Advanced Call Center Technologies

Advanced Call Center Technologies

Posted in the Gray Forum

First Prev
of 2
Next Last
Information

Murfreesboro, TN

#1 Jun 9, 2010
From ABC News, a man from Texas has won 1.5 million from a lawsuit against a collection agency who was harassing him relentlessly. While collection agency groups often defend the actions of its members, and claim these attacks are rare, it’s happening more and more.

Those of us who deal with collection agency complaints from consumers know that this type of abuse happens a lot. Debtors however are learning through education that they can fight back against abuse.

This man’s lawsuit proves that you should never take financial bullying from anyone. Watch the video below.

Lawyers for Allen Jones, of Lewisville, Texas, say he was subjected to harassing phone calls from Advanced Call Center Technologies. Employees, lawyers said, used the n-word and the f-word and made racially-charged remarks about Jones, who is black.

In one voicemail message, a collector suggested that Jones “go pick some m*****f****** cotton fields,” according to recordings provided by Jones’ lawyers.

“It got out of control,” Jones, 26, said.“It was horrific.”

Dean Siotos, a lawyer for Advanced Call Center Technologies, called the language in the voicemails “indefensible” and said that the calls allegedly placed by ACT employees “must have been in some sort of personal attack unrelated to the business.”

“It’s not in any way, shape or form consistent with the way ACT’s collection deparment attempted to collect debts,” he said.
Jon Brynne

Houston, TX

#2 Aug 11, 2010
Obviously, this lawyer has never visited the ACT call center in Johnson City TN. The call center is over run with teenagers and young adults under the age of 25. The majority of them use drugs and drink in the parking lot during their breaks regularly. The company get's paid by the people they are hired to collect for. Bank of America for example, pays ACT so much per person at a desk, per hour, per day. ACT receives around $18-20.00 per person and only pay the employees $8.00 per hour. The company could care less about what the employees do or say as long as they are sitting at their desks earning ACT money. The place is a hot mess.
Information

Murfreesboro, TN

#3 Aug 12, 2010
Jon Brynne wrote:
Obviously, this lawyer has never visited the ACT call center in Johnson City TN. The call center is over run with teenagers and young adults under the age of 25. The majority of them use drugs and drink in the parking lot during their breaks regularly. The company get's paid by the people they are hired to collect for. Bank of America for example, pays ACT so much per person at a desk, per hour, per day. ACT receives around $18-20.00 per person and only pay the employees $8.00 per hour. The company could care less about what the employees do or say as long as they are sitting at their desks earning ACT money. The place is a hot mess.
I have to say I totally agree.....ACT is not paid by the persons ability but by the hours they have logged into the phone. That is why it is so important that people sit in the sets and the managers walk the floor like drill sargents to keep them there with in hopes they get a monthly bonus. Ha Ha thats a joke to... used to be you could pay quality out and split your bonus with them and you get it every month. The place is a laughing joke to work at.

Since: Aug 10

Location hidden

#4 Aug 15, 2010
"Information" is correct.
ACT does not respect its employees but treats them as if they were children who had to be chased after every minute.
The whole environment is geared to performance and if an employee does not manage to perform pressure is put on by immediate supervisors and from higher up as if they were naughty children with an overbearing parent who didn't care.
Performance means getting a payment from somebody who owes money no matter what. No matter what is regardless of whatever circumstances a person might be in, even if you believe them you cannot cut them slack because you will be treated badly by your boss.

So it is no surprise that the attitude of do it or else is passed on to the people being called.

Since: Aug 10

Location hidden

#5 Aug 24, 2010
Has anybody been called by debt collectors and asked to speak with a supervisor?

Here is what happens at ACT:
Whoever is on the call will put the phone on mute, then call out for a takeover.
Anybody who is free should come and take over the call. It isn't going to be a supervisor, it's just another minion.

No principles, but lies and misleading. That is the name of the game.
gray TN

Sparta, TN

#6 Sep 28, 2010
Information wrote:
<quoted text>
I have to say I totally agree.....ACT is not paid by the persons ability but by the hours they have logged into the phone. That is why it is so important that people sit in the sets and the managers walk the floor like drill sargents to keep them there with in hopes they get a monthly bonus. Ha Ha thats a joke to... used to be you could pay quality out and split your bonus with them and you get it every month. The place is a laughing joke to work at.
Now, ACT has their agents turning the recorders off, so theres not as much proof, I have even heard the supervisors, and managers, say bad things on the phones to customers as well, my boss would always tell me, that the other supervisors and I better get our teams going, no matter what it takes, because we have to pay his kids college funds. Actually on the collections side, ACT was getting about $75.00 an agent, and only paying them $8.00 an hr, and the cash incentives were a joke, the managers and supervisors would pocket half of it, and then was wrote off as misc. fees to BOA..I worked for ACT for 4 yrs, dont hold BOA responsible for ACT's mistakes. BOA was always good to me, and now have lots of payment plans, and other things, to help customers that qualify and truely have a hardship..we all make mistakes and this was BOA's. Rumor has it, that ACT is going to file Bankruptcy, which is funny because that would make them no better than the debtors they are calling,right?? haha and try to open under a new name, so watch out for those country accents!! Who gets to be the lucky collector to call them????
act employee

