You're on your own

My story began only a month ago when I first began as a VCC. My first impression of Amazon VCC was negative. I had issues logging on, learning how to set up and when I was finally able to get on I got backlash for not understanding that I had to message my team lead from the Amazon email address (because I wasn’t aware I even had one or where to find it on the remote desktop). From there on, it just became worse. Little to now help was given, zero understanding and the only time I had any communication between my team lead and myself was when I made a statement to someone in my group through OCS that maybe this wasn’t the job for me since I needed a little more guidance. Once on the phones, we were directed to ask questions through MatterMost where my questions were often overlooked and left unanswered. I would thoroughly search for answers on my own before even going to MatterMost.

During P1 training (which was more of a sink or swim situation anyway) while on the phone we were only to take the Where’s my stuff? calls but when we (others in my group complained about this too) transferred to P2 we were given attitude, treated like pariahs and the calls were pushed back. All of this added to off kilter metrics and unhappy customers. Even while contacting DART and leads we seemed to get the same treatment – lots of attitude and as if we were inconveniencing them. We then had a week break while learning P2 stuff which would have been nice to have learned from the start because most of the calls we were forced to figure out on our own were from the P2 category. No help was given, the training videos would freeze up and most of them had incorrect answers that lead to us being trained incorrectly just to get through the training.

Through all of this I continued to have issues with the system. The phone, OCS and CSC would randomly disconnect and often in the middle of a call. I tried to contact my lead on several occasions regarding this problem and got no communication back not even a “you’re on your own”. I called the FR team and they all but laughed in my face and acted as if it must be my internet and I need to upgrade. I assure you it was not my connection because I shelled out the money for a technician to come out and look everything over just in case. Now today, I signed on to an email that I almost trashed because it wasn’t marked as important and had no subject line telling me that I have been let go of due to a No Call No Show – which technically I guess would be right but I did contact my team lead to let her know that I was having computer issues again (signed on and kept getting signed off and being told I have an internet connection problem). So yes technically speaking I didn’t CALL in but I did report the issue to my lead and called the FR team.