Could be good but there are a lot of terrible problems
I started QVC because it looked to be an easy job I could work remotely while I go back to school.
Upon starting and the only reason for any positive feedback would be one: The onboarding and training team are exceptional. Whoever is making decisions regarding the promotion of these people needs strong accolades for their work. Phenomenal. The trainers are fantastic.
Where the problems began: A lot of the customers are disgruntled and rightfully so. Their warehouse seems to send out the entirely wrong things on a regular basis. This is about 40% of your calls. As an agent you are not given the resources to provide resolution or push or advocate for the customer. A lot of the resolving teams at QVC you have no way of communicating with them and you are not given a full oversight over what these teams are capable of doing for the customer since some of the resolutions regarding orders and finance fall to them. You have little to no resources for assistance as a new agent. If you have a problem that you need to draw in a supervisor things on such as issues with pay or compensation they will be virtually unreachable. I don't know how a business can operate when their leadership is accountable to no one and they can't be reached. See below on leadership.
Leadership: There are a few good supervisors and managers here. I mean a few. Probably one or two. The rest are for lack of better term: Entirely unqualified to be where they are and apathetic at worst. I had the misfortune of
Overall: Unless you like feeling perpetually stressed and expendable, I'd suggest looking elsewhere.
QVC put more effort into increasing labor per individual to squeeze out productivity rather than simply hiring more workers.
The main thing to remember that shapes the entire culture of the call center is that there is a constant demand for faster and more efficient customer service by the customers, who are all middle-aged people who have no empathy for overworked representatives and have entitlement that stretches past their age. Numerous times have meetings been cut short because the call center needed every worker taking calls, and it is extremely difficult to find time to discuss any pending issues you may have. Even once you explain your discrepancies, management will react with contempt and offer little to no assistance.
The ONLY thing management cares about is if your AHT (Average Handle Time, the average time for each call) is really short (they expect you to be able to resolve every customer discrepancy within 2 minutes and 19 seconds) and if you are glued to your seat taking calls.
The idea of taking any responsibility is a foreign concept to management. They will get mad at you if you come up to their desk with questions, and take ages to respond to their IM's, and even then they will focus on asking you what you didn't do rather than what you could at the moment. all of which stretching your AHT that they are so focused on keeping short. There is no fo
night shift: expect to do more tasks than a daytime order services employee, for the same pay
So I'm a great employee in the customers' eyes. They love me. However, you are expected to have a call average here of ~120 seconds (2mins) and you'll get verbally reprimanded if you're much higher than that, even fired if it's been too long. That's an important thing to note here because the job itself is constantly testing that.
Night shifts are taught to do some customer service tasks since CS is closed during that time and they still want customers to be assisted. These CS support calls take much longer than an order call, averaging around 5 minutes, and you'd be surprised how many people call at 2 a.m. wanting CS help; it's a lot. In addition to requiring upsells on certain items as prompted, they are also now making us do mandatory "hero upsells" on ANOTHER item, which we have to make up the script for and are not prompted to do, but we'll get scored poorly by quality control if we don't offer it.
Not to mention that the customers, while nice, frequently don't have the item number you need to type in to immediately bring up the item and meet the average. Oftentimes I have to seek out what they want, and if it's not listed under recent items on air I always go over the desired 120 seconds. Customers are also chatty as heck, mostly in a nice way, but they'll tell you their life story while you're just trying to check them out and you're constantly having to redirect them.
You also constantly have to color-match ladies over the phone for makeup. The amount of ladies who
ProsQuick calls are easy, mostly nice customers, good WFH option for no experience, discount on QVC products
ConsHorrible training, poor pay depending on what you do, company makes it nearly impossible to meet call average requirements, you're not valued
Fun because of fellow co-workers, but becomes boring very quickly.
A typical day at work includes logging in one time, logging in to the computer, taking the orders of the customers, responding to complaints and praises, transferring to the right departments, being patient with every single customer no matter what, and using the right aux codes.
I learned that the point system is very stressful and annoying. QVC does not matter what the situation is about that causes you to be absent or late, If either one of these happens, points will be given. When an employee accumulates to many points, they are eventually terminated.
Talk time with a customer must be below a certain time limit even though many customers talk on and on. You are not allowed to be rude or hang up or became inpatient no matter what. If your talk time is high, that's a bad thing. However the fact that the supervisors sometime work with you is a plus.
Employee are monitored and scored. If talk time is high, everything in the scripts are not read properly, you don't take the time to look for items or help the customers (even though that is Customer Services job), then your score will be low.
All the monitoring reports, aux codes used, attendance, punctuality, customer satisfaction recorded is then used for your yearly report. If it is negative, than termination is possible if there is no improvement.
