This is a company that has plenty of benefits and seems to be fair to their employees. I truly enjoyed the option of working at home which cut the stress level of working in a very fast-paced environment. This often leads to dissatisfaction for both customer and employee. Transfers can also be relentless for the customers taking advantage of multiple services. This is a daily complaint and complicates the ideal of one-call resolution. There is a lack of expertise which makes customers feel they are not confident with the information or services they've been provided. More customer education about identity safety and privacy concerns must be done for that initiative to be more successful.Ĭapital One outsources aspects of the business to Southeast Asian countries and South America to my knowledge which can be inferiorating to even the most open-minded American customer.

These ideas have been ingrained into these customers for over 30 years. Their expectation to constantly push technology onto aging customers who prefer to do business by phone is inefficient without dispelling the old beliefs which have customers afraid to handle financial concerns over the Internet. moreĬapital One is a growing company which does not completely understand their customer base on the credit card side of things. That came as quite the shock! Now all that being said I will end off on a positive note, In many ways they treat their employees very well. In my case I was one day short of two weeks which effectively made me 'un rehireable'. When you resign you have to give at least two weeks notice. Which brings me to resigning from Capital One. The management is fairly typical, they are your friends until you give notice, then its all business. I developed close ties to my colleagues which is nice. Capital One is a VERY metrics driven company so pretty much everything you do is closely monitored. I believe you needed to achieve 72% which at first doesnt seem too bad but then you realize its based on random emailed polls sent to your customers and anything less then an 'excellent' score basically kills your NPS. Schedule adherence is very important (no big deal) but the NPS, Net Performance Score is really not a good system to judge your performance at work. The calls come in rapid fire with very little time to breath. Many of the customers I dealt with were fairly angry or confused and in several cases, drunk or self medicating. At first glance I thought this would be a fairly straight forward job but I quickly found out that it was anything but.

I worked as a Customer Service Co-ordinator taking incoming calls from customers. My shift was Monday to Friday from 1 - 10 pm. Ok so I worked for Capital One for a year before finally quitting mainly due to my shift.

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