Full Creative Reviews

Extremely poor work-life balance. For instance, my first 7 months of working at this company consisted of me working 7 days per week with no exception because they require you to work 32-40 hours per week, but the available hours were always so scarce. Let me tell you, I've deployed 4 times in the military, and not even in the service did I work 7 days consecutively for 7 months straight. Unclear objectives; they don't equip us to meet the expectations. For instance, we answer calls from scripts that are sometimes extremely confusing, incomplete, or lacking the information that you would expect to be readily available for what we're pretending to be for that specific call. Not to mention we have to navigate through some confusing calls while adhering to the quality assurance standards (i.e. don't exceed 10 seconds of silence, don't place callers on hold, verify the spelling of every field, etc). Some scripts are very well made, straight forward, intuitive, and helpful.......while other (a majority) are confusing, robotic, and ill-designed at best. The lack of consistency adds a lot of unnecessary stress to this job because you start to dread taking calls since you never know if you'll get a good script, a dead-end script, or a confusing script. For instance, you'll sometimes receive calls where you have to present yourself as "customer support" or "technical support", the customer will ask a simple question such as "what are your business hours?", and that information will be missing or vague in the script. So rightfully, the customer is wondering why an employee of this company does not know a simple piece of info. So, if you're not quick on your feet at bs'ing, the call could go south really quickly. We take calls from some highly unethical companies who treat this answering service as a tool to put their customers on the back burner after they take their money, therefore, we end up having to get yelled at by their customers. Since these companies fail to provide us with information or scripting to at least ease their customer's concerns, we're often just as lost as the customer. If these companies want us to continuously lie for them, it would really help if the company made sure we were in on the lie as well. These scripts seem like they are designed to confuse all parties involved. Another thing that will stress you out about the script is how awkward and unintuitive they tend to be. For most calls, the script requires you to gather an excessive amount of information from the caller in the oddest ways. For example, the customer could call for directions to the store and you're required to gather their first and last name, verify the spelling, gather their email address, phone number, etc. You start to get the sense that FULL Creative will basically agree to put out any script for their clients (regardless of whether it makes sense or not) as long as they get their money. That often leaves us (the CX associates) in an awkward position. This is the most stressful job I've ever worked based on the poor work-life balance, the unclear objectives, and always being put in a position where we have to pretend as though we work for these companies without the ability to actually help the customer. I was tired of bs'ing their customers every day, just because they weren't ethical enough to do good business.