TeleTech review: No good to work for 50

Unfortunately, this isn't atypical of just Teletech. ALL customer support centers have an emphasis on short handle times. It's critical to handling a large volume of customers in a short period of time and critical to their fulfillment of their contracts. Outsourced call centers are more pressured than Owned call centers /because/ of those same contracts. They're needed to /handle/ the heavy call volume. When you signed on, if you agreed to a flexible schedule, rather than a set shift, then its on you that the company is moving your shift almost seemingly at random. Its done to handle the business need of again, covering those large quantities of calls. 8 people left out of 25 over a 4 month period is actually pretty good for a call center handling customer support. Period. Most people don't have the temperament to handle it. A great deal of it boils down to attitude and perspective. Verbal abuse from the customers comes with the territory. Deal with it. They get more Bold on the phone than they will in person. Cowards, the lot of them. But, they still pay your check. As to the pay? Well, you haven't mentioned how much you're being paid.

I feel that Teletech has a lot of issues. The CHat room cannot handle the volume of questions from the employees. I feel that the job is okay, and yes it can be nerve wrecking, but i'ts a work from home position. You are working from a cd so it's not as easy as web base. I'm not sure why they do not use the website for their customer.

I am currently working for Teletech at home and in my training class (it started Nov 1, 2010) several dropped out before we finished training because they had one trainer (and she was great) for 42 trainees. I have been a software trainer in previous positions - training that number of people in one class is difficult face to face, but in an online class impossible. We started training on a Monday and discovered that we were lied to by their recruiting department. We were told Monday thru Friday until training was completed. Well guess what - We had training on that first Saturday. This was difficult as most of us had other commitments for the weekend but the only assistance Recruiting had was "training is 100% manditory you have to be there on Saturday". No acknowledgement from Recruiting that they didn't tell us the truth.
In training, we were shown what our screens would look like. We listened in to what the calls would be like. When we got out of training, all of the systems were changed and we had to learn to get into our programs differently, we had to set them up on separate screens as the combined screen would no longer work.

And then there are the chat rooms - 50 people trying to get an answer for the customer from one coach/team leader that may be working in 3 chat rooms at once - so you don't get fast answers to get to the customer and that slows down the time it takes for you to finish a call. But they harp on you to get this done fast - take more calls - get it done! Who cares what the customer needs just close the call and take another. If you consider the customer service rep an advocate of the customer then this is not the job for you.

I agree and disagree with all the comments posted. It's a difficult job but what other job can your work while sitting in the comfort of your home in your Pj's? There's a lot of aggravation but there is also the reward of not having to deal with the hustle and bustle of traffic, wearing business casual attire everyday, buying lunch, etc. YOU AR AT HOME! What did you expect training would consist of? Everything is online. If you cannot handle the job, quit and give someone else who needs the position that opportunity. Yes, it's difficult to get answers from Chat but realistically, all the answers are there for you. You simply need to look and not LEAN so much on the team leads for every simply question. They are also overwhelmed. All in all, the pay is good for sitting at home and when push comes to shove, there are people that can't even find employment. Count your blessings!

well that is the problem...teletech knows people need employment and like all other corps they are bound and determined to take advantage of that

Who do I contact to have my password & username reset to apply for a work at home job? Also what is the rate of pay for a work at home job with TeleTech?

I am currently one of the employee in teletech work@home. Yes, must be 10mins the call handle time but you could stay longer 10mins if you educating cust about the service you'd offer based upon of their needs. You must reach their 15% of rating in sales the average. It's a great job if you are looking for work@home but it's a worse job if your computer is not compatible to their network adapter which may can work to their cd (cross your finger) and more nightmare if you do have bad ISP connection. My situation right now is keep dropping off to their database due to their cd is not compatible to my network adapter. My ISP connection is really great in my area but in some reason I keep dropping off all the time. They won't admit it's their cd is bad until two technicians told me their cd is very sensitive. I am losing money plus effort to tried be back on their database. They arent pay you if your out on the phone due to got kick out on their database either talking with their technician to find out why your applications disappeared. They only pay you when you picking calls, they wont pay you if all your applications disappeared or fail due to any reasons.

I tried to get sales and there are times during in the middle of conversation with the customers my apps disappeared. I called their technicians yes it work but good luck if you could stay longer on their database. I called my ISP there's none problem in their end plus my speed connection is excellent. It just their cd is not working well. Plan to resign due to not worth at all in staying longer with them due to their cd is not good.

The reason am here in this site because am searching in google about any teletech complaints from other people until I found this site. Glad I've found you all and read all your comments here.

