Guest contact Center (Call Center) - Sales Counselor Universal Orlando Resort Employee Review

Watch out for 'busy seasons', the phones ring non-stop and you don't get a moment to breathe let alone think. The stress from working so quickly with out of date, barely functional equipment piles on quickly. Schedules are When I started working I loved it here, I took as much overtime as I could handle. But as the honeymoon phase wore off I slowly started hating coming in. There are so many different rules for everything that you do, and they constantly change. You could come into work, read all of your emails and be up to date on all the information since your last shift, and half way through your day a policy would change without your knowledge. Trainers will tell you that you aren't scripted and that they want organic conversations, yet every 'one-on-one' (which is a meeting between you and your supervisor that you have at least once a month to go over anything company related) I ever had or overheard management constantly gave 'pointers' on how to sell better than only included dialog to say not strategies. The place is a revolving door, so many people come and go that managers can't keep track of who is still working there. They do little to change the situation, just have more and more people in training classes to fill the need. Customers wait hours on the line to be helped with online orders, listening to a brain-numbing recording, just to be told that there's nothing that we can do to help them besides to do the order over the phone. When you do break down and just help the customer the way that they want, you are called out and marked down on QA scores. The department is the 'Guest Contact Center' which was made as a first impression of the company, to set a guest's trip to Universal off right and to show that Universal cares. Then it changed to being a wheel on the sales machine, aimed at getting every penny possible.