Global Tel Link Informative - The truth of how this company works - by a real rep
LON ANGELES, CALIFORNIA -- Dear customer, I can't believe you all have time to write such stupid reviews about a company that does not give a penny for you all. I work for Global, I'm in Argentina, and I agree with you, this company IS A PIECE OF .... To tell you the truth, I've worked with MCI, they were strict, but fast, and it was easier to get in touch with us, the reps. I truly agree with many customers regarding holding time. And also about rudeness, and policies. Most of the problems we are having is because: a, during the peak hours (around 12:00 pm till 9:00 pm Eastern) we are not so many reps, as we used to be before, the reason for that is that the morning time (7 am to 12 am) is over crowded, we do not receive so many calls during this time, and most of my peers work during that time, because for many of us, here in Argentina, is better to work during this time. Of course, this means not so many reps. working during difficult hours.
In addition to that, customers are more upset than ever, and it is understandable (most of us, who work for this horrible company agree with what I'm saying). There is one more thing. People working in the afternoon are relatively "new" people. The experiences ones either quit or work in the morning. Just a few of us (who provide with the best customer service we CAN provide, not the one we want) know exactly what is going on. TRAINING OF NEW REPS, MY FRIENDS, LASTS ONLY A WEEK!!! How on Earth you expect good serious customer service with one week training????????? Now, there is more to this, most of us are students, so we study and work, and that makes the job even harder, since customer, usually right, give us many problems.
WE WANT TO HELP, AND WE UNDERSTAND YOU, but sometimes is way too difficult if you either shout or yell all the time, or if you don't understand what we are trying to explain to you. I'm not saying that the explanation is morally correct, but it is how it is, and you as well as us have to deal with this... Another important aspect is work conditions in the building, the light is very poor, the computers WAY TOOOOOOOOOO SLOW, sound is awful, we are afraid of quality evaluations (calls are recorded to verify if what we are telling is correct according to company policies and procedures) cause they're too strict with us, some supervisors (the 2 idiots from the morning) do not help much, and salary, my dears, is lees than poor: We work for a company named APEX; a Sukes company, which is hired by different companies who want to hire the customer service provided by APEX, and theses companies (such us Global Tel, BMG, Capital One, etc) pay a certain amount of money per hour. GTL pays APEX (who is the company paying us) U$S 10 per hour we work. We work 6 hours and 1/2 per day, 5 days a week, around U$S 1300 per month.
We are also payed for calls received (around 0,25 cents per call). You know how much money we earn each month in dollars??? $350 (a rep who is getting a good salary). So, to sum up, in this long comment I wanted to explain to you that we agree with you, that we are not so different, we are workers, and that here in Argentina although most of us are students, we need the money to help in our homes, or to carry on our lives. That is why we keep on working in this company. I CAN GUARANTEE, WE DO NOT AGREE WITH IT AT ALL!!!!!!!! That is why I hope you will write to me, and also that you will understand us better when you call us, it is not our fault, and we really want to help you...