The last teletech technician I spoke with, confirmed to me that teletech trying to improve their cd but might it will happen sometimes next year. But, I can't wait next year until their cd work...we/ I need it now because am/we're losing money everytime the database applications disappeared due to their cd is not good. Not only I have this problem, most of the agents do but because of economy crisis they aren't complaint as long as the apps back after several of trying accessing their cd. For me, I dont want to stay an hour until the cd work. Their cd are not compatible to any internal network adapters w/c they won't admit it unless if you been lucky somebody in their technician people open it to u the truth.

My best solution is to resign, am losing patience and got tired of many troubleshooting applies on your computer.

I have worked for Teletech for 2 years now and couldn't disagree more with these complaints. People please remember that this is a JOB which you are paid for, which is sometimes easy to forget when you are sitting in the comfort of your own home. Like any other JOB, there are requirements and expectations to be met and you will need to actually work and put forth some effort. Most of the complaints I am seeing seem to be an unwillingness to meet job requirements. I would ask these people how successful they have been on other jobs because it sounds like they do not want to work or put forth any effort, they seem to want it to be effortless. I really enjoyed training because it's fun and you get paid for the time, when I hit the virtual production floor, it was VERY stressful and fast paced, but if you are willing to do your best you can succeed in this job. I hope to make a career with this company because I think they are the best company to work for. I have found that they really do want you to succeed and do everything they can to make that happen. I just don't understand how anyone can complain because their are rules and requirements of them just like any other job. I highly recommend working for Teletech.

Stop. You are not telling the truth. Obiviously, you have never been out of a job and taken advantage of when you do get a lower paying job. Teletech takes advantage of its employees that work from home and blames all that goes wrong on those same employees. With that being said, some of those emloyees stick it out because "you do what you have to do to survive". But let's keep it real, okay?

Wow, while I'm not appreciating being called a liar, I can understand that you've been burned by jobs and Teletech didn't work out for you. I don't know what happened in your situation so I certainly can't defend on either side. All I can attest to is my experience with them, and the projects I was on and am currently on seem to give us every opportunity to succeed. Maybe I've been fortunate enough to be on the better projects, I don't know. I found it to be the most stressful thing I've ever done when I first started. But I stuck it out and now I'm very pleased to have the job. My experience has been a very positive one, and I certainly didn't mean to minimize anyone else's experience. I am sorry the job didn't work out and wish you well in your job search.

Oops sorry, not sure what's happening with all the extra character strings in that last posting!

just wanted to ask some questions:-- the incoming calls for @home tech support are they through your computer or through the private phone line?

Good Question Kwinet...that's mine also as I am considering joining the Teletech team. I have many years of call center experience and I find that type of job a 'breeze' for me. But...THAT'S ME and MY personality. I'm just questioning the 'at home' thing and wondering exactly 'How' it works. For example, is it all instant chat? or verbal calls? or mixture of both? And being a "call-center", does that mean equipment purchase of a wireless headset so that you can be away from your computer and take a call while running to your monitor...I've never done anything from home and I like the idea. Just weird for me ssince I'm use to the public market and much prefer social intervention while at work, but hey, if it can pay my bills, I'm good with that!

ok to answer your question, it's both, through your land phone line via software on your computer, and they are incoming voice calls. You would be an excellent candidate for this company with your experience. The only thing you will probably be required to purchase is a telephone headset, assuming you already have the computer. Nothing is wireless for this type of job (for security purposes) and you will need to be in front of your computer, eyes on everything during your shift, with the exception of breaks and lunches. This is still a job just like in brick and mortar and requires your full attention. I would highly recommend you apply!

Thanks Khomeworker for answering my question and thanks for the suggestion. Seems you know a lot about this process so here's another question: Can I pick [or set] my own schedule, or am I at the mercy of the company needs? [[which I don't mind either]]. And, paycheck...HOW does Teletech pay? I mean, HOW do they know you've worked your shift or not in order to get your pay? Assuming, of course, that payment is direct deposited, but HOW does Teletech know you've completed the 'job requirements' and compensate you accordingly? --silly ques, I know--

I am Highly considering of applying and with your recommendation helping support my decision, I probably will do so within the next 24hrs.

you are subject to which schedules are available, you can tell them your preferences and they will work with you the best they can to accomodate. When you are logged in via the phone/computer that is how all your time is tracked. You are visible and on calls during your entire shift. Communication with other agents/coaches and your Team Leads is done through chat rooms. You are never left alone, there's lots of support in place and you are held accountable to your schedule.

