Working at Teleperformance USA — Reviews by Employees

Its a call center, what can i say? I dont expect the customers(im on the ATT project) to be all amazing. But thats customer service anywhere. So look at it as a freakin job. We get paid well, its full time with LOTS of overtime possibilities, the work enviroment and management team is amazingly helpfull and willing to move you up asap if you are COMPITENT! you can not be some retard(as half the people who rate this as negative are) who expects everything to come easy and to be handed your paycheck on a silver platter. Yes you have to show up to work and yes it has to be on time. Your expected to do your job and if you suck, guess what... THEY DONT FIRE YOU!!! they work with you to fix what ever it is you are not doing right and you get hands on help. The benifits are expensive, but they are there. The location is as safe as it gets for being in Ogden. Co workers are mostly people trying to get easy pay and then realising you actually have to perform and work... then end up quiting. most likely (as im finding out) if you keep a positive attitude, TRY HARD, and keep trying to get better(yes that means you have to be able to take critisism you panzies) then you will most likely do one of 2 things. Move up or stay an agent simply because you get sales bonuses. And no its not a hard core sales job, just have to make an offer. If the customer doesn't wanna hear it, drop it and move on. Simple as that. Bottom line, for as easy as it is to get this job and what the job entails, the Ogden call center is AMAZING! Ive worked here for 2 1/2 months and am seeing movement opertunites. Give it a shot and if your honestly looking to do work, this is a good job for you.

It says a lot about the pattern of conduct at TPUSA that some individuals who appear to be members of the "management team" choose to extol the "virtues" of TPUSA here in the form of comments on the reviews. Sometimes Jaded - the self proclaimed descendant of slaves - states in one of his comments that "Personally, all concerns about pay have been addressed by the payroll department, WHEN an error has been reported."

Does anyone else wonder how a local employee or supervisor would have such intimate and extensive knowledge of the payroll department of an international corporation that has now been sued successfully in 50 out of the 51 countries in which TPUSA presently promotes its own brand of slavery? Ultimately each person working for or considering working for TPUSA will have to draw his or her own conclusions. That conclusion, however, becomes nearly inescapable when employee abuse becomes a regular pattern of conduct in 50 different countries around the globe.

I suppose if I were to simply concentrate only on the negative aspects of my career at Teleperformance after 5 1/2 years, I could quite possibly come up with quite a bit of complaints. However, the truth of the matter is, the majority of people that have chosen to stay, have done so for a reasons. Mainly, the work environment has improved greatly, thanks to the efforts of our previous general manager, as well as our current manager and support team. After reviewing the complaints listed on this site, I have to wonder how many of these individuals have actually voiced their concerns with anyone that could review them in an effective manner. Don't get me wrong, the place is far from perfect. But in truth, there's no such thing in this day and age of a perfect workplace. But I do see tremendous efforts on the part of everyone in upper-management and hr (locally and at the corporate level) doing their very best to review all employee concerns, WHEN they are made aware of issues, that actually seem legitimate (not spiteful, by disgruntled or unhappy ex-employees). Sure, the pay could be better, but considering the unemployment rate here, and nationally, I am greatful that my concerns have indeed been reviewed and when warranted, appropriate action has taken place... especially with the addition of the new DirecTV account. There are a number of other call centers in Columbia that seem to offer better pay, benefits, etc. But from what I hear once they take you on, they "own" you, personally and professionally. The truth is, no one in key positions can take appropriate action to make things better, or correct seemingly wrong-doings, if they are not made aware of this issues some employees encounter. Also, there is a chain-of-command, that leads all the way to the corporate level that WILL address legitimate concerns, usually in a timely manner - in my experience. The bottom line is, you cannot do a mediocre job, come to work only when you feel like it, not report true problems in a timely manner, and then expect things to magically improve; ANYWHERE. I've personally witnessed Teleperformance in Columbia improve dramatically over the years, since it acquired the original CallTech company.