Disability doesn't matter. Accommodations are not provided for the non-physically disabled. It doesn't matter to them. If you are in a wheel chair they might accommodate you
Proshealth benefits, full-time employment, encouragement from co-workers, easiness of the job
ConsCafeteria not open during third shift, no communication between the supervisor and employee, unless the emplyee initiates it, it's their way or no way, management does not listen to the employee, just the supervisors, there are no second chances if you make a mistake, becomes a boring job very quickly
The best thing most employees will say about this company is the discount. That in itself is disturbing. Management at QVC spends a majority of its time self-promoting. If you are talented, confident, and assertive you will quickly be labeled cocky or too aggressive in this organization and your efforts will be sabotaged. Upper management has found a clever way to self-promote and remove people they don't like, it's called "reorganization". This is a chronic occurrence that always produces promotions out of the managers that initiate it. The hard working professionals and SMEs are never promoted. It's mind boggling to witness. It's also common to have managers in areas they know nothing about.
If you choose to work at this company take heed to the reviews. Particularly those of the Studio Park and Founders Park locations. Save yourself much aggravation and frustration of looking for a new job a year later. This is not an empowering environment for an up and coming talent. They dishonestly claim to appreciate your abilities while sabotaging your growth. The environment is like one big high school looking to haze the new kid.
The worker bees that have been with the company for a while are scared to speak up about the atrocities that upper management pose on them and others. I've seen and heard racial comments, watched people be denied the opportunity to interview for promotions, people have their direct reports and authority stripped because another manager desired that
QVC is not the place to work if you enjoy helping customers or if you're looking for long term employment. When a company is consistently hiring more than any other call center in their area, that is pretty much a red flag.
They don't have the typical metric system found in most call centers. That's what attracted me to this company.
However, the things they don't tell you in orientation or in training: talk time=3 min or less (unheard of at any call center). It takes most customers 3 min. to tell you their problem. Due to the short talk time, a majority of the customer's you get on your line are repeat callers , they are angry, they have attitudes because the last Rep either disconnected the line, gave them misinformation, or they felt rushed and just wanted to double check to make sure their issues were handled properly (a lot of the time they weren't). QVC definetly don't put emphasis on customer service, and because of that, you MUST have thick skin to work here. Basically, your just there to say hello and goodbye, anything more would affect you talk time.
Also, they operate on a yearly point system, 10 pts. is the max. 1 pt. for being 1 min or more late from breaks or using more than the alotted 30 min for given per day breaks. 1 pt. if you clock in/out more than 3 min early/late form lunch. 1pt. for clocking in 3 min early/late for start of shift. 2 pts. for scheduled time off if you do not have vacation/personal time to use, 2 pts. for calling off no matter
A typical day at work for me could consist of many things. For example if i'm assigned to the Truck Gate, i'm responsible for processing truck drivers who enter and exit the warehouse. I have to keep detailed records of in/out times, as well as trailer information. I then input this information into the Yard Management System where the Transportation team handles things further.
I've learned many things while working for QVC. I am not their new STATS recorder, which means I keep log of all warehouse information such as, Tractor/Truck logs, Badge logs, etc. All this information is used at the beginning of every month when the Admin team release's the updated billboard for the warehouse.
I think the management at my job is superb. I feel that my supervisors really do strive to keep a nice respectful and diverse environment. Their all about helping you excel and succeed if that's what you want to do.
I think I can tie this into two when I say the hardest part of my job are my co-workers. Don't get me wrong, I enjoy working with them and helping out as a team. The main issue for me is that I am the youngest person in my department, everyone else either has had Law Enforcement training or some type of prior military service, I have none of these. Even though I work full time and have the same pay rate, many of them put up their noses to the fact that I have a little bit more responsibility then they do. I hear complaints about how it's not fair that they've been working here x
Prosgreat incentive programs, good pay, great culture
Consclose mindedness, co-workers inability to welcome change
Learned A Lot But Not A Long-Term Option If You Want To Progress
I liked the majority of my time at QVC - I learned so much about my field and for the majority of my time there it was a positive and healthy work environment. The benefits are great and compensation pretty good, plus you have a great employee discount. As I mentioned before, I learned a lot in my role with QVC. However, a lot of that is credited to the fact that our team was managed very poorly and I had no other choice than to pick up a lot of missing pieces. Some of this was due to COVID-19 challenges, but in my later months there it was just poor management overall. My entire time there, we never even had a manager that sat onsite in the office with us and they were very far removed from the day to day happenings in our work environment. Our team was far too small (usually two permanent employees and one temp) for the amount of work and expectations being put on us as starting up the newest and largest FC in the company. I was hired into an entry-level position and within 6 months I was doing the job description of the level above me, and then one year after that I was doing the job of the position two levels above me, all while holding the same title and hourly rate of an entry level position. They say they like to promote from within, but when the opportunity for a promotion two levels above me presented itself, they used me to hold everything together for two and a half months until they hired someone externally. I wasn’t even given the chance to go through a standard
Very customer oriented while providing a secure place to work.
Keep in mind that my review and ratings are over eight years ago. Management and their operations have probably undergone various changes since then.
I started at QVC when it first opened it's branch in Chesapeake, VA and worked for 17 years. It was such a fun place to work; I so looked forward to going to work and working overtime. A couple years after I left QVC, and for a few years, occasionally, I would see and speak with currently then employed associates who stated that they had made a lot of changes which were so different and stressful.
A typical work day was, usually, relaxing and fun. I gained excellent communication skills, patience, proper noticeable work ethics, and learned how to provide top-notch customer service. I took pride in knowing that management was very pleased with my job performance and often acknowledged it.
