Keep in mind that the following only reflects my experience in the contact centre and not the wider business:
- The hours are reasonable, however, staff are often pressured into working a lot of overtime and rarely show gratitude for staff working overtime.
- The job title and salary do not reflect the level and quality of work, which really damages your chances of finding work outside of the company. On top of customer service, members of staff like myself have to deal with complex issues, research, perform a lot of administration, handle complaints and have to educate ourselves with data that changes daily.
- Most of the management in the communications centre are not open to new ideas and ignore suggestions for improvement.
- Most of the contact centre management are unsupportive and on occasion, hostile.
- Annual leave is always a struggle to book, there is a requirement to book 4 weeks in advance (minimum), making it very difficult to maintain a healthy work/life balance.
- Will frequently block or delay members of staff from leaving the contact centre to other areas of the business.
- The QA team who monitor calls and outbound communications are inexperienced and will often make errors when grading a call or communication. Management in the contact centre are often unsupportive of this, making each wrong grading difficult to overturn. Which can affect your eligibility to receive bonus.
- I understand all companies have to be wary of abuse of sick leave, but this company have a very strict and often insensitive approach to sick leave.
- Unhealthily obsessed with time management. The way in which time management is monitored doesn't account for any additional work added to your role and daily tasks.
-Very high staff turnover. If you want to work a customer service role, you may want to look elsewhere.
