Wise reviews

Thank you for taking the time to write a review, we really appreciate it. We're pleased to hear that you're enjoying the benefits received at Wise as well as the people you work with. However, we're sorry to hear that you're not having a good experience in Wise, particularly when it comes to training and processes. The good news is that we currently have a project underway called TimeWise, to address some of the challenges you've raised around managing time off, thanks to feedback such as yours. We expect to see improvements in these areas over the coming months and we tackle some of the underlying issues. On KPIs, our goal is to help our customers as quickly as possible when they need assistance and setting KPIs helps ensure we’re able to meet this goal and identify gaps where we may need to invest in the future. Implementing KPIs aims to provide clear expectations and support, helping team members align their efforts with our overall goals. We believe that a well-structured performance management framework not only aids individual growth but also enhances teamwork and collaboration. These KPIs are designed to not be burdensome but to guide and support, paving the way for personal development and improved outcomes. For our QA team, these metrics are crucial in ensuring we consistently deliver top-notch service, ultimately enhancing our customers' experiences and mitigating risk. However, we're committed to refining these processes and welcome further discussion to ensure they serve everyone effectively. Regarding training, it would be helpful to understand more about your suggestion to run training with senior agents, to see if this is something we could consider if it's not in place already. If you are comfortable, we'd encourage you to reach out to your Lead or local People Advisor to discuss this further. Nicola

Hey - thanks so much for writing a review - we really appreciate it! Very glad to hear you're enjoying your time with us. Nicola