Pluspunten
Good colleagues and a positive work environment, but poor decisions were made in selecting team leaders. While the team leaders I encountered had strong knowledge, they were not well suited for leadership roles.
Minpunten
Crazy workload and chaotic shift schedules, with little to no transparency. I worked at Teleperformance on the Temu project, and the working environment was extremely frustrating. A large number of users contact support only to ask for credits or coupons. When these requests are denied, many of them give 1-star ratings or DSATs. Temu provides little to no protection for customer service agents, so all the negative impact is pushed onto us. Many of Temu’s promotional activities are misleading, which directly leads to customer dissatisfaction and DSATs. Agents are then blamed for problems created by the company itself. While DSATs would be understandable if they came from customers with genuine issues, many instead come from users who abuse the system. There is no proper appeal process, no protection for agents, and no accountability from Temu. Temu is also highly unreasonable in terms of LOB handling. I was part of the promotion team, and my knowledge was limited strictly to promotional matters. However, agents are often unable to transfer chats to the appropriate LOB due to queue restrictions. Despite repeated attempts, I was frequently forced to handle logistics or payment issues without proper training or knowledge. The situation is made worse when other agents transfer unresolved cases to the promotion team without fully addressing the issue in their own LOB. Because only one transfer is allowed, we are then stuck handling issues outside our scope, with no option to redirect the case correctly. This system design puts agents in impossible situations and significantly increases the risk of DSATs. In addition, the incentives for achieving high CSAT scores are not proportional to the effort required. Agents are treated like production machines. High-performing agents are often assigned more chats and heavier workloads, while everyone receives the same pay. A single DSAT can significantly damage performance metrics, even after consistent hard work. Not only that, the salary itself is relatively low, especially considering the Jogja UMR. Despite this, employees are still required to pay daily parking fees while working for the company, which further reduces already limited take-home pay. Overall, the stress, unfair performance measurements, lack of employee protection, poor system design, and low compensation make the job demands completely disproportionate to the pay and incentives.
