Pros
- If you get a good supervisor/manager, they will do their best by you as an employee - Great social events for staff - Christmas and summer parties - You get to work with a great range of people so usually your team is the thing that keeps you going through the day - Decent pay for your role and possibility of a consistent bonus every month.
Cons
- Getting a good supervisor/manager is extremely rare - Limit on how many children you can bring to summer party (unfair for those who have more than 3 children), the limit was rolled out to all staff with no proper explanation as to why - You can at times feel like a robot or a child being told when you can take a break (to the minute!) being reprimanded for being off the phone for more than 2 minutes after a call. - They say they value their customers but when you're actually in the call centre it is very much a quantity over quality approach - Promotions are definitely NOT given based on merit - From when I started in 2014 to when I left in 2016 the training team had been talking about changing the way they mark employees as one size doesn't fit all but this was never implemented. - There's even favouritism in call-marking! - There is a real 'us' and 'them' culture between departments in the call centre and those in the back office. - You are trained to never end a call no matter how abusive a customer is being to you. - Supervisors like to avoid taking escalated calls.