I have an interview tomorrow and i too have been in the customer service business for years, specifically call centers, in-bound as well as out-bound and i'm here to tell you, it is what you make it. You can't please every customer and there are some rude ones and the call flow is continuous but it's definitely something i'm very use to. I'm very eager to work from home, i mean if you get the luxury of working from home there has to be some 'actual' working to be done other wise it would be a 'too good to be true' kind of thing. khomeworker thanks for the info.

Thanks for all the info! Great information, both positive and negative. I am an open minded person and am smart enough to balance both sides of a situation.

You are absolutely right it is what you make it. Teletech is a very good company for giving you every opportunity to succeed and it's very easy to move up in this company quickly if you prove yourself. I have been with Teletech as a seasonal agent, and now a permanent agent, with a total of 2 years, and I have already moved up. They are pioneers in the @home field and they are improving it all the time. I had absolutely no customer service experience yet they still hired me and gave me a chance and I proved myself. You may start out as a seasonal agent, but prove yourself and you will either be kept on or hired back for another project. You both have experience and a great attitude so you will do very well I think. I just think it's the best job in the world. I wasn't feeling very well the other day but was able to still fulfill my shift and was so grateful that I was at home and didn't have to get dressed and head out the door with the way I was feeling! I wish you both well and who knows, maybe I'll run across you on the job! And Mcmag, best of luck on your interview and you will do great I know it!

I have an interview with them and also was wondering what the start pay would be. Also how do they do their training? Thanks for any help anyone can give to my questions.

I don't think I can state what the pay would be because I'm sure it varies by project. You will find out in your offer call which follows the interview call. I can tell you that the training is all done via your computer and the phone. You will be on the phone for the audio portion and a web conference for the visual. If you've ever done a virutal meeting, it's just like that. Training is a lot of fun, you get to know who your teammates will be and your team leads and learn your systems and what is expected on the project. They will even do a period of "nesting" after training where you all go to the production floor to answer a few calls for a short period of time then go back to your "meeting room" and discuss how it went, issues, etc. There is so much support for this job that there really is no reason not to succeed. I'm not saying it will be easy, it's tough at times, especially if you've never done customer service. But it is worth it to stick it out in the beginning when it's difficult because when you find your footing it's the best job in the world

I am currently unemployed, have been for nearly 2 years now. I need a job, any job, and this one seems ok even if I have never done this type of job before. They sent me an email staiting I needed to finish the pre-screan questions. I checked my application status and it shows my application was completed plus the job is no longer posted (ended). I am trying to call them but can't find a phone number for them, anyone have it, please may I have it? Also, what does this possition start ($) around?

In reading the FAQ on this job, I noted that you are on for the 4 to 6 hours non-stop. I question? can you take a bathroom break. Maybe a silly question bot I don't want to have to set up a port-a-potty at my computer,

Hi! I'm very interested in this position and am in the process of catching a schedule time for my first interview. I have a couple questions to you experts out there:
1. Is training paid?
2. How long is training for?
3. What is the pay range - I know you can't answer specifically but can you at least offer a range of pay so that I know what I'm getting myself into?
4. Are hours full time or part time?
5. Are there management / advancement opportunities?
6. Is the pay structure like any other job - i.e. direct deposit paycheck?
7. How often is the pay schedule - weekly or bi-monthly?
8. Are there any health benefits provided?

Thank you to anyone that can answer these questions!

1. Yes Training is Paid
2. Training time depends on the project, usually about 2 weeks
3. Pay varies
4. You will start part time, maybe even seasonal
5. There are many advancement opps with Teletech, and you can actually move up very quickly
6. Pay structure is typical of most jobs, direct deposit is available
7. pay schedule is bi-monthly, every two weeks
8. no health benes with seasonal/part time, but if you advance to a full time position there will be some benes.
Good Luck!

What kind of part time shifts are available? What are the start-end times? Are there any 3rd shifts? Are there any split shifts, where you work some in the AM and some in the PM? Thanks for this information!

I have an Interview with TeleTech 2morrow & im kinda of SKEPTICAL bc i never did a home base / work at home job before but i have many YEARS experience in Customer Service / Collections and esspecially Bilingual, hearing all da bad and good points of the company all put together sounded like all my JOBS as a CSR put together...LOL but anyway i really NEED a job and it sounds like a good opportunity, and im willing to take this step up, HOPEFULLY it'll WORK, Im PRAYING

Could this just be a weekend job?

