DecoPac reviews about "training"

I worked for Decopac for 2 1/2 years, the first 2 years were amazing, I was passionate about the company and the work environment was great. However thing changed drastically for the worst at the beginning of 2018. Management communication had gone from an open door/opportunities policy, to thrusting employees into new job titles and responsibilities without notice or communication. Minimal training provided during transition and a figure it out as we go attitude has taken over the managment team. They are very enthusiastic at giving projects and room for development. However they do not provide the time or resources to complete them.

Limited ability to advance to the next level due to company size.

If you are looking to enter the tech business world but don’t have the credentials don’t worry. If you know how to make an email alert when you get an email and search basic keywords in a wiki database you’re already more competent than 50% of your fellow coworkers. You’ll do fine here. You’ll just do fine. There's no succeeding. Just tranquil and admissible employment. Longevity and, more importantly, competency are not adequately rewarded. The strongest most reliable worker who's worked here for more than 2 years will still be earning less than a bilingual worker who starts day one. That's not to say being bilingual doesn't deserve the extra money, it's saying those who prove their competency time and time again should be rewarded. It's even more insulting when you get a new worker who's bilingual AND incompetent on day one earning more than basically all but the oldest of lower level employees there. But that wouldn't even be an issue if it was a great place to work and spend your time. The tragedy is it used to be. DecoPac really is customer focused and they understood customers want to talk to humans not robots, so employees used to have freedoms. The bottom line is make the customer happy and you're doing your job correctly. The freedom and work environment boosted morale, morale gave everyone good moods, good moods are picked up on by customers and they receive a great experience. But like most good things, it of course had to come to an end. DecoPac was bought by an investing firm which means cutting luxuries and maximizing profit. The cold hard truth is it’s expensive to hire humans, if you hire humans and treat them like humans it’s gonna come with a premium. This is fine for a business that just wants to produce, grow, create worker loyalty, and profit isn’t the primary focus. But when you get bought out by an investment firm you can kiss that old mindset and human premium goodbye. What is occurring now is a movement towards simplification and lowering the requirement for competency. The first movement is getting rid of the tech support department and merging the whole call center together into one mass of mediocrity. Those applying for the tech support position will soon find that position is gone. As everyone tries to be one singular unit in the call center body, the average expected technical competency will be greatly lowered. This lowered expectation brings with it shorter introduction and acclimation periods which results in less job security. The shorter and shallower trainings basically make it harder for someone to be essential and easier to be replaced. Fearful employees now won’t protest the stripping of their freedoms and management can create more strict and efficient policies. After enough time and simplification, the department will be ready for outsourcing. I’m not knocking the business strategy. It works. But for you the lowly employee, you lose. The abundant amount of Brain Drain from the technical support department is shocking and sort of telling that nothing has been done. That department has not managed to retain an employee for more than 6 months over the last two years. The majority of workers there are veterans from the golden era and are the backbone to most of the on goings in that department. I was shocked at the amount of information you need to learn to properly operate in that department. The truth is you will need at least 3 months (this varies greatly by competency as many veterans still struggle with basic tasks) before you will feel natural in that environment and can operate almost completely autonomously. The most competent coworker here is vastly under his pay grade and one of the last remaining ‘Neos’ in that department. Able to answer and do anything that some havn’t learned yet or somehow still doesn’t grasp after 3 years.. Eventually the remaining veterans will slip away and little nuggets of info or procedure will get lost with them. For this reason and the long training period, the shift to simplification. It’s gonna take some time for management to implement all these changes, some of these are already implemented while others are just extrapolation. But ideally here’s the environment you’ll be working in sometime around Q3-Q4 2018. No phones visible whatsoever, your family members should all learn the Decopac number in the case of emergency, call it, wait if there’s calls in queues, explain to the secretary your emergency, wait for the secretary to notify you, now you can help your family. Being on your phone means you’re not on their phone taking orders and making money. If you push back a little management will stop bothering you if you have your phone visible. Doesn’t stop them from trying to bully those who they think they have power over, even if they just have their phone visible because their child is sick at home. You will not be allowed to browse the Internet, screens are recorded during calls and management now will spy on your screen to make sure you’re staring at your screen in between calls. You’ll follow a type of flowchart for each case that you are diagnosing. You won’t actually need knowledge of the product, like a robot with a human voice you’ll navigate yourself and the customer from if problem X proceed to solution Y. You’ll get no satisfaction from diagnosing a problem early on due to your experience as you are told to follow the flowchart for each scenario to make sure each troubleshooting is done to code. You’ll be urged to get a call done in a certain amount of time so you can get back into the sales queue because now everyone is responsible for taking orders. You’ll get no mutual respect from your supervisors who don’t care that all you want is to do something different. Even after 11 years at the company you may one day be simply cut out and find yourself jobless simply because you didn’t fit into the new business plan (this actually happened). You’ll sit there and Like a rat who will shock themselves after enough time with no stimulus, you will reflect in repetitive boredom wondering if you can find a job that pays as much as this with such a low bar for entry as well. These are all the right moves for a company trying to maximize profit. But for you the lowly employee trying to find a job of merit. Unless this is a rock you hopped to with intentions of hopping further, turn elsewhere.