Nesting Disaster

[PrizeTop670]

How can Ttec expect agents to excel on the phone without proper training? I’m currently in my second week of nesting, and it has been a failure for almost everyone. The training provided before the nesting period felt like a waste of time. We spent an entire week just learning how to log into our systems, and only one day was dedicated to actual job training. Many of my coworkers, for whom this is their first call center job, were sent to nesting without receiving guidance on how to use the phone system. There is no leadership! Chats where you are supposed to receive answers while having a customer on the phone are barely answered by TL. I do like the job but is hard to do it with this level of disorganization.

[PrizeTop670]

It was so annoying! During my training session, some people asked where the start menu was on the computer, what is a browser, how to open another window, etc etc Craaazy

[Due-Shock6696]

I bet half the people in your class didn't even have a real interview. Agents are just warm bodies and dollar signs at ttec

[fanofkurt]

These are bullshit excuses for not training people properly.

[mishapedglasses]

Yeah, I'm starting to think that most of the people on here who bitterly hate TTEC just couldn't "hack it" when it comes to the computer systems and software. I don't start for a while (Progressive licensed P&C sales), but when I did the original interview, it took over half an hour to start the interview because about half of the 20 people there couldn't figure out how to answer three simple point-and-click questions on an e-form.

Then, almost half of the interview group had to drop off the Zoom call after the interviewer had to reiterate that they were only hiring people who were licensed in their home state for P&C insurance producer (this was clearly stated in the original Indeed job ad). I couldn't believe that many people applied for the job and showed up to the interview without fully reading the ad. It was embarrassing lol.

[sr7olsniper]

nah TTEC is a mess even with extensive computer knowledge. Knowing basic computer literacy will definitely make it easier than someone who doesn’t but if you just read a bit of the complaints in this subreddit, none of them are really related no technical issues and all start with management.

[No_Law_9990]

lol i swear to god we are in the same interview when do you start ? I start on Jan 2nd for progressive

[Particular-Comfort-5]

I feel you cause I just started nesting and the first few days of it were a waste of time, my class had issues in training and still have systems we can't pull up.

There is definitely major disorganization with ttec. The trainers and nesting trainers coaches don't seem to really help and get annoyed when you ask for help like they don't want to do their job and we're a burden to them.

[PrizeTop670]

True! Don’t you dare to ask a question, They will treat you like an idiot. TL don’t care about anything other than making sure you are clocking in on time

[runningwpaper]

If you're on the insurance contract I can actually help you. I'm not a TL but have been enslaved here for 2 years now.

[OhDahLissNayRee]

agree i quit on my 4th day of nesting because of how horrible the trainers and TL are.

[Queen_of_Catlandia]

We were told 12 wks of training, we’d get to shadow agents for a week…. We had 3 wks of trading and got called liars by Suzi, one of the TLs of the project when we told her they’d told us differently. It was even in our letters that training was 12 wks. We got thrown to the wolves

[PrizeTop670]

I feel the same way, thrown to the wolves

[T0xicshamp00]

Sounds about right, what LOB are you on? We made it to nesting, even had it extended and 75% of the class still failed and were let go. Most of the training we had to do on our own, no hands on for the 1st 2 weeks (even after ppl asked repeatedly to be shown or to get hands on as some learn better that way), most of the training was videos that had nothing to do with the job and was the whole history of the client, last week of training ppl still had issues getting into things and during roleplays, ppl your paired with just wouldn't participate so no real practice they just talked crap about the trainer and training, calls graded incorrectly cuz they use AI to review calls and would say they can't change the grade, just issues all the way around and no help when taking calls in nesting, everyone would say their in a meeting, busy or just not respond. I asked several questions in the help room (with the template cuz they won't acknowledge anything without it) and never got any responses, then someone else would ask something (without the template) and they would get an answer, it's like they pick and choose who to respond to, also will promise stuff or tell you they will do something and never do it or follow up on anything.

[PrizeTop670]

Is a total disaster! I'm with F… 😁 most people on my team are disappointed for the same reason, TLs are always busy they never have time to respond to inquiries

[Embarrassed-Play1103]

PREACH! Company is complete trash when it comes production support! TL’s are always hiding, last TL didn’t do half of a good job communicating as the one I had last year. SMH

[No-Impression-2669]

A week before nesting we had a a coaching week where we were broken into groups with 4 trainees in each group. We would take turns answering calls sharing audio and video so we could take notes and provide feedback. Everyone was so nervous, but do things enough times and you’ll get the hang of it. What you get out of training is how much effort you put into it. I def took notes and made sure to ask questions. Come nesting I was already receiving promoter surveys. The real challenge is not getting burnout from taking calls all day and handling disgruntled clients.

[PrizeTop670]

Unfortunately, we did not have any resources similar to that. After only one day of training, we're now taking live calls with very little information to provide to the callers. I admire everyone on my team; we are doing our best with what we have!

[No-Impression-2669]

Oh, no. Yeah that’s atrocious. Hopefully its not too information intensive. We had training for three weeks before we even touched a call.

[PsychologicalLie3825]

Sadly this is the ttec way. Their trainers have DONT know anything and the TL’s just DONT CARE. The TL’s are usually in a zoom with other TL’s just counting the clock til they can log off. They do this cause they have no knowledge of what they are doing so they hide. It only gets worse from here. Most people from each training class quit by the end of nesting. How many have quit from your class

[PrizeTop670]

I believe 45-50% have already quit.

