Pros
Calls themselves are less stressful than in other places. Nature of calls (Taking orders for continence/wound care goods) at least provides some kind of direct help to customers.
Cons
Small call centre team, insufficient to deal with volume of calls. Queues regularly stuck at 40+, difficult to manage when many calls are complex and can take several minutes to resolve. Management refuse to address the issue, instead putting unrealistic expectations on staff. Very inconsistent as to when KPIs are enforced. Will pressure individuals to meet a 90 call p/d KPI instead of taking a wider view of the centre's efficiency. Management also rosters in mandatory overtime on a regular basis - training is kept short as possible and pushed to non-working hours because of low staff on floor. Long queues also disadvantage customers, who are often waiting up to an hour to be served.