I suppose if I were to simply concentrate only on the negative aspects of my career at Teleperformance atfer 5 1/2 years, I could quite possibly come up with quite a bit of complaints. However, the truth of the matter is, the majority of people that have chosen to stay, have done so for a reasons. Mainly, the work environment has improved greatly, thanks to the efforts of our previous general manager, as well as our current manager and support team. After reviewing the complaints listed on this site, I have to wonder how many of these individuals have actually voiced their concerns with anyone that could review them in an effective manner. Don't get me wrong, the place is far from perfect. But in truth, there's no such thing in this day and age of a perfect workplace. But I do see tremendous efforts on the part of everyone in upper-management and hr (locally and at the corporate level) doing their very best to review all employee concerns, WHEN they are made aware of issues, that actually seem legitimate (not spiteful, by disgruntled or unhappy ex-employees). Sure, the pay could be better, but considering the unemployment rate here, and nationally, I am greatful that my concerns have indeed been reviewed and when warranted, appropriate action has taken place... especially with the addition of the new DirecTV account. There are a number of other call centers in Columbia that seem to offer better pay, benefits, etc. But from what I here, once they take you on, they "own" you, personally and professionally. The truth is, no one in key positions can take appropriate action to make things better, or correct seemingly wrong-doings, if they are not made aware of this issues some employees encounter. Also, there is a chain-of-command, that leads all the way to the corporate level that WILL address legitimate concerns, usually in a timely manner - in my experience. The bottom line is, you cannot do a mediocre job, come to work only when you feel like it, not report true problems in a timely manner, and then expect things to magically improve; ANYWHERE. I've personally witnessed Teleperformance in Columbia improve dramatically over the years, since it acquired the original CallTech company.

I am not an American, I work at a TP site in Sweden. I just thought you might find it interesting to know that I have almost exactly the same experiance as you. Also some of the things that your supervisors have said is almost work for work what mine have said. I guess that must mean that the real boss is in France and the "local bosses" in different countries are not really allowed to decied anything by themself. This has actually been a very interesting read.

I suppose one person's experience might be discounted as vindictive or revengeful but reading over the many accounts from all the various TP locations tells me the experiences are so similar because that's the business model TP chooses for themselves. Even though TP is a French company, it might be good for them to review the events of January 1, 1863. That's the day Abraham Lincoln issued the Emancipation Proclamation.

Now I know TP has a short memory as the abuses for which they paid $4,000,000 to settle the TP class action lawsuit are already beginning again. However, slavery in this country has been outlawed for more than 147 years. Where does TP get the idea that they can require employees to work without paying them for the time worked?

Will it take yet another in a long line of lawsuits? Or will it take unionization? Or will it take something larger, something on the order of a slave revolt?

Teleperformance places too much emphasis on call statistics. Numbers are cold and have no feeling. Because numbers are like this, the customer winds up being treated the same way. Zappos, a company that has been rated among the 100 best companies to work for while Teleperformance has not, has no average call time and believes that the customer will be happy if the employee is happy. Teleperformance could learn from this example.

Instead, Teleperformance's supervisors browbeat their subordinates with their call statistics, stricter policies, and stricter quality control measures along with little to almost no positive reinforcement for those who have met their demands. Such is the way of fear and immaturity and is reflected in the constant employee turnover. Those who live in fear will try to exert control and manipulation on their surroundings. Those who are mature realize that control is an illusion, it is never gained, only given, and can be taken away at any moment by those who have surrendered their power. Anyone who works for Teleperformance has to not only surrender their power, but also their god-given inalienable rights- America doesn’t exist within the doors of a Teleperformance call center. Slavery is illegal worldwide and a paycheck or a pay stub is not a certificate of ownership or a gag order.

Supervisor availability was a joke to the point of an oxymoron. The call center I was at handled billing and technical questions for DirecTV customers by using a reference database called DORIS. Supervision drills heavily the use of DORIS, says everything you need is in DORIS, and will seek disciplinary action if DORIS isn’t used or misquoted (misquoting is just as bad as not using DORIS to them). At least two to three times a day I would come across a problem that wasn’t in the database and would have to seek an answer from a supervisor only to find that there wasn’t one on the floor to be found. Sometimes I had to wing the answer and hope that quality control wasn’t monitoring my call.

Quality Control call monitoring wasn’t frequent but every second I was on and off the call floor was monitored to the point that Ebenezer Scrooge would have considered it mouth watering porn. Also monitored was the way the call was handled. Even if DORIS said to transfer the call, the transfer was counted against me. Supervision monitored who I transferred to, had an established allowable rate for transfers to that department, and would chastise me if I wasn’t within allowable parameters. If the customer you just talked to calls back within a week for any issue, even though it isn’t the issue that you handled with them, it counted against me. Although the average call handling time for a call at a DirecTV owned call center is eight minutes; Teleperformance’s average handling time is six minutes and they will ride you when you’re not achieving it.

