support technique

human resources generalist

subject matter expert

office clerk

Fusion BPO Services

During My 27 months at Fusion BPO I was a contractor for 3 different contracts. A typical day at work consisted of a lot of on the spot thinking and problem solving as well as being able to take on a call with familiar and unfamiliar situations. I worked with online customer service this covered everything from credit card decline to account balance and credit evaluation issues for subscribers of home internet services and cell phones. Generally a day at work could be difficult and stressful or self satisfying. Some customers may call upset or irate which is one of the most difficult parts of the job, some people are unwilling to accept the resolution we could provide for their issue, which lead to further problems. Scheduling was often an issue as well, some days we were scheduled to work until 1:30am and have to be at work by 9:30am the next morning. Management were okay, they had very little authority because the main center was located in another city and did not often communicate which made it hard to get a personalized issue taken care of but were also innovative with incentives among other things. The things I enjoyed most about the job was receiving recognition, being paid bonus commission and friends and co-workers I met along the way. There are many people I have met during the time I worked for Fusion BPO a lot of them I became close to after working so long together. I learned several computer and problem handling skills while employed at Fusion BPO as well which greatly aided me in a lot of situations I was able to handle.

I was a Customer Care chat representative for the Grubhub (food delivery) campaign. If you are looking to work many hours, I would look elsewhere. Fusion hires a lot of employees regardless of skill and only gives a handful of hours. Employees get cut on the spot as soon as activity dips even if they are scheduled to work for longer, causing major rushes for the remaining employees to deal with. Performance does not matter from what I've seen, anyone is susceptible to this treatment. Admittedly, shift giveaways are very frequent, but getting "extra" shifts should not be to replace hours that are given in the first place.
Now the work itself is very easy and the tools provided are more than enough to help. The catch is, you are required to take 3 chats at a time and expected to solve each issue within 5 minutes with faulty/slow equipment (finding a working computer may be a struggle). These are unreasonable goals considering that you will have to call restaurants and drivers in the process. Each call at best can take 2 minutes so the third chat will inevitably not meet the required time frame. Not to mention that cutting employee hours only adds to the volume of chats. The pay is minimum wage and there is little to no incentive to perform well. The company neither values quality nor quantity. It just cheaps out on everything, causing a lot of stress for their employees and the customers they serve.
Overall, the job is easy and coworkers were very nice. However, beware the stressful environment and poor management.

A typical day is to be early for your shift so you can get logged in and set up in the system. You have to be responsible for knowing when your set brakes are and be sure to not go over. Once your logged into the system you are responsible for answering phone calls. You need to be precise with clients on what they are asking of you and listen to there needs and wants, your also responsible for meeting daily sales requirements, keeping your quality assurance level at a 98% rate, as well as watch your dead air time, hold time, and quality of service to customers.
I learned how to be direct, responsible, organized, on-time, watch my breaks, be consistent, fast paced with quality, prompt, multi-tasking, remember promotions, along with make sales.
Management isn't really all that friendly but the reasoning is because they are under a lot of stress to make sure the job gets done in a timely and functional manner. 
Co-workers are very friendly and helpful.
the hardest part of the job is making sales and sales and getting your own routine so that you can meet daily requirements of sales and quality assurance.
The most enjoyable part of the job is when your shift is over and you can take a breath and see what you have accomplished throughout the day. so seeing that you could meet daily goals that are put upon you.

Hopefully this review will reach them and at least they can contact me and solve this issue. 

Just like last year, I'm struggling to get my T4 and RL1 slips with this company. I don't work in this company anymore and I just need those slips of 15 days of work in 2018 to be able to do my obligation of filling my taxes. 

They are obligated to send those files until February 28th and until now I haven't received them and I'm unable to get any resolution from this company, even if I'm in contact with a good person and helpful Team Leader (who unfortunately is also being unable to get a resolution from the rest of the people. I try to call them, I send e-mails and no response/reach. 

I just ask Fusion BPO to deliver this slips to me, I can pick there, receive electronically or by mail. They should have delivered it until February 28th, today is March 6th and I haven't received yet. 

I only recommend working there if you are REALLY in a need (first job in Canada, hunger because of no money, risk of being homeless, etc.), because the amount of stress for a low-wage is insane, and I'm still getting stressed because of them even if I don't work there since Jan 2018. 

I'll update this review if I receive the slips.

