Honestly, the list could go on for miles... I barely know where to begin.
- They are very, VERY strict about scripting and policies. When Qualfon hired me, I was essentially actually working for Roadside Assistance through another company. I know that most of the policies come from the Roadside Assistance company, but they have an absolute tin ear for customer service, despite them claiming it's the absolute best. The script is more important than anything else. Miss one thing on that script? You failed that call.
- Attendance for a work from home job is always going to be more strict, but they take this to the nth degree. If you're really sick, like, have to go to the doctor sick? You still get a point for every single day you're off, even if you have a doctor's note. There is exactly 40 hours of PTO for the year too -- sick time, vacation, dependents, it doesn't matter. You have exactly 1 week of total PTO (that you have to EARN, about 2 hours a month) to use a year. So plan your illnesses accordingly. If you don't have the PTO? Points. So if you get sick more than once a year, assume you'll be written up or fired.
- The customer may not always be right, but don't expect any help in trying to get this solved. Getting a manager on the phone is like pulling teeth. Learn to deescalate situations with absolutely no help, even if the customer ASKS for a manager, there is a 50% chance you won't get one.
- Breaks are very easy to lose. If you go to the bathroom, you have to take that time off your break. it doesn't matter if you're gone for one minute or five. Managers really don't seem to care, they just care about keeping people on the phones as much as possible. I once spilled a pipping hot cup of tea on my lap, thighs and crotch, and said in the work chat that I'd be right back and why. I wasn't ask if I was okay, no one bothered to make sure I was, I was just told to make sure I took the time I was gone off my next break. Need to go to IT for help? Miss your break. End up with a really long dispatch (happens sometimes, weather is a thing) and it takes you an hour to dispatch, despite your best efforts? You almost never get that 15 back.
- Anything that goes right is your fault. I had a computer completely break down on me, so I had to run out and spend $700 unplanned on a new computer the same day because I was going to get attendance points for every single day I was gone. This was during the Pandemic too, so money wasn't easy to come by, let alone enough to replace a computer. You don't matter, your attendance does. Don't let anything break and don't get sick.
- Very few managers ever seemed to care about you as a person at all. Half the time, they didn't actually seem to read what was being said by people in the chat (where all communication happens) and tell employees to do something they already did, or it can take up to an hour just to get a question answered for your dispatch -- and then YOU get in trouble for taking too long on a single call. I had so many times where I would say something in chat and the way a TL would respond made it VERY obvious they read less than half of what I said. It made things take way longer than they ever should have.
- That brings me to the next issue: times are strict, Very, very strict. Don't be a minute late. Don't be 30 seconds late. Make sure everything is happening EXACTLY on time. Meet the average call handle requirements and never, ever be in break mode more than necessary. It will come back to haunt you. They don't actually pay attention to the how or why for these things, just average percentages. Your summer times better be as fast as your winter times.
- Popular for call centers, but the scripts and rules will change all the time, and make sure you know those changes immediately. Going off script is a great way to fail the call. Even if it's just missing something small and irrelevant. Memorize. The. Scripts. Or you're doomed.
- They are apparently not good at training anyone because OT is CONSTANTLY keeping people later and it's always there. For terrible incentives, if any at all. I can't say if this was exactly Qualfon's fault or if people just weren't applying, in fairness, but the revolving door of employees makes me believe no one lasted.
- No matter how the customer treats you, you are not allowed to hang up. They can yell, scream, insult you, insult your family, threaten you... it doesn't matter. You're expected to deescalate it by yourself. The ONLY time you ever get immediate help is if someone threatens a law suit against the company. I had a customer -- a doctor -- tell me numerous times it was my fault his patients were dying, my fault if he got fired, called me names, called me useless, insulted myself and my family... and I could not hang up. If I had, I would have gotten in trouble. Possibly even fired.
- "They're not mad at you, they're mad at the situation. Just let it go" is something you'll hear a lot.
- Never, ever, admit ANYTHING in the chat. It will be lorded over you like you're neglectful to the company.
Care about yourself. You deserve better than the job I had here. Granted, sure, I wasn't technically doing "qualfon" work, I was doing "roadside assistance" for another company, but everything I experienced as a loaned Qualfon employee with absolutely no protections, just catering to the company that I was loaned to?
Everyone deserves better.
