Was okay but there’s room for improvement - Customer Service Representative Fraud Specialist Firstsource Solutions Employee Review

Training is awful and rushed. You are in no way prepared for calls by the time that training is over. You just have to learn on the job. Team leaders seem to only care about our statistics as that’s what makes them look good, rather than our customer service or call quality so, y’know, our actual job… Headsets are awful. You’re constantly having to repeat yourself as the customer cannot hear you which is ridiculously frustrating. People are burnt out because there isn’t enough staff. It’s constant back to back calls. There’s no managers available when you need help - you’re just told to message the teams chat which people take ages to reply to so you’re leaving the caller on hold for a long time. Systems are outdated and crash a lot or take ages to load. Money wasted on pizza days won’t fix low staff morale - fixing the above does. There’s a reason why there is a huge turnover in staff, it’s a shame because the company has huge potential.