Was great, not so much now - Customer Service Sage Employee Review

I work in customer support and i loved it but the role has now turned in to a sales driven role, with targets, that if you dont hit you can be put on performance plans and threatened with 'further action' (actual quote from my manager'). There was a time when you could focus on the customers and take the time to resolve the call but now we actually get stated on our AHT and they wonder why first time resolution has gone out of the window!, most of my calls start with 'I phoned up earlier but iam still having an issue'. The boarding process for new customers is terrible, they are bombarded with set up e-mails, and most of the important ones which contain links produce error messages which confuse the customers driving up calls. The CRM system we use is awful, the customers account details are spread over 3 pages and all you do is click click click click just to find one piece of information, dont even get me started on the e-mail process! We now also take concierge calls, so we are now switchboard operators as well which is laughable. I keep hearing the mantra of 'We want Sage to be the one of the biggest tech companies in the world' but we are so far behind now and in my department its a waste of time reporting any issue because we dont have any developers working in this part of the business, when i raised the issue as to why i was told because in London the opportunities for those types of jobs is too great to retain staff, when i suggested we recruit from the North East and have them work in the Newcastle office, i was told, and i quote this, 'the talent in the North is not as strong as it is in the south'!! There are a lot of reviews on here talking about bullying which is something i have not witnessed but i can agree with the comments saying if the face fits, a secondment became available in my department for a second line support job and my manager pulled a colleague and told him to apply for it as he got a request from that teams manager that they wanted him!! I can also believe that people are being asked to leave positive reviews on here as well. I find it so frustrating that i spent time learning the product and processes and technical aspect of the job but i constantly see colleagues winning praise because they have generated sales leads (despite terrible conversion rates) or because they have great AHT/ACW stats, it seems actually resolving issues and advising customers correctly counts for nothing.