Johnson City, TN

#7 Nov 13, 2010
i have worked for ACT in jc, tn for more than five years, and some of what is stated here is exaggerated. I have never heard a collection agent speak to any customer as the man in the law suit in harlingen,tx. I do not do drugs , i work daily, do my job, and dont have any problems. Any workplace has "bad apples" and any company makes money from the work the employee does, thats called business. the managers and ceos obviously are gonna make a profit or there would be no point of business! ACT is a good company and does properly handles clients accounts. i had customers that called me every month to make their payments,because they were respected and treated fairly; they refused to speak to another agent. So before all of you, exaggerate the circumstances to the public, make sure you have your facts strait. Most of the employees are here to make a living, granted management does need an overhaul in relation to agent incentives and appreciation, but thats in any workplace. let the chips fall where they may, as harlingen tx was only a part time collection source, and that one agent does NOT reflect on all employees within ACT. I done my best to keep clients and customers information secure and process information correctly. One has a right to voice oppinion but i would appreciate specifics.

Since: Aug 10

Location hidden

#8 Nov 16, 2010
act employee wrote:
i have worked for ACT in jc,.... etc.
I worked for ACT also, until I got tired of the duplicitous way in which we were being encouraged to talk and solicit payments etc.

I defy you to raise any questions about my comments because they are all accurate.
ait

Rio Grande City, TX

#9 Dec 10, 2010
I worked twice for ACT in HARLINGEN,TX. Police would go and pick up employess everyday who had warrants or that would fight inside and ouside the call center. Many of them would be arrested for posation of illegal drugs, most of them being supervisors, ad within a few months or years that they have been release from jail they will still have there postion.!!! act would turn off the cameras from the call center so boa wont see anything. when we would have visitors they will as everyone to be at there best or whoever needed the day off to get the day off.
Edward

Memphis, TN

#10 Jan 2, 2011
I too am a former employee of ACT, in Johnson City (actually Grays, Tennessee). I was an agent on credit card collections.

Although I was asked to give permission for drug test, background check, etc., which is not unusual, I was given a very brief 10 minute interview after some small tests to do with computer abilities, and then I started work the next day. So there was no chance I could have a background check done, and I never had a drug test.

I had some training which was hurried but deep. I was set to work on the phones dealing with people who had credit card debts that were in recovery but I was still unsure about the options I was supposed to use. But my fellow agents usually responded very well to questions.

The customers might have been genuinely in difficulties or just trying to work a number on the debt collectors but we were encouraged to treat them all the same and always push for some kind of payment. At the same time the number of calls we had were recorded automatically. If we did not meet the targets it was not good for us.

I was "spoken to" several times by supervisors about my performance, but they had no interest in trying to understand my lack of training versus the ability to talk to people on the phone (I have a lot of experience on phone work and was always civil to people I talked with).

Each day was the same. We would arrive and log on to the computer. Our log on first was to record our clock in time. On the first shift that was easy. We would then clock out at lunch and for an hour. When we got back was the first problem. Because by that time the second shift had arrived and mostly was using the computers we had been using in the morning. So we could not just lock the computer and then unlock to clock in, we had to look for a free computer. Sometimes it was easy, sometimes it was real difficult because there were so many agents working. None of the supervisors were bothered to help us get on to a computer, we had to look ourselves, and often by the time we found one we were another 15 minutes after we had finished our break. So when we clocked in we were 15 minutes late. Each time we had to get the supervisor to adjust our time, and each time we had to give a long explanation even though it was normal and they had never given us any help.

The final straw came when I had to collect my child from after school care. ACT and my supervisor knew that I was a single parent but often gave me shit because I had to get home in time for my child and therefore could not work overtime. It would have been less of a problem for everybody if they had given me 24 hours notice but often I was asked to work until 8pm that same night and it was already 3pm. I was about to leave in an hours time and they wanted me to work another four hours?!!!! With an infant child?!?!?!

I had enough of it and resigned with a letter that explained my circumstances. I handed it in to the receptionist, and at the same time I handed in my headset. She signed a form acknowledging that I had handed it in so that I would not have to pay for it.

