree with.
Expect to be put straight to work. The only benefit they’re offering during this time is Work from Home and unlimited overtime but we already get overtime benefits weekly to bi-weekly before the Covid-19 hit.
iQor is great if you’re looking for job security, benefits, and enjoy conversations.
The pay is okay but don’t expect to raise a family with it. Raises are annual and are based on performance so you may get as little as 1 cent or as much as a dollar.
The environment is great but you will find out quickly why people aren’t always happy.
Everything is based on stats and performance. Unlike a lot of places, you will not get terminated immediately for not meeting performance goals, you have about 5 chances to improve each time there is something.
You will start off working 3:30pm to 12am but you can change your schedule once there is a schedule bid for your department but you have to have, you guessed, good stats but you have plenty of different day schedules so as long you’re not slacking on purpose, you can easily land one. I’ve been here since October 2019 and I’m still on a day shi
AT&T implemented stat systems which when combined with Iqor's management practices makes for a marriage that wouldn't even happen on the River Styx by Charon. Iqor is constantly looking for ways of eliminating tenured agents through either making them more miserable by stats, more monitoring, or by the rule changes without a decent amount of time/notification. The customers are abusive a lot of times because they call in because their satellite systems aren't working right. The system that AT&T makes Iqor use and it's agents is very slow to load and does not automatically populate the information into the troubleshooting system. This means you're sometimes waiting a minute just for that to populate per caller and they stress handle times for calls and repeats without realizing if a customer is experiencing multiple technical issues within a short period of time odds are it might be user error and does not reflect in the stat system. Plus the software of the client force updates with new user interfaces that do reduce the visibility of fonts. Mind you even though it was AT&T's update they did not take ownership as a company for that and notify their customers this was coming. So, you had more callbacks which was a stat used to determine the bonus system which they claim makes it a decent wage...and I'd agree if it was able to be reached consistently by trained agents and when you go around the center and see a lot of teams struggling in the same areas and almost nobody h
If you are ok with ALOT of stress at times and a fast learner with different programs then you may not have a problem surviving.
Over all there are spots/moments that i miss and enjoy during training however there are alot of things that make no sense or are just way to diffuclt to understand why they do things the way they do.
when you go in for an interview you are told its 6 weeks of training, they highly frown if you call off or come in late, *training*- they are more layed back (you can bring in a drs note etc and they "may" excuse it but its so up in the air as far as what they will or wont except that its like russian roulette) but once 6 weeks is over nothing helps if you have to call off.....even if your in the hospital...unless you put a request in but as i said its up in the air if it will get approved. 6 weeks is 3 weeks in a classroom 3 weeks on the phone with customers. There is alot of info and sometimes depending on how fast you learn its not enough time. You get help from classmates and the trainer if you get lost or or confused but once your out on the floor....its you....your classmates cant help when they are taking a different call so when i say its on you it is...you can raise your hand and your trainer (WHEN THEY GET TIME) can help or PA's depending on how many they can get.
There we're 2 things they told us that i truly remember..1 was true 1 was nearly a joke.
They said you have alot of support - you do
They also said to have fun- if yo
This company and my experience with me starting, and now still at the charlotte location. Its been good... Like really good for me. My manager has been fair and always kind with me for the most part, the department director was very supportive and helpful to me when I was at my lowest in my personal life. There is a rule you must dress up in the IQor shirts and buy from there store when you start but after a couple months you can just dress business casual and will be find. Very relaxed and communicative as a environment.
I found this place to be easy to move up and take opportunities and so on because there's so many people whom are unprofessional, it was crazy to me that so many people wasted so much time going though trainings and getting close to working remote (before covid) just to get fired or leave.
The majority of the employees are ghetto, I believe there hired for the contracts that are basically rotating doors. If there's new hires, you can always expect to smell weed walking past the lockers...If you speak and treat everyone with respect and stand up to anyone who doesn't treat you the same, and do so in a poised manner you will move up...
