Foundever Claimed Company
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. read more
At the beginning, it was good, but later on, it hasn't been the same anymore, and I don't believe it will improve, at least on a long time.
What's going wrong and how can it be improved?
Most of the time, there is a high volume of calls inbounds, and too few agents to take them, please put hire more agents.
What is most positive about the culture and environment at your company?
They count breaks and lunch as part of the work hours to be fulfilled on a weekly basis, so basically you work like 40 hours a week, that's nice.
What are some of the best things about your team?
Willing to give advice on certain situations with customers. It's really nice to know that if by any chance you find yourself in a tough spot with a customer, there's always someone willing to help you out with an advice or two.
What does the leadership team need to get better at?
Both on their fraud policy and their payroll policy. For some agents, this company is a joke that they can take on their advantage, and some others believe this company doesn't care at all for their agents and it's all about the money they can get from us.
Why do you feel undervalued and what would make you feel better about your compensation?
Just listen closely to the calls, with active listening, and then decide who really deserves to have a bonus or not. Most of the time, Sitel seems to give prizes without checking the agent integrity. That's not nice at all for the ones who really care to give a good customer experience.
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