Pros
Hybrid Colleagues Training courses on percipio
Cons
Extremely rigid KPI and adherence system Breaks and lunch must be taken to the exact minute — being even 1 minute early or late counts as non-adherence Heavy reliance on time-based metrics (e.g. very low average handling time targets), sometimes conflicting with good customer service. Can only spend 6.5 mins on a ticket. Going over will take you over your average handling time and can lead to a pip. Customer satisfaction is less important than staff stats and kpi's. Very limited flexibility or discretion The constant monitoring and strict enforcement led to severe anxiety for me over time Overall: This is a highly metric-driven IT helpdesk where performance is monitored very closely. While some people may be comfortable working under strict, minute-by-minute adherence rules, I personally found that the rigidity of the KPIs and the pressure to meet conflicting targets resulted in significant stress and severe anxiety. A more balanced and flexible approach to performance management would greatly improve the employee experience.