Pros
Met some great people on my team and some team leaders are lovely. You get some sort of community spirit in the contact centre. Benefits and salary are good for the job. Premier Telephony tends to be quiet for a phone job usually. It is not constant calls like Retail. Some career opportunities if you try. Company is trying to change and respect customer service over profit.
Cons
Targets to promote digital options to 90 year old ladies. No communication between departments so letters end up getting sent out to customers about something and we do not know about it and sound thick when customers call to query it. Debit Card Fraud based in India - fraud should always be UK based. Some important telephony departments closing at 5pm which is unhelpful at 10pm. Branch telling customers to call when they can deal with an issue. Too much emphasis on statistics like call times and hold times. Senior management make decisions that the little people like us on the front line have to deal with.