I worked as a chat customer care rep for a food delivery company for a few months at Fusion. The equipment at the company is of poor quality (computers are slow, broken chairs, dirty desks). While the people I worked with were really nice, the company itself has very poor management skills. The company cares more about saving money than the wellbeing of its workers. As such, management cuts their workers hours as soon as they have the chance to (When there is a low chat volume) and may sometimes remove your shift entirely without notifying you. For one month while I was working there there was a really low volume of chats and was scheduled for about 15h a week even though I was supposed to work there full time. 
The company does not care about the quality of the work that is being done. Many competent workers were terminated while I worked there while other agents who did not perform as well were allowed to stay.
The tasks pertaining to the job I was doing were easy. I had to chat with a customer, identify his issue and resolve it. This being said, the job was stressful because I had to handle three customers at the same time (three chats at a time).
The company also has an extremely high turnover rate.

The job was simple, customer service.

However as you work more and more you realize that you’re just a slave basically. The job is easy if you are good with common sense and understand what you’re doing. Following a guideline makes it easy, but they change this guideline every week and there’s always something new to cause something bad. They change your schedule whenever they want without notice and they cut your hours without notice. Many people have made complaints to nom du travail due to unpaid hours that they weren’t paid but I believe they were stupid and didn’t realize they were paid correctly. Pay wasn’t fair for the work we did. It was a good job for students and a good part time job for extra cash. In the two years I been there I probably quit once but came right back cause they were always needing people. They laid everyone off tho mid this year. So that sucks. Maybe the new jobs they receive will be better. 

The people are nice
The management is strict
It’s a work environment
Capitalism it’s just how it works.

The amount of stress is incredible and you only get paid MINIMUM SALARY with no benefits (health insurance comes only after one year of working there). It is not worthy to stay there for too long. Management is terrible and there's no chance of advancement in position, it is a dead-end job. They will never give you performance reviews and you go there every day expecting the worse. Everyone on my team quit after a while and even our excellent manager got fired, because no matter how hard you work, they will never be happy and will always be looking for new people, mostly new-landed immigrants, to exploit.
They also cut your hours often and is very hard to work full time. It is excellent for students but not for someone who wants to have a full time stable job.
If you're desperate to work, I say that you can definitely work there for a while, but do not stay there long term or your health will deteriorate.

Working at Fusion has been quite the experience. The work itself is not hard for as an agent at Fusion I was assigned to the Grubhub campaign(American Food Delivery service.) My task included chatting online with 3 customers at a time and solving their issues at the same time. What made the job difficult is solving these customers issues and having to satisfy their wants and needs because most of the time when a customer complains about a missing food item and I would have to call the restaurant to inquire the restaurant would claim they delivered the item. I would not be allowed to take sides in this scenario so I would have to figure out a solution that makes them both happy. At the same time while I'm trying to figure out a solution to this scenario I have 2 other customers waiting on me. Also when a chat is finished you are immediately assigned a new chat that you would have to respond to immediately.

There's terrible management and favoritism in the company and unless you heavily flirt or gain the favor of management staff, you get penalized. 

The pay is not worth it. 

Administration is not organized and they blame the general population instead of the mistakes made by those in charge. 

They expect you to overwork and not help you properly in the process of adaptation. 

They don't follow their own protocol and you get penalized if you don't adapt to abusive behavior. 

You can see Superiors behaving in an unprofessional manner starting arguments and fights or blasting music while we must remain professional on the phone. They also openly laugh and mock people that ask for help or ask politely to help them or respect limits.... 

Complaining about administration or management will get you fired. Terrible ethics.

I worked as a fundraising agent for almost 6 months and the job is what you would expect a call centre job to be. The work was decent, though it was very much a sales environment and not everyone enjoys that, you know the work you're doing is important and that helps get you through all your asks. Your prospects know the importance in the work too so you don't get too many nasty responses. Fusion is very flexible with the schedules, and great for students, if you missed a shift you have the opportunity to make up the hours. The pay was fair, they don't have a great commission structure but that's because the money is suppose to be going to the non profits anyways. Good management, good environment, everyone was very friendly.

Top Job Titles	Average salary
Support technique 5 salaries reported	$18.00 per hour
Human resources generalist 2 salaries reported	$63,161 per year
Subject matter expert 1 salary reported	$87,500 per year
Office clerk 1 salary reported	$19.96 per hour

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