About a week later I received a letter from ACT HQ telling me that I had abandoned my job and was therefore being fired and was going to have my pay reduced for the cost of the headset.

I took time off of my new job (at a local school) to drive 30 miles to the ACT office and talk to the HR dept and showed them my receipt for my headset. They agreed that they would give me a severance letter which canceled the first one and also acknowledge receipt of the headset. I stood firm and insisted they give me one at the time I was there. After a short discussion they did that.

The supervisors were only interested in meeting targets. Not in the people. The receptionist was not interested in doing her job but managed to do exactly what she should NOT have done. It took a lot of work to get.

ACT is a bad place with no ethics or regard for employees or customers.
Edward

Memphis, TN

#11 Jan 2, 2011
reference my post just a few minutes ago, I live in Union City Tennessee, i do not know how this thing says I live in Trenton. I don't live in Bristol TN any more.
Edward

Memphis, TN

#12 Jan 2, 2011
I too am a former employee of ACT, in Johnson City (actually Gray, Tennessee). I was an agent on credit card collections.
Although I was asked to give permission for drug test, background check, etc., which is not unusual, I was given a very brief 10 minute interview after some small tests to do with computer abilities, and then I started work the next day. So there was no chance I could have a background check done, and I never had a drug test.
I had some training which was hurried but deep. I was set to work on the phones dealing with people who had credit card debts that were in recovery but I was still unsure about the options I was supposed to use. But my fellow agents usually responded very well to questions.
The customers might have been genuinely in difficulties or just trying to work a number on the debt collectors but we were encouraged to treat them all the same and always push for some kind of payment. At the same time the number of calls we had were recorded automatically. If we did not meet the targets it was not good for us.
I was "spoken to" several times by supervisors about my performance, but they had no interest in trying to understand my lack of training versus the ability to talk to people on the phone (I have a lot of experience on phone work and was always civil to people I talked with).
Each day was the same. We would arrive and log on to the computer. Our log on first was to record our clock in time. On the first shift that was easy. We would then clock out at lunch and for an hour. When we got back was the first problem. Because by that time the second shift had arrived and mostly was using the computers we had been using in the morning. So we could not just lock the computer and then unlock to clock in, we had to look for a free computer. Sometimes it was easy, sometimes it was real difficult because there were so many agents working. None of the supervisors were bothered to help us get on to a computer, we had to look ourselves, and often by the time we found one we were another 15 minutes after we had finished our break. So when we clocked in we were 15 minutes late. Each time we had to get the supervisor to adjust our time, and each time we had to give a long explanation even though it was normal and they had never given us any help.
The final straw came when I had to collect my child from after school care. ACT and my supervisor knew that I was a single parent but often gave me shit because I had to get home in time for my child and therefore could not work overtime. It would have been less of a problem for everybody if they had given me 24 hours notice but often I was asked to work until 8pm that same night and it was already 3pm. I was about to leave in an hours time and they wanted me to work another four hours?!!!! With an infant child?!?!?!
I had enough of it and resigned with a letter that explained my circumstances. I handed it in to the receptionist, and at the same time I handed in my headset. She signed a form acknowledging that I had handed it in so that I would not have to pay for it.
About a week later I received a letter from ACT HQ telling me that I had abandoned my job and was therefore being fired and was going to have my pay reduced for the cost of the headset.
I took time off of my new job (at a local school) to drive 30 miles from Bristol TN to the ACT office and talk to the HR dept and showed them my receipt for my headset. They agreed that they would give me a severance letter which canceled the first one and also acknowledge receipt of the headset. I stood firm and insisted they give me one at the time I was there. After a short discussion they did that.
The supervisors were only interested in meeting targets. Not in the people. The receptionist was not interested in doing her job but managed to do exactly what she should NOT have done. It took a lot of work to get.
ACT is a bad place with no ethics or regard for employees or customers.
I now live in Union City TN.
Edward

