Asurion Employee Reviews for CSR

"Demeaning, Demoralizing, Abusive, Insecure, Stressful, Pathetic."

What do you like about working at Asurion?

"Coworkers are pleasant and friendly, they help the days pass"

Do you have any tips for others interviewing with this company?

"If you have any other option - don't do it! Call Centers everywhere are rough - but I've never seen one this bad and I've been doing this work for over 20 years, I've only been here a little over a year and I'll be moving on as soon as possible."

What don't you like about working at Asurion?

"This company needs a reality check. They continue to push for more and more and more, but give nothing. They constantly change goals to make them un-attainable so that they don't have to pay bonuses, they will even change them mid-month with no warning. Their computer systems are pathetic, slow, glitchy, and frequently not working - Help Desk is useless since a 5-year old knows more than they do. I was recently put on an Action Plan giving me 30-days to reduce my call time. I was promised mentoring and coaching by a peer - however 3 weeks later I still have not received because they want good efficiency numbers and would rather send people home without pay than allow them to help others. My most recent meeting with my Supervisor was cancelled because their systems broke down (again), so I didn't get that help either - and then to top it off, AFTER they chose to cancel my meeting - they called me at home on my day off to do my performance review because they had a deadline they had to meet... they are disorganized, don't meet commitments, and treat people like dirt - they care nothing about you or the abuse you take daily from their customers (who have been lied to, misled, misinformed, you name it) - all they care about is that you produce like a machine."

What suggestions do you have for management?

"This is the United States, not some third world country - slavery and sweatshops are outlawed here. Take some of that money you're not paying us and put it into hiring IT people who have half a clue, and systems that work at least 50% of the time. Come out from hiding in your offices and see what we do every day - take some calls - show us how it's done if you think it's so easy!"

"Poor - in fact, very poor."

What do you like about working at Asurion?

"I like that my shift is steady for several months at a time, so that I am able to plan and lead at least a partial family life outside of work. I like the concept of the service Asurion offers - it has great value and great potential - but the reality isn't living up to it."

Do you have any tips for others interviewing with this company?

"I suggest going online and reading reviews - there are many available. If you are applying for an upper level position, you may be fine - but if you apply to work the Call Center itself - watch out - the job is not at all what it was suggested to be. I am only 1 of over 100 reps for my particular line - I get at least 15 abusive calls a day, and from those I've talked to - they do as well. Since we average 40 or so calls a day - that's just barely under half of all customers, which is not a good ratio."

What don't you like about working at Asurion?

"Poorly prepared coming out of training. Frequent Supervisor changes, unable to build a relationship of truly work with one towards improvement - moved around every 2 - 3 months. Very poor IT and Support Departments. Systems are glitchy, slow, only partially function, and down completely more than half the time. Tools and resources are confusing, unclear, not user friendly, and also frequently not working. Meetings, coachings, development, training frequently cancelled and not rescheduled due to system or staffing issues - if not, then Supervisor can't do meeting because they're busy taking an escalated call that we are supposed to have a dept. to handle. More and more being added daily, with nothing taken away - metrics are virtually impossible to hit based on all of the above. Micromanaged to the point that your sincere statements are judged by others for if they felt they were sincere enough - the tone of your voice is judged by someone else for was it too loud, too soft, alert enough, energetic enough, sincere enough. Conversations with Supervisor are often monitored so I can't even speak freely with them. Given training, surveys etc. that are mandatory - but not given time to do them, and not permitted to perform any work related task outside of approved hours, so when do they get done. Then punished when they don't."

What suggestions do you have for management?

"Your people are so stressed that they are making themselves sick. Performance would actually probably be better if they weren't feeling this way - people have to feel motivated, not scared to perform well. Action plans if 1 month missed, job in danger is 2 months missed, even by a small amount - goals are unrealistic and punitive - even customers complain about it. The level of abuse we are required to endure from customers and clients creates a hostile working environment. If you have this many escalations - you are doing something wrong. Educate your customers and clients - most don't even know what the program is, although they bought it - have never seen their terms. If your polices and procedures are adding to the escalations - they need to be looked at. Let your support depts. do their job, and let the supervisor do theirs - I need to know that my supervisor is there for me."