TSA Telco Group Reviews

1. Microagressive racism I was one of the few Asians there and they confused me with another Asian who wore glasses, had long hair. I don't wear glasses, I have short hair and bangs. Not to mention one of the Team Leaders weirdly never wanted to talk to me and was mean to the other Asian girl. 2. Abuse and manipulation of employment definitions Was hired as contract but was told it was temp until we reach 3 months where we will be full time. They would cancel shifts out of no where but because we were casual it was "legal". Then required MC for any sick days despite being casual and not being paid that day anyways. It was assumed and expected we are available full time but what's the point when they would cancel the shift the next day. One week I only had 1 shift which was ridiculous. 3. Unpredictable/poorly communicated work schedule They roster hours on an INTRANET. You shift got cancelled and youre not rostered for today? Hope you have friends because you wont know otherwise. Not text or a email. Everything is internal. 4. Micromanagement EVERY MINUTE IS ACCOUNTED FOR . Going to the bathroom? Change your status. You get 5 minutes and your TL will check on you in the bathroom because they "care" about your health. 5. No room to be yourself. Oh do you sit at a desk for most of your week and want to pop something on it? Good luck. NOTHING on there the but a paper and a pen. I cant get over this at all. Its literally like the show severence. You are a worker and nothing else despite their pitch. 6. Management has a power kink I got in trouble for playing with toys at my desk. I was having my lunch at my desk (COVID) and got a little Lego figurine to make to pass the time as no phone are allowed. Got called in with my TL because someone from upper management saw me for playing around instead of working (the audacity). So I explained I was on lunch and was chilling out. APPEARNTLY THAT WAS NOT OKAY TOO. I need to have lunch in the lunch room now. No matter the reason, if they don't like it you obviously did something wrong. 7. You are a number They called me by the wrong name my entire employment. I tried to tell them but they would forget who I was. I have a very normal name, its just not my legal name. 8. Gaslighting and toxic work culture They are very toxic and make you feel like you're not working hard enough, like you're doing the wrong thing. If you choose to work here remember this: ITS NOT YOUR FAULT, YOU ARE DOING WHAT YOU CAN WITH THE TRAINING THEY PROVIDED. THEY ARE JUST GASLIGHTING YOU. By the end of my employment, I was bed ridden for 3 months because they stripped my confidence away and I became chronically depressed. My thyroid went haywire from the stress and I lost half my hair.

•Training didn't properly prepare us for day to day calls, mainly focused on product knowledge that is useless since it is ever changing • One support person to help around 16 people all taking their first phone calls at the same time • After a week taking mainly store calls we were split up and put into teams and expected to know everything, support members were very impatient with newbies • Support members are rarely on the same page about information as each other • System is constantly slow and shuts down for a couple of hours at least every week, we are still expected to take calls when there is nothing we can do for the customer and can't see their accounts • When other departments (eg. Billing, moves) are busy, we are given their call flow even though we are not trained in anything they do • So much pressure to make sales that do not value customers and they have no need for them (eg. Selling a tablet to pensioners) • TSA's priorities and Telstra business rules are conflicting making it difficult to do the correct thing • They do not care about their customers or staff self development, only care about the whole centre stats (eg. Call was lost during conversation and agent was advised not to call back as the centre had too many outbound calls that day) • High turnover rate due to the pressure, workplace bullying and favouritism • HR do not follow up on bullying complaints even when multiple agents report it, the victims end up quitting before anything is done • Unless you are sucking up to management or have agents/team leaders willing to stick up for you, it is very difficult to feel secure in your job • Even the best agents in the centre are struggling to keep up with the expectation • They offer false hope, act like they are willing to help you but takes up to 2 months for anything to be submitted (eg. Full time to part time for family commitments) • They don't understand privacy, upon return to work from sick day, they require a med cert and formal meeting explaining why you had a sick day and sometimes ask for proof that you have contacted them about it • Team leaders are often staying late and coming in early up to 3 hours per day unpaid to finish all of their excess work otherwise they risk being demoted • Managers and team leader have meetings every hours and upskilling meetings every week, leaving maybe one authorised staff member on the floor to help out with difficult issues • Rotating roster is incompatible with a healthy work/life balance, often get put on shifts with 9pm finish and 7:30am start next day as well as having to be available 7:30am to 9pm everyday and they don't care about what you put down for availability • Worst company to work for!!!