Training is rushed and need improvement, I mean this in entry and promotions, but promotions are easier to learn.The Bonuses are good as long as you stick by the book for what your trained to do and make sure you follow the schedule.
If you take the test for your end of training. Don't worry about what schedule you get,
ProsBonus, Benefits, Laid-back since covid, Remote work, PTO is easily granted
Semi-productive work place with serious management/supervisory issues.
Got stuck in the "complaint dept", after I accepted position as a Resolutions Supervisor. I was informed that this would be a "stepping stone" to advancement (training dept OR floor supervisor). It turned out to be a blatant falsehood. My department, as it turned out, was funneled ALL supervisor calls for two major call centers. The front-line reps, when it came to the point that they could NOT successfully resolve the customers' issues, basically keyed on the word "supervisor" and transferred ALL calls to my department. I worked in the Finance Dept but routinely received calls for technical support, insurance claim issues, etc. The Floor Supervisors in the call center, including my immediate supervisor, are absolutely useless. The Floor Supervisors (supervised front-line finance reps) routinely avoided customer calls and instructed their charges to "transfer the call", since they were too busy socializing. When I approached MY immediate supervisor with this issue, I was told that we "take all calls that are transferred, regardless of the customer's issue". This culture failed to enhance the "customer experience" since they would be, needlessly, transferred multiple times in order to achieve a successful resolution to their issues. The actual call cener itself was unsanitary (trash dropped in floors IN FRONT of trash receptacles. Employees tossing trash out of vehicles into parking lot/garage after lunch/breaks (had to pass FOUR trash cans in order to enter building). Cleanin
Prospaid me $13.00 hourly salary
Conssupervisor complacency/inefficiency, inability for the call center to function as a team., eenefits are pretty much nonexistent.
2.0
Customer Service Representative | Tempe, AZ | Mar 28, 2016
Horrible
iQor would be the last job i'd ever go back to, I was there for 2 years and favoritism played a huge role when it came to who the managers wanted to promote. I can only speak for my department.First, the start pay there when I began was $10 which is definitely not worth it especially because your sitting there getting cursed at and getting wished that you would die by the customers in horrible ways. That lasted about your whole shift. The trainers told us that we wouldn't have to deal with that and a supervisor can take over the call but when it came that time, supervisors never wanted to take the call and would tell you to just deal with it or go ask another supervisor who would give you the same answer. Another thing I did not like was being told I have mandatory overtime that same day about an hour before my shift was over because of a high call volume. This was done many times. As far as co-workers, I got along with mine pretty well, never had an issue but then again it was probably because we could all relate since all we ever talked about was how horrible this place was on our lunch's and breaks. What I can say good about this job is that they were always on top of reviews for raises and gave them if deserved. Their bonuses are not all that great, once I was suppose to get a bonus of $400 and they minimized that to half. We all knew that was going to happen in the following month but they did it sooner without telling us and we only noticed because of our pay checks. Be
They will pretty much hire anyone. They make all these empty promises during the interview, that aren’t actually followed through. Then once hired, they will tell you that they don’t offer holiday pay, “because they are an international company, they don’t have too.” Exact words. But if you “volunteer” you could have the chance of winning gift cards.
Supposedly you earn PTO starting day one. But upon inspecting pay stubs, nothing... You only enter the hours you worked, on average. They don’t have you input the exact times you break, or go on lunch. I was shorted hours on all of my checks, due to them not allowing us to enter the timeqey correctly. Isn’t that illegal?
The environment is hostile, and disrespectful all around. You see less drama in highschool. Constant negativity, and lack of any social respect towards coworkers. The childish antics will eventually get someone hurt. Not to mention, they make fun of people with disabilities. How do you justify that too?
Oh and they Expect everyone to work “required OT” 1st-5th of every month. There is no exceptions to this. They will tell you that they offer discounts for phone services. Upon working there, we find out that is not the case. They also promised many of us, flexibility in scheduling, and even part time positions. Again, something else that is not true. They also not offer tuition reimbursement like they say they do either.
When you approach HR about issues, they will call, then say they don’t handle
ProsThey hire anything that breathes air.