The policy for cell phones is extremely strict. You can be fired on the spot if your cell phone is heard ringing. If you forget to turn your phone off or put it on vibrate and your phone rings, you cannot pull out your phone to correct the problem while on the call center floor- this is also grounds for dismissal. That having been said, upper-level management is allowed to use company-issued Blackberries on the call center floor. I have seen them do so and I disagree with the exception. If the policy is that strict for the CSR, then all management should provide an example and follow it also.

Teleperformance had a judgment placed against them last fall for failure to pay overtime and has continued to this practice in spite of this judgment. Teleperformance has also practiced grossly understating the earnings of the employees they have terminated so that they couldn’t get their unemployment benefits. My roommate is a former employee of Teleperformance and is struggling to get her benefits because of this practice.

The word ‘live’ spelled backwards is ‘evil’. By living in fear, immaturely trying to force things into existence, along with its questionable money practices, Teleperformance lives backwards and is therefore evil. Woe to those who have the misfortune and victimization of their employment.

Pay- Yeah, it's a paycheck, but is it worth the cost of your sanity or soul?

Respect- There is none, if you keep your mouth shut, then you may avoid undue attention. If you complain about a policy/procedure, then you are informed that, at least you have a job. This fact is over-exploited.

Benefits- Overpriced and underquality. The insurance is worthless, and there are so few other benefits that it isn't even worth mentioning them.

Job Security- Again, keep your mouth shut and job security improves. See "Respect."

Work/Life Balance- Two words: Mandatory Overtime. If you don't like it, there's the door. Don't get me wrong, I enjoy having the OPTION for overtime, but I think it is wrong to force someone to stay past the regularly scheduled shift that they agreed to.

Career Potential/Growth- Depends which manager you're currently having sex or partying with. If you're part of the "good-ole-boys" club, then you can at least make supervisor, otherwise, you're (as a previous reviewer stated:) a butt in a chair.

Location- The one positive, it's less than 2 miles from where I live.

Co-worker Competence- Teleperformance is the one job where you can fail upwards. There have been agents who released information that should not have been (private, personal customer information) and are now supervisors. There is a whole squadron of mentor staff who haven't the slightest clue what's going on, but, see "Career Potential/Growth" section.

Work Environment- Don't take your shoes off and make sure you take some sanitizing wipes to your station before you get going at the beginning of your shift. At least one of my coworkers got Swine Flu from a keyboard.

Pay - not all that great. You only make a couple dollars more than flipping burgers.
Respect - you're a butt in a chair. The end.
Benefits - kinda pricey considering the pay. a family plan would pretty much negate a paycheck.
Job Security - Well, considering the revolving door, if you can tolerate the job, it's pretty secure unless there's a sever downtime for the project you're on.
Work/Life Balance - If you're trying to move up in the company, kiss your personal life goodbye.
Career Potential/Growth - If you're friends with the managers, yes. Otherwise, you'll just be a butt in a chair.
Location - Convenient for the most part, though there isn't a lot to choose from to run and get a quick lunch.
Co-worker Competence - You have two types: completely on it and know what they're doing and clueless wonders. Not much inbetween.
Work Environment - I'm used to working with a variety of people, but this job really attracts the strangest of the strange. Most people were very nice, but there were enough strange ones to make me raise an eyebrow, and that takes a lot!

Overall, if you can just go, do your job and go home, it's tolerable for a time. the job just wasn't going to work for me because of the schedules.

I worked there a while. It was not the worst job i ever had. Most of the supervisors are great, and the call center manager is a really amazing guy. The buliding is in a great location, and has really nice lunch room ect. They do prizes and try to keep the agents motivated. So im not going to come on here and say its a bad place to work. Because its really not.
I believe if you don't have a opinion this would really be a great place for you. But if you speak up when you have a issue, chances are that you wont get anywhere and may or may not get fired over it. I saw many good people get fired just because they spoke there mind.
Another thing is that, chances of going up in the company are very slim. If you have perfect attendance and QA and your number 1 on your project or if you have friends in upper management then yeah you for sure can go far.
The pay is not bad anywhere from $8-11 for just starting on a project is really not bad, so i cant complain about that.

Never go to human resources department, those are some mean lady's that really really just need some time off or maybe some Prozac. I dont know but they are always so uptight and very unprofessional.

The only thing asides from the hr reps, what I hated the most what the benefits!!! To have health insurance to cover me my husband and our 2 kids nearly broke me. And I couldn't find many doctors in my area that would even take the insurance.

so over all not a bad place to work. Just remember to keep your mouth shut and maybe make a friend or two in upper management, and you will do great!