Contact Center Review.
Pros: free travel. living wage.
Cons: flexible router, inconsistent management, advisors don't feel cared about, lack of progression, poor bonus scheme, poor commission scheme, poor break facilities.
When you’re applying to the job you're likely to be happy for the chance to earn living wage, most likely you've been used to minimum. You may also like to take advantage of the free travel.
If this is all you want then you'll probably be very happy, but if you like progress and your ambitious you'll soon become unsatisfied.
There is little scope for progression, and if you do make a small promotion to a different 'belt' then there's likely to be minimal (if any) upgrade in pay. The best you can hope for is less time on calls to stop asking people to find there ticket number that should be right in front of their face before they continue to say "do you mean the journey reference?" when no, you really don't mean that, because in English, ticket number translates as ticket number not journey reference. That scenario has been occurring for many years but somehow the powers at be don’t seem to want to make it any easier for customers.
The management are inconsistent; some were brought in from outside the company and have never actually taken a call. What one manager thinks is a full refund, the other thinks is an apology and another will ask you what you think before agreeing with you because they really don't have a clue.
The company is strict, don't have your phone on you because you might be taking down bank details, however your pen and paper is fine because it’s impossible to take down notes with that. Make sure your smartly dressed for the customer that can't see you and try not to look like you’re enjoying the company of a collage.
This job is ideal for an insomniac, – more... Friday you might be on a 17:00 - 01:00 where you finish your shift an hour in to your rest day and don't worry they won’t force you to sleep because you can come back in nice and early on Sunday for a 07:00 - 15:00.
Once again, it’s great for a company to offer a living wage and other benefits. However they've really not thought any broader than that. Most applicants are young and living wage won't be enough forever, some day they will want to move out and maybe even start a family. There's absolutely no clear line of progression, and yearly pay rises will usually be %1 or %2 if you’re lucky. If you don't drive you'll be forced to get a taxi back after midnight which the company won't provide or pay for, you will spend your last hours work getting home.
This job is ideal for a Student or Graduate while they wait for something better, or for somebody who needs an extra 10 - 12k a year to support there working partner. Beyond that, I can't recommend. – less