ConsLies, empty promises, hostile environment, incorrect information, negativity, they don’t offer the benefits they say they do, contradictions everywhere, no real organization, chaos
1.0
Customer Service Representative | Crestview, FL | Apr 20, 2018
Terrible company
Okay this is going to be long so buckle up if you want to know a bit more about your future/possible future employer. I worked at the iqor (formerly asurion - formerly NEW) in Crestview. I worked for that company for almost 3 years. At first, when we were asurion things were amazing. I had no trouble and I enjoyed coming to work. However, when we became iqor things went downhill, fast. My experience is just for the Crestview site but management was HORRIBLE! They didn't care about their agents at all. They basically rold you day in and day out "You suck, get better or you're fired". They may have not worded it that way but they might as well have. The pay was okay but it wasn't great for what we had to deal with. Since AT&T was our client, they gave us instruction on what to do, what to say, and how to deal with customers. They didn't care about the customers not one bit. Iqor not AT&T cared about the customer. AT&T spent all their time breathing down our necks, telling us to end calls quickly but threatening to fire us when calls didn't go well or we didn't preform well enough. It was an endless cycle. Don't get me wrong, my personal team leader was amazing. I won't name names but I had the best coach in the building. UNTIL they decided to switch all the coaches around to supposedly helo the turnover rate... in which case a TON of people quit. I won't rant anymore about it but basically if you're thinking of working here only do it if you feel like working in a soul less env
ProsBenefits are good and pay is alright plus annual raises if you do well
It's good that it's a fairly easy job to get into. But you're average day is going to be sitting in front of a computer dealing with truly bottom of the barrel customers., What I learned working at iQor is that high school doesn't end for everybody when they graduate, your coworkers and some managers bring that attitude into the environment. This creates a very strange, dramatic, and an unneeded level of, for lack of a better word, drama.
The key thing to remember is that iQor is a large corporation and you will be a small cog in that machine if you decide to actually work in one of their call centers. Some of your coworkers and management understand that you are a person. However, once you go above your direct supervisor you will be judged and treated like a piece of machinery. I have to say that was the worst and oddest part of the job for me. I had never worked for a company that did values it's employees as little as iQor. With it's lack of work/life balance, it's less than stellar HR department, and multiple incidents of bedbug iQor really lacks a basic respect for the employees that run it's day-to-day operations. Even lacking the courtesy to wait for the building to be clear before spraying chemicals, tearing up carpet, and doing other potentially dangerous internal construction.
I have seen them change rules on a whim and terminate employees to settle personal vendettas, there was even an incident where HR blatantly refused to announce open enrollment for ins
ProsThey're always hiring
ConsPoor HR. Poor work enviorment. Foul culture
2.0
Senior Sales Representative | Scarborough, ON | Feb 10, 2018
Keep your head down.
This is the 1800Flowers job at IQOR.
This job is obviously a lot of sitting.
Be prepared to be badgered with questions or stared at if you want to stand up to stretch your legs as your managers stare at you with disapproval.
Every single one of your breaks in questioned, even if you sit at your desk to blow your nose. (No exaggeration here.)
In your down time with the mics muted and no customers, you're not allowed to talk to your co-workers who sit beside you.
Even though you sit intimately close with many people there.
I remember being told to "read the manual"
Have fun doing that 1,000 times regardless of how well you do your job and if you've remembered it.
You will see favourites get away with this though.
They show serious favouritism. People will be on e-mails all day and chatting, but God-Forbid if you want to switch from calls to e-mails to give your throat a break.
On top of that one person could be working diligently and their counterparts are fooling around, but they are favourites, so it's okay.
I remember a girl was on her break and was sitting next to another co-worker to coach him.
She was told to leave the floor for her break, meanwhile the favourites all sat at their desks fooling around on their breaks. The hypocrisy made me disgusted.
The managers fool around a lot.
I mean all they do is joke around, but don't partake. They are literally there to bring you down. It seems like fun at the time, but you will be reprimanded fo
ProsGood Holiday Incentives, The job is easy.
