The job itself was pretty simple, as all the tools and troubleshooting steps were always laid out in front of you. The hardest part of the job was getting yourself motivated to go in and do the same monotonous job every day, regardless of how easy the job is, I prefer to be challenged so that I can grow as an individual.
Stream was an equal opportunity employer who strived to provide a work environment that was fair for everyone with structure and excellent Benefits.
Their paid training program was excellent, and always evolving to ensure that the associates had exactly what they needed to do their jobs.
When working at Stream i represented HP for the USA and took over 25000 call in that time frame fixing printers and computers issues while providing exceptional customer service for a fortune 5 company.
They train you very well, once your on the job it takes a little to get used to but a very supportive team players.
Logging the calls accurately and swiftly takes some getting used to but really easy once you get the pattern down.
At this call centre employees are required to meet a predetermined number of metrics and are then measured against other employees. Top Performing employees are recognized and rewarded. After 1 year of service employees are eligible to apply to StreamU,, the companies internal education system where employees can obtain IT Certification, SixSigma, management and communications training. A great option considering the potential cost of these programs if one were to obtain them on their own. The hardest part of the job was the repetitive nature of customer calls. My technical abilities were advanced greatly during my time with this company.
StreamU, benefits package
Boring and repetitive if you were taking calls all day
A day consisted of taking computer/printer related phone calls. Customers were usually irate and had the propensity to be rude/racist. Management did little to discourage these kinds of calls and you were expected to "own the call" and deal with the verbal abuse on your own. There were some good things about working here and those include having a functioning and supportive environment amongst coworkers, and on occasion the management would have "fun days" where employees could win prizes and such.
It is a call center, which as a position can be a challenge.
Customers want one thing and the contract wants another and between you and you team leaders you are constantly trying to please everybody.
If you like a challenge and a great super friendly people to work with this is the place for you. They have good benefits and are a very stable work place.
company BBQ/party days, lots of swag from various contracts, lots of co mpany participation days (like dressing up and such)
To compete on a global market the wage can be less/equal to median wage for that posting, however benefits help offset
Stream as a company was good to me.
Management was good.
Hardest part helping customers that were unwilling to accept help
Most enjoyable was helping customers get immediate results from search engine optimization.
Some of my co-workers were toxic individuals that created an unhealthy work environment
They pay on time, and promptly...I've worked a couple of contracts at Stream and while I met some great people, it overall felt like you were expendable. They get so many applicants and people fresh to the job market that the turnover is incredibly high.
Contracts focused on making your metrics (basically a bunch of stats like call time, hold time, etc etc) instead of helping people. Though admittedly the great agents could find the right balance, it led to lots of problem and call punting.
The management also uses the metrics to place you on your shifts...until they notice you're actually good at your job and try to force you on to a shift with a bunch of other people who are happy to do as little work as possible.
While there are good managers, the majority know little about the product you're supporting as they're constantly moving from contract to contract.
They sometimes have incentives for completing your job well and meeting your metrics, though the payout is months after, if you're lucky. I actually got my last bonus 3 months after I'd quit my position.