Very poor management. Very poor treatment of phone reps. They make it known that you are easily replaced with someone who is probably paid less. We were transitioned from Sprint into XeroxACS and I thought working for Sprint was rough but by no means did they treat their employees like a simple number.
Reps are not allowed to have pencils, pens, paper or even email. Women are not allow to have their purses on the desk. U are very limited in anything you can have on your desk. I can give them not having your phone due to privacy which is acceptable. You can't eat at your desk. You can't even write any information down to find a supervisor to check certain things. You have to first find a sup to even help (see the pro) and then they have to initiate an "epop" to chat and that is if your computer works. Computers reboot randomly mid call, and you are held accountable for everything even if you can't control it.
There is a metric called BTP or Bill to Pay. This metric is how closely you adhere to your set schedule. So if you go on break at 530pm but you get an inbound call at 524pm which takes say 30 mins you are now 24 mins out and it goes against you. You have a transfer rate of 7% which is very unreasonable for a cell phone company (Xerox handles call center work for many providers). The training has gone to crap. I am glad to have only a few days left there.
By the way, they will flat out tell you, "We don't give raises"
Xerox may be the name of the company but THIS IS THE OLD ACS TO AN EXACT. RUN AND STAY FAR, FAR AWAY FROM THE CALL CENTER SIDE OF XEROX