ConsFavouritism, Not accommodating to families, No respect for religious values (unless you're muslim), theft with no consequences, management fools around a lot
A typical day at iQor for myself would be different than a day for anybody else, as I would first check DEO account answer machine messages and occasionally call debtors/employers back.
I would then complete DEO paperwork and resolve accounts in the work queues. I would then handle government calls on the dialler system from 3-9pm.
I have learned a lot, in terms of respect, customer service, assertiveness etc. What's more is, I learned that time management played a vital role in achieving wrap and cash collection targets. Management was always very flexible with me. They worked hard for us, and in turn we worked hard for them. They created a fun workplace, but a place where we knew what they expected from all team members. Management was always caring and took account of all situations - good and bad.
The best part of the job was my co-workers. I became good friends with all my team members, and I was a popular member of the group. My co-workers would often ask me for help, as I was a senior member of the team, and I would occasionally take over calls, or call some customers back, when other team members would have difficulty, due to lack of knowledge and/or experience.
The hardest part of the job, for me, personally was my Child Support Agency DEO accounts. Customers did not like, as one could imagine, being put on a deduction from earnings order. A lot of the time, I would be on lengthy, stressful calls. And I was the only one on the floor, other than managers, who was trai
Prosbreaks and lunches paid for, no early morning start, good hours for me personally
Consthe rate of pay, no ssp, bonus payment issues and calculation issues, government team targets
>Wake up and catch a designated bus to the building.<
When in training, you sit iin a room and you learn how to read the script properly, working the programs and how everything functions. And that usually take 10 days of training while being paid min. wage.
Once graduated from being a trainee agent, you are now a junior agent. The one who has taught you how to work the programs and the script is your supervisor for the time you work there. You had to work 42hrs a week. There were different names for being a collections agent, which also stands your rank and how much you get paid 'Trainee Agent' to 'Junior agent' to 'Agent' to 'Super Agent' to 'Senior Agent'.
You sat in a cubical area and collected money from people who haven't paid their phone bills. You had to make decisions whether the person on the other line is telling the truth of not and having to either suspend their account, wave the fee's or activate their accounts. Sometimes you also had to talk to them and calm them down at times.
The management there you couldn't contact the actual management unless you called by phone, you mainly dealt with the supervisors or as your co-workers that are experienced.
The co-worker all worked with one another. No matter what happened with the calls we had to make if someone ended up frustrated, upset, distracted..etc. we all seemed to unite and help each other.
The hardest part of the job was mainly the way we were treated by the customers. I know that it is typical for someone to
Prosa cafeteria that actually sold good food
Conshaving to sit and call people about their missed payments
Questions And Answers about iQor
What is the starting base pay for customer service reps?
Asked Jan 3, 2017
11.00 per hour in training and on the floor it depends where you are and the client the center takes calls for. However with the bonuses we got I made and extra 200 at least every month.
Answered Mar 14, 2020
$10 per hour
Answered Aug 16, 2019
What is the best part of working at iQor?
Asked Dec 4, 2019
Feel Trapped
Answered Oct 4, 2021
It was the bonus & incentives they took those away
Answered Nov 24, 2020
If you were to leave iQor, what would be the reason?
Asked Mar 27, 2017
Better pay, paid holidays, 401k that has company matches and for potential career growth. The office I'm in is small with no growth potential. This is a 2-3 year resume builder for anyone with a little ambition. Job is mind numbingly easy. Manager good to work with.
Answered Sep 22, 2020
Better pay
Answered Mar 30, 2020
How did you get your first interview at iQor?
Asked Jul 14, 2016
recommended by a friend
Answered Jan 20, 2021
Through a representative
Answered Jun 9, 2020
What is a typical day like for you at iQor?
Asked Apr 8, 2020
Stressful very toxic work environment nothing but gossip
Answered Nov 24, 2020
It’s long hard work and they do not like to pay you at ALL none of the supervisors support you on the floor and they will make your hours vanish .. I contacted the department of labor