Memphis, TN

#13 Jan 2, 2011
I too am a former employee of ACT, in Johnson City (actually Gray, Tennessee). I was an agent on credit card collections.
Although I was asked to give permission for drug test, background check, etc., which is not unusual, I was given a very brief 10 minute interview after some small tests to do with computer abilities, and then I started work the next day. So there was no chance I could have a background check done, and I never had a drug test.
I had some training which was hurried but deep. I was set to work on the phones dealing with people who had credit card debts that were in recovery but I was still unsure about the options I was supposed to use. But my fellow agents usually responded very well to questions.
The customers might have been genuinely in difficulties or just trying to work a number on the debt collectors but we were encouraged to treat them all the same and always push for some kind of payment. At the same time the number of calls we had were recorded automatically. If we did not meet the targets it was not good for us.
I was "spoken to" several times by supervisors about my performance, but they had no interest in trying to understand my lack of training versus the ability to talk to people on the phone (I have a lot of experience on phone work and was always civil to people I talked with).
Each day was the same. We would arrive and log on to the computer. Our log on first was to record our clock in time. On the first shift that was easy. We would then clock out at lunch and for an hour. When we got back was the first problem. Because by that time the second shift had arrived and mostly was using the computers we had been using in the morning. So we could not just lock the computer and then unlock to clock in, we had to look for a free computer. Sometimes it was easy, sometimes it was real difficult because there were so many agents working. None of the supervisors were bothered to help us get on to a computer, we had to look ourselves, and often by the time we found one we were another 15 minutes after we had finished our break. So when we clocked in we were 15 minutes late. Each time we had to get the supervisor to adjust our time, and each time we had to give a long explanation even though it was normal and they had never given us any help.
The final straw came when I had to collect my child from after school care. ACT and my supervisor knew that I was a single parent but often gave me shit because I had to get home in time for my child and therefore could not work overtime. It would have been less of a problem for everybody if they had given me 24 hours notice but often I was asked to work until 8pm that same night and it was already 3pm. I was about to leave in an hours time and they wanted me to work another four hours?!!!! With an infant child?!?!?!
I had enough of it and resigned with a letter that explained my circumstances. I handed it in to the receptionist, and at the same time I handed in my headset. She signed a form acknowledging that I had handed it in so that I would not have to pay for it.
About a week later I received a letter from ACT HQ telling me that I had abandoned my job and was therefore being fired and was going to have my pay reduced for the cost of the headset.
I took time off of my new job (at a local school) to drive 30 miles from Bristol TN to the ACT office and talk to the HR dept and showed them my receipt for my headset. They agreed that they would give me a severance letter which canceled the first one and also acknowledge receipt of the headset. I stood firm and insisted they give me one at the time I was there. After a short discussion they did that.
The supervisors were interested in targets not in people. The receptionist was not interested in doing her job but did exactly what she should NOT have done. It took a lot of work to get it fixed.
ACT is a bad place with no ethics or regard for employees or customers.
I now live in Union City TN, not Trenton TN, WTF???
rob

Austin, TX

#14 Feb 6, 2011
any one know.... jenny croucher
Need to know

Nashville, TN

#15 Dec 8, 2011
A friend of mine worked there and I need to reach him. How do I find out if he still works there?
Guess Who

Johnson City, TN

#16 Mar 22, 2012
If anyone believes that there is drug abuse occuring at ACT, just notify security or human resourses.It is possible to violate laws at any company that observes reasonable privacy rights.( example:If people are getting away with illegal acts it is because ACT is NOT a concentration camp.)Employees are not spied on.Cameras are in place for protection.So,you see illegal activity?Report it.We all want to have a safe pleasant work environment.
Icanseehisunderw ear

Johnson City, TN

#17 Mar 22, 2012
ENFORCE THE DRESSCODE!!!!! No more butts showing,blue and pink hair,satanic tatoos and shredded trousers.People who dress nice usually act more civilized.
LOL

Johnson City, TN

#18 Apr 1, 2012
Drugs!!! Let's talk I saw on Court Documents on one in management got arrested and jail time for domestic abuse! Ok! Let's talk about employee's!!! Come on!!!!
LOL

Johnson City, TN

#19 Apr 1, 2012
And FYI...ACT stood behind him!!
wow

Johnson City, TN

#20 Apr 9, 2012
i worked there for 3 years and one of the managers offered me some lowertabs to suck him off. i refused and told hr then i got fired a month later

Tell me when this thread is updated:

Subscribe Now Add to my Tracker
First Prev
of 2
Next Last

Add your comments below

Characters left: 4000

Please note by submitting this form you acknowledge that you have read the Terms of Service and the comment you are posting is in compliance with such terms. Be polite. Inappropriate posts may be removed by the moderator. Send us your feedback.

Gray Discussions

Title Updated Last By Comments
Bays Mtn. 25 min concerned chic 3
Grindstaff Automotive Group (Sep '10) 1 hr Too funny 37
Wetlands Water Park is a Big Ripoff (Jun '11) 1 hr Meathead 62
The "home team" thugs 3 hr Don 4
Who's locked up right now in Blountville Jail 4 hr Fite Station 5
Anybody know who sings this song? 6 hr Groovy Tye 10
Clean Sweep Construction (Apr '16) 6 hr Disappointed 20

Gray Jobs

More from around the web

Personal Finance

Gray Mortgages