Did you know that the Amazon call center agents work from home? Or otherwise known as virtual call center agents. I know right, how cool is that? Well… like most things there’s the good and the bad.
We Flexer’s typically deal with the driver support also known as TOC. My experience with these folks has been pretty good. Your experience may vary and I have seen some horror stories. I once had to deal with a support agent that was really chatty and generally wasting my time. Usually they will solve the problem but I avoid calling unless absolutely necessary.
Amazon’s virtual call center agents aren’t paid very well. I think it’s something like $10 an hour. So don’t expect too much. It’s like going to Wal-Mart or a cheap restaurant, most people don’t expect top notch customer service at these places.
It’s not uncommon to hear kids, pets, TV’s, or music in the background while on the phone with support. They work from home so that’s not much of a surprise. For all we know they’re playing World of Warcraft while trying to solve driver’s on the road issues. Can’t blame them for that but a certain level of professionalism should be maintained.
Amazon’s hiring process is very relaxed. Which has it’s good and not so good qualities. This shows in all areas of Amazon from the Warehouse, to the drivers, and support is no exception.
In the end, if you’re having a bad experience with a support agent. Just hang up and call again. Repeat this until you find a competent agent. Usually this won’t be necessary. The majority of Amazon’s support agents are great. Just remember to take it easy on em and don’t expect the world.
There’s certain circumstances as a Flex driver where calling support is expected. This includes instances when you cannot find an address, when there’s no safe place to leave a package, when you need a package marked delivered manually, and others. It’s speculated that not calling support when expected has a negative impact on Flex drivers. Though there is of-course, nothing forcing us to call at all. That’s one of the joys of being an independent contractor. Use best judgement. My advice is play it safe, call support when you think you should.
Appreciate you! Be safe, Flex on. Thank you to all the good support agents out there! You are appreciated.
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