Macy's Employee Reviews for Call Center Agent

"I’ve worked as a Macy’s retail call center agent for over a year. The US employees cannot work more than 36 hours per week. There are no benefits or rewards for employees who do their jobs well. The agents make $9.00 an hour. The shifts are split at 9 am to 2 pm and 6 pm to 11 pm. Employees get one fifteen-minute break and only two five-minute bathroom breaks per shift. Employees are only allowed three missed days per year with no exceptions, even if a doctor’s note is involved. Calls involve customers who want to order from the website or have previously placed an order. Often the calls involve older clients who do not own a computer, or people who just obtained a credit line and do not yet have a physical card. Common problems are delivered merchandise that never arrived, or orders that are delivered with incorrect or damaged merchandise. The agents are expected to handle each call in less than 8.35 minutes. Most of the calls are the second or third calls, but the first time reaching a non US agent who does not communicate with the customer with the same culture and understanding. Another problem is the antiquated program used by Macy’s for data entry and retention that runs very slowly, freezes at least twice during each call, and never operates within the perimeters expected. The last problem with the program is the website that is incapable of handling the traffic generated by any sale causing it to malfunction and creating more traffic to the call centers. None of these calls ever take only 8 minutes because the consumer is understandably and righteously irate. The turnover rate at the call center is high due to the low pay, split shifts, and lack of any form of benefit/reward as well as the high stress of the job. Macy’s believes they are in competition with Amazon, but have done nothing to rise to the competition."