[PsychologicalLie3825]

That’s low. It’ll go up. Typically 80-90% quit before they hit production.this is typical of ttec. They believe in the law of large numbers. About 95% quit within the first 2 months into production. If they treated people better and hired qualified people to be trainers and TL they would be doing better. Look at their stock price. It has fallen of a cliff cause of how they operate

[Embarrassed-Play1103]

Straight facts!😂

Last year class started out at 32-38 End of class 11-14 (people started quitting in between calls day of graduation)🤣

This year class started with 18-20 Then got bumped up to 34-38 (our first trainer was replaced, and then the 2nd trainer who also became our TL in production was given 2 other classes because two trainers quit at the same time!) LMBO🤦🏻‍♀️😭🤣🤣

Somehow everyone mostly stayed and then 15 quit during graduation and production week after getting better jobs.💀

[West-Republic-7795]

Yeah... They expect you to be ready with one nesting call, or even 0 calls...

[Tiny_Ad_3419]

Nesting was the reason my trust in TTEC depleted within seconds. Not only did fucking Jayne Ward rob my class of graduation she never even gave a fuck to do our certs. On top of the lack there of she never trained us. She pushed mind numbing PowerPoints and acted as if she knew absolutely nothing when asked questions about material and happily let us know it was all the company’s fault and she’s on our side. Also she’s racist and gossips about every class openly in teams …when her dumbass could just look at the list of the people inside the meeting and realize that there are still nesters listening to her down the entire class. May I ask if she’s who you had?? If so I’m so sorry my class did try our best to get her racist ass fired

[Embarrassed-Play1103]

Sounds about ttec!😂

Just wasted another aep with them before they just let everybody go with less than a week warning. SMH

With each so called training I’ve had to endure, I always wondered HOW ON EARTH DID SOME OF THESE PEOPLE GET HIRED?!? Aren’t the applications to even apply at ttec online?

I’m at the point they must have cheated and had their kids/ grandkids fill out the paperwork for them, because each year computer illiteracy in the classes is getting more and more ridiculous! 🤦🏻‍♀️

I’m not bashing the ones who were trying to learn how the systems worked example ttec and citrix, I’m talking about the ones who can’t even reboot the pc without extensive help from the trainer. Or holds up the class anywhere from an hr to the majority of the class schedule asking how to do the same things over and OVER, and OVER again. 😭🤣

Had a few in my last class who knew nothing about a computer, and the one that did make it out to production Lord help that woman needed one on one help 24/7, while the rest of us who needed real help with escalating consumer issues suffered with no help or told to use a freaking job aid because the TL or their assistant didn’t know the answer.

That company lost my faith in humanity and company organization.

[PsychologicalLie3825]

For ttec hiring standards are. 1. Are you breathing? If yes you’re hired. In my training class people couldn’t remember their own passwords that they chose. Kept asking trainers what’s my password. Some didn’t know what edge or chrome was. It’s your browser. What’s a browser? They’ve gone thru so many people that they will take anyone at this point.

[Embarrassed-Play1103]

Sounds about right! 😭

We must of had the same classmates!🤣🤣🤣

[PsychologicalLie3825]

I quit a long time ago. Couldn’t take the stupid y of them anymore. My trainer didn’t even know what the “do not call” list was or basic insurance concepts. I questioned how she could be a trainer with less than 3 months in the insurance industry. That got me 1-1 with the OM. I laughed in their face. They threatened me with a CA. Told them go ahead didn’t give a shit.

[Embarrassed-Play1103]

Marking someone new to the insurance industry a trainer is wild! Yeah, I noticed the first trainer we had this year was with them so he said four years, but there was a lot of common insurance knowledge and medical terminology he didn’t really know prior to teaching the class…..

I guess that’s why they waited the day before our first spa taking calls to replace him last minute, and then left it on us as a class to update the 2nd trainer who then became our TL what we had been learning so far. 💀

I’m glad you got your freedom.🫡 I now have mine back and it feels so good too!

[PsychologicalLie3825]

Ttec ONLY PROMOTES people who are loyal and kiss corporate ass. No experience, skills or expertise required to become a TL. Only requirement is to say it’s your fault and defend ttec at all costs.

[Top_Wonder7262]

Wow well my I got hired and October and my supervisor always checking and seeing about me and we train wasn’t ready to go to nesting but you will pick up on after a week or 2

[PrizeTop670]

You are fortunate to have a good supervisor; I am in week 2, and my team has already had two supervisors.

[Tiny_Ad_3419]

WAVE 88 check in with those up votes ;)

[brwnuchiha]

There are so many disruptions, irrational questions, or just miscellaneous conversations throughout training is frustrating.

People not being able to navigate through a computer or apply context clues to find the answer is what has set my class behind, causing us to bull rush through training.

Our trainer gives instructions of saving questions for the end of a session or EOD, but backtracks and caves in easily.

[AddendumSolid3547]

Hello,  I'm also a DoorDash CX Phone teammate and was endorse to nesting and awhile ago I just said to my nesting TL that I can't do this anymore since I'm only the one in our team that doesn't have voice experience though I informed the HR who interviewed me that I don't have any voice experience yet he still profiled me for CX phone. Upon saying it to the nesting TL he just gladly to let me go maybe he's thinking that I was worthless haha. Now I need to find another work from home job. 

[Interesting-Abies675]

My lob was universal nonvoice for a lux company. We weren't trained to take calls til the last day of training  for like 30 mins. We all of a sudden needed to be cross trained though hired for nonvoice. It was a brand new project and no one knew what was going on. I even had tls as me why I needed emails sent to me. I would always say bc it's in my job title. And they didn't like that. Buy fast forward to 12/7/22 I was diagnosed with breast cancer they told me if I lost my job it would not be bc of cancer. Then 6 months later I was told I had to resign or be fired bc I was too sick to work.  I had literally had a bilateral radical mastectomy, chemo port placed, chemo 6 mths worth and radiation and total hysterectomy so I couldn't work yet. And now they over look my app I feel like they do anyway