Thanks for all the replies here...I filled out an application and submitted it and got a returned email saying I can set up an interview time but even after reading all these comments I'm still skeptical. I know I have nothing to lose by setting this up but again, I'm just concerned with getting involved in one of those job scams.

khomeworker - I do appreciate your honesty and openess about this company; I've been researching this company and to be honest, this is the first place I've found that gave me any details on what was all involved in this job. I am currently employed full-time working nights (7:30pm-6am M-Thur) and am looking for a part time job to make extra money and thought something from home would be great for me; no travel time, no getting dressed and ready to go out...just work from home when I could sounded great! But again, I read TeleTech's application stuff and thought to myself - this is way too good to be true. I guess the questions I have are:
1. What kind of equipment do I need computer wise? I have a new laptop computer with webcam access (never used it before and wouldn't know how!) and have wireless internet access in my house, do I need something more than that?
2. Phone...is my home phone ok to use? I have just a regular cordless phone but do I need something else?
3. Work shifts...how long are the work shifts? Can I work 4 hours one day but then 6 hours another? Work times...I'm limited to the work times I'm able to do, will TeleTech be flexible with that for me? I'm not messing with my full-time jobs hours so again, I can't sign up for something with TeleTech if they aren't willing to give me onnly certain hours.
4. What kind of calls do you take? What kind of customer service would this be? What kind of questions would these callers be asking about and how do I know I'll know the answers to their questions? Like, will I get a call where someone is asking me about their cable tv and why it's not working and then the next call is about a magazine subscrition? I guess that's what I'm not clear about with all this.

Again, I really appreciate those that have taken the time to reply here - whether it be good or bad - because I just didn't want to jump head first into something only to find out its a scam where you have to pay money for stuff and then it turns out to be nothing but a bust and you've wasted your money and your time. Thanks in advance to anyone that can answer some of my questions.

I'm writing more for the purposes of observation than to voice an opinion of the complaint. I am very familiar with call center operations and recently applied for an at-home position. Shortly thereafter I was offered the opportunity to schedule a group phone interview, which I did. When the appointed day and time arrived I followed the directions and connected to the phone and web portions of the interview as directed. After about 45 seconds I was booted from the phone meeting and never successfully logged back in to that portion of the interview. A couple days later I got an email informing me that I was a no-show and offering me a chance to reschedule. I tried to log back in to Hirepoint, their web portal and three password changes later I still cannot successfully contact them to reschedule. So, I went to Teletech's main site and submitted my experience to them via their email form. I'll wait and see what happens from here. After my own experience trying to interview and browsing through the comments above, I'm ambivalent about the company. Basically, all call centers rely on having reps on the phone to handle projected inbound volume, which varies constantly. If you can handle a specific schedule that requires you to log in and out on time for start and end of shift, breaks and lunch if applicable, and if you can handle rude and inconsiderate people without responding in kind, you will probably do well in a customer service call center. If you state that you are available to work a variety of shifts, expect to do so and don't complain about it. I noticed a post that said AHT (Average Handle Time) expectations were around ten minutes for Teletech, and to me that is a very long call. Most call center AHT's are about half that. As to the way the company pays, modern call centers pay employees when they are logged in and taking calls, period. Whether this is fair to the employee depends on how accurate the tracking systems are, and how robust Teletech's applications are. If they frequently crash and dump calls, then the employee has a right to complain. If they are basically sound, then employees should understand if they get shorted a few minutes from time to time. It happens. If it makes them feel any better, usually outsourcers are paid according to the time CSR's are on the phone. Thus, if a call is disconnected, nobody gets paid, it's not just the employee that loses money. I will say that since I was unable to enter a username and password repeatedly after trying my best to complete this simple task, it's quite possible that like many large companies Teletech systems have basic, serious flaws and the company glosses them over through the sheer volume of calls that are processed successfully. One last note, when I contacted Teletech via email I noticed that their front line HR folks are referred to as Human Capital Representatives. That sounds a bit too much like Human Cattle to me...

I thought this company was exactly what I was looking for. However, after I used all my resources (I am currently unemployed) to purchase a new Dell computer and noise-cancelling headsets, in addition to having my internet/phone provider work on my phone lines to make sure my landline phone was working properly, I made a mistake during the hiring process and received an email informing me that, apparently, I was no longer interested in the position. The reason I made the mistake was because I had put in several hours on my own to try to get their Workbooth program to load correctly without success. Thinking I had done something wrong, I took my NEW computer to a computer repair store and the tech there worked for 2 1/2 hours to make it work, and was also unsuccessful. I had burned a CD and the tech burned a USB flash drive (additional expense for me). During this time, we had a major lightening storm and when I got home, I found some storm damage to my home. However, I hurried inside because I (mistakenly) thought Teletech would be calling me for the offer call. I waited by my phone and, only after pulling up my email, I realized (too late, apparently) that I was supposed to call Teletech. I notified them immediately of my mistake, called their tech support for assistance with Workbooth, and notified them again later in the evening that I needed to reschedule my offer call. Later that night, I received a "form" email informing me that since I was a "no show", they assumed I was no longer interested in the position and that I would have to wait another 6 months to re-apply. I felt this was extremely unfair and emailed them apologizing for my error and requesting a second chance to complete the offer call. It has been two days without any response. This also happened when I emailed them before the initial interview. Companies seem to want potential employees to jump through hoops, but they don't give the potential employee common courtesy by responding to their questions. So, even though I was very unhappy with my mistake and disappointed in Teletech's "assumption", (1) I had to accept that things happen for a reason and (2) if they are that unforgiving, did I really want to work for them? I know what my skills and qualifications are and it is a detriment to Teletech that they chose not to ask me if I was still interested instead of "assuming" that I wasn't. Apparently, there is something better waiting for me with a company that will appreciate me.

