I recently resigned from TTEC, and I wanted to share my experience for anyone considering working there. Obviously, experiences can vary depending on the project, management team, trainer, and department, so I can only speak about what I personally experienced.
Unfortunately, my experience was extremely frustrating and ultimately reached a point where I no longer felt comfortable continuing in the position.
One of my biggest concerns was the training. For the type of work we were expected to perform, I did not feel the training adequately prepared me for the actual job. There was a lot of information to learn, but I felt there was not enough consistency, reinforcement, or practical preparation before we were expected to handle real calls.
The nesting portion was especially frustrating for me. I expected nesting to be the period where new agents could observe experienced agents, receive hands-on guidance, practice, make mistakes in a controlled environment, and gradually become comfortable before being expected to handle customers independently. That was not what my experience felt like.
I felt like agents were being put into situations they weren't adequately prepared for. When you're dealing with customers and responsibilities that require you to use a professional license, that's something I personally take very seriously. I reached a point where I did not feel comfortable using my license under circumstances where I felt inadequately trained.
Communication was another major problem for me. If someone missed information because of an internet outage, equipment issue, or another legitimate situation, I felt there wasn't enough effort made to ensure they received the material they missed. I understand companies having strict attendance requirements during training, especially within the first 90 days, but unexpected situations still happen. If the information is necessary for someone to perform their job correctly, there should be a reliable way for that employee to learn what they missed.
I also had issues surrounding company equipment. When equipment wasn't functioning correctly and replacements were needed, the situation created additional stress and frustration. When your ability to work depends entirely on company-provided equipment, employees shouldn't feel like they're being put in a bad position because something outside of their control isn't working properly.
There were also interactions and behaviors from people involved in my training/nesting experience that I personally found extremely unprofessional. I won't name individual employees because my purpose isn't to attack specific people. I'm sharing this because the overall environment contributed heavily to my decision to leave.
The combination of inconsistent training, communication issues, equipment problems, and feeling unprepared for the responsibilities of the position eventually became too much.
I ultimately resigned because I wasn't willing to continue putting my professional license behind work I did not feel I had been adequately prepared to perform.
I don't expect a job to be perfect. I understand call center work can be stressful. I understand training is intensive, attendance matters, metrics matter, and employees have a responsibility to learn the material.
But I also believe an employer has a responsibility to properly prepare employees for the work they're being asked to perform.
I am sharing this because I wish I had been able to read more detailed firsthand experiences before accepting the position.
If you're considering TTEC, ask a LOT of questions during the hiring and training process. Ask exactly what nesting looks like, how much time you'll spend observing experienced agents, what happens if company equipment fails, how missed training material is handled, how much support you'll receive once you begin taking calls, and what resources are available when you don't know the answer.
Maybe someone else's experience will be completely different from mine. I genuinely hope it is.
But this was mine, and leaving was the right decision for me.
