KPI to get monthly bonus in the hands of customers makes 0 sense. If they are unhappy about the resolution (that you give according to policy) they will give you 1 out of 5 and your VOC will drop drastically.
You are told to start at 8 and go online, but when it's time to log off you have to do it 2 minutes after your log off time because "we have to wait for the queue to be clear". Imagine an incoming call that comes in those 2 minutes and you're on the phone for half an hour. That means if you had something else to do, like living the rest of your life, you're late, you can't.
You can't take your 10 minutes personal time in the last hour of your shift for some unspecified reason, the breaks are tightly scheduled which for a job based on incoming calls is unthinkable. If your break is at 10 am, and you receive a call at 9.58 you have to wait for the call to end before taking your 15 minutes anyway. So what's the point of scheduling them?
Sometimes between 2 breaks there are 3.5/4 hours on an 8-hour shift.
To progress in your career you have to stay in the same role for at least one year. Other factor for promotion is if you constantly get the bonus by reaching KPI. So if you're good on calls, you will be promoted off the calls.