Most of management were really good supervisors and managers whom I really enjoyed working with. I always enjoyed working with my co-workers in the positive atmosphere that was created by management. They often hosted fun events which showed us that they cared about their employees' environment.
The hardest part of the job was the mandatory workdays, overtime, and required work blocks outside of our regular schedules which could be very inconveniencing. The other hard part of the job was their phone monitoring system relying on real live people monitoring our calls with no phone call recording system to support feedback. Sometimes,
Prosemployee discounts, fun events
Consshort lunch break, no recorded monitoring system, frequent mandatory work-times
For such a big company, it shouldn't have these issues...
Training is awesome. They teach you exactly what you need to know, how to fix it, and what to do when you can't help a customer. When you first go 'live', it can be a little intimidating but after a day or two, you're good to go. This is the easiest job ever. It can be repetitive but it just makes your calls and shift go by faster. Trainers do an amazing job of making you feel like you are joining a great company. They were great.
But then you get on the floor with your team and manager...
I really don't understand why they have managers there. You don't have to tell them you showed up, they don't check to see if you're there. They don't answer IM's. If you try to ask them a question, they get upset. You literally manage yourself there. The only time someone checks in on you is when QC comes to talk to you about your calls. My manager did not know who I was. When I asked her a question once, she said, did you transfer from another team? I said, no, I didn't transfer. She goes, well where did you come from? I had to inform her that I had always been on her team. Since October. This conversation happened in December. It's like you're invisible. But don't go to the restroom for too long! After that conversation, it was hard for me to care about how long I took. We would be BOMBARDED with call after call after call with zero time to catch your breath. After about the 75th consecutive call, you just had to stop and take a breath. And the customers are so entitled and rude. It
Customer Support Representative | Liverpool | Jan 14, 2016
If you are ok with working every weekend until 1am then fine. If you are ok with after 4 weeks training then put on phones -then being threatened by management over phone call times then fine. The number one issue for this job is - the majority of the phone calls are old lady's looking for a chat and QVC expect you without being rude to end a call after 160 seconds, if you believe you can do this great. Secondly they keep you on your probation and threaten you about this for as long as possible as its less wages to pay, also threaten you with a 'Business Critical red call' and if you have 2 you are out - and that's as soon as you out of training, no time given. Thirdly they expect you to work every weekend (whilst i was there i never had a weekend off) they say they give you a premium rate for this - this works out about £5/6 extra for working a Saturday evening. The majority of the staff already working there will talk among themselves whilst you are sat next to them without any interaction (kind of oooh new kid avoid him) some of the staff are very friendly but i found most to be not very nice. The management (my manager) seem to search through your calls and look for calls were you may have made a slight mistake (as in a lady asks you to order an item - but does not know what said item is - so you search on internet for 10 minutes cannot find nothing - lady states i will check and call back - for this 'Business Critical' as you are clearly supposed to be taking no longer
ProsExtra £5/6 for no weekend life
ConsThey have a fridge to put your lunch in.
Questions And Answers about QVC
What is the work environment like?..
Asked Dec 20, 2016
It used to be an amazing place to build a career, they really cared about their employees and development. Now...management is TOXIC, pitting team members against each other, playing favorites and just really horrible to the team. Work/Life balance is constantly drilled into the team, until you actually need time to deal with family/health issues. The team I worked with is miserable!
Answered Dec 11, 2021
They work hard and fast to bring top shelf service worldwide. Collaborated with Ups shipping company. Never let you down
The environment of QVC is dedicated and committed through high loyalty and honor customer service
Exported Lancaster PA
Answered Apr 12, 2021
If you were in charge, what would you do to make QVC a better place to work?
Asked Feb 26, 2018
I would be more attentive to the workers and what they need help with, try to push for a system update (system is extremely old and it’s a huge inconvenience for employees and customers). I would look into getting calls recorded because if a customer calls and curses you out there is no evidence of the call so it’s there word against yours and your word doesn’t matter 99% of the time. Talk time could be extended, most situations cannot be taken care of in the timeframe they want you to in customer service.
Answered Nov 15, 2020
Make the business about the customers and EMPLOYEES.
Answered Oct 1, 2020
How do you feel about going to work each day at QVC?
Asked Jan 31, 2017
Couldn’t wait for my day off due to stress of talk time
Answered Dec 12, 2019
I felt like I was going in for 8 1/2 hours of legal slavery.
Answered Dec 3, 2019
What is the most stressful part about working at QVC?
Asked Apr 27, 2017
Like someone said,QVC is def not about customer service. It is all about getting the customer on. And off the phone as quickly as poss. QVC is all about money,period.
Answered Feb 16, 2021
Like someone said it’s not based on great customer service but on getting money and getting people off the phone
Answered Dec 12, 2019
How long does it take to get hired from start to finish at QVC? What are the steps along the way?
Asked Jan 31, 2017
Remote work took almost a month to clear then had to wait for equipment in the mail. 4-6 weeks for me.
Answered Aug 10, 2020
Applied, did 15 minute screening next day, hired same day.