I have a interview tomorrow, and I am curious about a couple of things. Do we use USB headsets and are we paid through paper check or direct deposit?

I have went through the entire interview- application and testing process. Including Work Booth download and testing. I am now waiting (1-3 weeks) for an offer call. In this call, the position will be explained, hourly wage will be discussed, schedules will be given and training schedule will be discussed and assigned as well.
I am very excited to begin working for TeleTech, however I am a bit nervous because I work a full time position now and I am hoping that the training hours do not conflict with the time that I have to be at my day job.
I believe starting pay for the CSR position is 9.75 hourly- they have 5 different shifts to pick from- available in EST Time. 9-5, 7-4, 12-9, 5-10, 6-11, 12-5am. I am hoping that this works I could sure use the extra $ and I think I would love to grow and advance within this company. :)
Hope this helps anyone who is interested.
Oh and be PATIENT when u are downloading the tests and going through the application process, also the interview(s) are automated and the simulation test is done online as well. Take your time and you will be fine.

I am VERY skeptical of any work at home business...which is why I am in the process of researching TeleTech all-a-while keeping that open mind that I may find that needle in the hay stack. I am so pleased I came across this website and all of its informative information. I have been in customer service related jobs (both through telecommunications and interpersonal levels) for over 16 years (7 years of call center experience alone) and the "pressure" referred to from this site is not at all shocking to me. In fact, I have experienced that same pressure AND MORE when working in the past call centers. I have been dismissed from a call center job being a victim of discrimination and with a personal handwritten note directed from the person discriminating against me. I have worked in a call center that was bed bug and illegal use of drug infestation and dismissed simply because they didn’t want to pay benefits or allow me to join the union even though my application to join was filed out, submitted and approved a month prior. I have positive written testimonies from supervisors, team leaders and co-workers stating they are all shocked I was dismissed as they would have fired ten employees before even thinking of dismissing me. I also have co-workers stating in writing saying they have taken pointers from me and that the company is always a revolving door. I have been dismissed from a job for simply trying to be proactive and making coffee where they told me that it’s Janice’s job and I am not following directions (which were never expressed prior to me). The list goes on and on. The concept of my sharing my experiences is that working from home has a higher advantage to where you can rest assured you will not be dismissed for something as minor as making coffee. People appreciate this blessing that is being offered in comparison to many other work at home positions which are truly scams. My only question is: HOW MUCH DOES TELETECH PAY PER HOUR?

Okay, everyone has asked some questions. I am curious will they pay for your internet service and a LandLine plus headset and anything required of you to perform the tasks required.
Also, no one has volunteered a round about pay figure that this job offers...

I just got hired and no they don't pay for any of the things you need. You will need to pay for your own internet, landline, and headset. The headset is through them and they split up payments deducting from your paychecks. The pay is a little over minimum wage in Illinois. Hope that helps.

What company are you representing when you take these calls? What are you expected to sell?

I just started working for this company. So far so good from my viewpoint. The pay is 9.00hr, I am in Alabama. They do not pay for internet, or land line. They will send you a headset and deduct the cost of it out of your first check.

Other than the misrepresented, poor pay rate..payroll seems to have a problem paying you for your time worked., sometimes with entire days missing. If you are shorted, expect to wait 2 weeks to receive that pay on your next paycheck.
The extremely unorganized training does not prepare you for the job, since they use outdated material to train you, so if you like going into a lions den, it's the job for you. Half the material you are taught, you will be told is not the way it's done anymore, leaving you confused as to why you were even shown that method or material to begin with.
Expect to spend a half hour a day of your own time attempting to login for work, due to server and/or software issues. Unlike a brick and mortar, you don't go to work, clock in and have time to boot up, and login and such...This is done on your time, and if their server boots you and you can't back in quick enough, expect to be docked for that!