Pros
Id give a zero, just avoid theres nothing good about this job anymore.
Cons
Failure to deliver promises advertised when first joined. They expect you to work like a robot and constantly pressure you to speed up and give you only 1 min to wrap up your calls! The Call Quality markers dont know how to do there jobs as there constantly make far too many mistakes and mark calls based on there personal opinion on the call it is. Management dont have a clue whats going on especially the Team Leaders, they just make there own rubbish up as they go along. As an agent your job is manage multiple accounts from around over 70 different clients which is extremely hard. Managers talk all about about well being and support and falsify expectations of giving you that support! The reward system is terrible now moved to annual bonus as you can carry out all your objectives e.g KPI's but you are not guaranteed a bonus unless the company achieve its unrealistic target at the end of the financial year. Thrive sessions get advertised but they are hardly ever delivered you are lucky to get one a month! They expect you to be a counciller and come away from the job in being a debt collector. They will pull you up for disiplinaries even if you have not been given a set expectation to do something. Within a pandemic they may have got agents to WFH but they have taken advantage of this and taken away alot of the staff like bonuses and blamed it on the pandemic when seriously they are in a brilliant postion and suger coat and lie about them being effected when they havent compared to other businesses ! They refused staff last year furlough and made everyone WFH even if it was a huge struggle such as childcare etc. They asked me personally to come into work on the back of a negative covid19 test where i was contact with a family member. Repeatedly told 3 times to come in but only having to threaten the fact I will go to Leeds Council if they dont allow me to self isolate at the time to which it was overturned! Far too many changes in the business every week you will walk in to a new change. The communication is terrible they dont know how to communicate with agents effectively and dont get all the information before they give it out. Agents have to challenge managers for too much due to incompetence. Management right from the top have no idea how it is to do the role and are always putting fake smiles on and saying they are there to support colleagues when they clearly dont its all customer focussed where they are treated like Kings and Queens. They nit pick at any pathetic thing you do they monitor the hell out of you dont give you time to breath they dont even allow you to have the holidays you want unless you fight for them. Your constsntly having to chase what you want. Higher management believe that this is a just a basic call centre job but forget how incredibly difficult it is. They cant control there letter drops and are carelessly continually to overwork the staff which why so many have decide to resign with immediate effects. No care no courage no progression your a bum on a seat and sold alot of waffle until you decide enough is enough! I would never recommend a friend or a family member to work here its awful, it would be brilliant to see the number of staff who have left the business in recent months but that will never get shown as bad for there image which they care mostly about which is why they give compensation out to customers striaght away even if you complain of a wrong number or believe this account is not even theres an they complain. Theres no consistency the fraud dispute handling is awful they dont even investigste jack all they use the same info they already have and send it out in a letter you lucky to get new info from a client for the customer. Its all jus fabricated rubbish. You can appeal a disiplinary but never get your way even if your right and have evidence to prove it. The protection for managers and Team Leaders is so strong that agents the ones that bring in the money get treated like a piece of dump. They interrogate you when you mess up even the slighest mistake your straight questioned with toughness. There are far too many things wrong with this company which has lead to staff leaving quickly and in the big numbers! Stay away unless you wanna get stuck in a job that will mentally destroy you and all theyll tell you is we will support you but they dont its just a greedy company who like to see pound signs and not invest in there staff but take away there motivations and pile on more work. Inbound and dialler isnt the same every second of you is now rinsed out as your on blend which auto puts you in and out as long as your not in after call work which is 1 min btw. Dont fall for the Lowell trap you will regret it