Nordia Employee Reviews about "angry customers"

Updated 15 May 2020

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3.4
66%
Recommend to a Friend
70%
Approve of CEO
Nordia President  John Dinardo
John Dinardo
286 Ratings
Pros
  • "as a management and work Environment 5 stars , the salary(in 33 reviews)

  • "Good culture, good pay, good team, good perks(in 23 reviews)

  • Cons
  • "Dealing with angry customers and bad shifts(in 7 reviews)

  • "They do promote from within but who gets promoted seems to be based on upper management agendas that are not made clear(in 6 reviews)

  • More Pros and Cons
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    Reviews about "angry customers"

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    1. 3.0
      Current Employee, more than 1 year

      not good for long term career

      15 May 2020 - Customer Service Representative in Nanaimo, BC
      Recommend
      CEO Approval
      Business Outlook

      Pros

      good salary, bonus, overtime available

      Cons

      rude managers, angry customers, have to sell on every call which is unreasonable.

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    2. 4.0
      Former Employee

      .

      15 Oct 2018 - Anonymous Employee 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Good salary and bonuses every month

      Cons

      Dealing with angry customers and bad shifts

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      Nordia Response

      Communication Specialist

      Thank you for taking a moment to write a review. We appreciate your feedback.

    3. 2.0
      Current Employee, more than 3 years

      BEWARE NOT A GREAT PLACE TO WORK

      9 Jun 2014 - Customer Retention in Nanaimo, BC
      Recommend
      CEO Approval
      Business Outlook

      Pros

      *Decent /okay wage *Bonus and incentives *Benefits (medical and dental)

      Cons

      *Back to back calls with angry customers, for eight hours a day non stop *Poor training, the girl is a pothead and classrooms are like high school *You have to brown nose to upper management if you want to advance, even if you are a top performer *They give more responsible positions you apply, get them, then they change their mind and switch things often. Even after a interview process is completed *Some supervisors sleep with agents (very unprofessional) *Bathrooms are gross and I almost chuck when I go in there *Their systems are horrible and always having technical issues like freezing etc, effecting your average handle time which is still on your responsibility *Having to up sell every customer possible even when they are calling to cancel their services *Politics and more immature politics *Very high turnover

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      2 people found this review helpful
    4. 1.0
      Former Employee, more than 1 year

      Maybe a temporary solution

      3 Sep 2017 - Call Center Representative in Nanaimo, BC
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Okay salary Flexible hours You make good friends cause everybody is depressed with their job so you guys will have the same problems to talk about with each other.

      Cons

      Lazy management Repitive work Frustrated customers Lacks work ethics Mistreats employees Fires anytime Nordia is bacialy a temporary fix if you need to pay bills. The job is repetitive, boring and will basically cook your brains talking to a abusive customer who will want everything for free from you. The job is basically to try to sell phones to already angry customers. Your level of experience, education and service does and will not matter since the management only wants you to sell things, your stats are important than you will be under high pressure to sell stuff. No way to go higher in management, there are people stuck in the same position for years The management is not helpful at all because they are an employee of somebody else themselves. You team managers will basically play in the game room all day when you are not allowed to go to the bathroom. If you do, you will tortured for it. They may fire you anything you are not able to sell anymore or if someone in the management doesn't like you.

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      2 people found this review helpful

      Nordia Response

      Manager, Communications and Marketing

      We are sorry to hear you did not have a positive experience while working at Nordia. Working in customer service can be challenging at times and is not the right fit for everyone. That said, we work hard to provide all our employees with an environment where they feel respected, supported and that their contributions are valued. That’s how Nordia has become the number one customer service provider in Canada and why we have the best retention and employee satisfaction in the industry. We wish you the best in your future work experiences.

    5. 1.0
      Former Employee, less than 1 year

      Worst Place I have worked.

      26 Aug 2014 - Customer Service Representative in Kitchener, ON
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Ok pay for Nanaimo. Lots of coaching.

      Cons

      High stress - You deal with angry customers all day long - but if that wasn't enough, you are required to hit multiple metrics, such as AHT, deactivation rate, sales percentage. These targets change monthly and can be quite unrealistic (almost the whole call center missed the target in June and July resulting in a lot of people quitting or getting fired). Poor management - had a known medical issue, but they ignored it. They will dock for going to the washroom. Nickel and Dimes you - they only pay a base rate of $12.50 /hr and then add on premiums to bring it to the $16 /hr mark. If they force you take training they pay you $12.50. They forced me to do a 3 day training, which cost me $60 in wages. Stat pay is paid at the base rate, vacation is payed at the base rate.

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    6. 3.0
      Current Employee, more than 1 year

      Client Solutions Representative

      12 Jun 2015 - Client Solutions Representative in Kitchener, ON
      Recommend
      CEO Approval
      Business Outlook

      Pros

      The people are fantastic, for the most part excellent management that will help you work through any problems. Open door policy for all management. Benefits are decent, once you build seniority the shifts become substantially better. Very helpful for transitioning into sales or developing soft skills.

      Cons

      High pressure environment, are expected to meet monthly targets can be very stressful. Dealing with frustrated or angry customers on a daily basis.

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    7. 1.0
      Former Employee, more than 3 years

      Worst job I've ever had

      2 May 2016 - Customer Service Representative in Noida
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Option to work part time or full time

      Cons

      - Horrible workplace politics - Low pay for constant stress from both customers and managers - If you keep your head down and work hard you get nowhere. You need to either be a smoker or suck up big time to management to be promoted - No appreciation from managers, if you do well they expect more - Poor communication skills between employers and employees, everything needs to go through the union - They treat employees like grade schoolers - Low quality training provided, little support from managers as they don't take calls, so their knowledge is limited - High turnover rate therefore no support from senior colleagues since they need to be taking calls as well - No wait time between calls - No workplace culture - Monthly targets are high and ever changing, almost unattainable every month - Getting yelled at by angry customers all day - Bonus is based on surveys filled out by the customers, so even if you do your job properly, they can score you poorly for any reason at all (they had to call in the first place, they dislike the company itself, etc) - Constantly scheduled to work weekends, and daily starting shift times are always different - When a new job posting becomes available for a promotion, upper management already knows in advanced the individual they will choose - Managers will do everything to avoid taking escalation calls - Agents get disciplined (instead of being properly coached) for not hitting their targets, even though they received minimal training - Zero positive reinforcements - Most employees become burt out, so they either quit or go on stress leave - Expected to go into work even if you're sick - Doctor notes don't matter if you're sick, management will still discipline even though work doesn't pay you for being off sick

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      1 person found this review helpful
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