You get made to feel like a number and not a person. There are widespread issues with agents not being able to book their holiday. Schedules are not updated far enough in advance to be able to reliably plan anything in your life without relying on being lucky enough to be able to book holiday. You will regularly be scheduled with a mix of early and late shifts throughout the week which leaves you finishing at 9pm and starting at 8am the next day. In the interview process I was informed that I would be working 1 in every 3 weekends whereas I get 1 in every 3 weekends off. The 2 scheduled days off I get each week are often split up which doesn't allow enough time to properly sit back and relax.
Favouritism is a massive problem throughout the centre. Agents get away with sitting around not doing any work because they're buddy-buddy with certain management staff.
New work streams are added without anybody being provided with the relevant training or even being made aware that it would happen. This leads to a lot of agents sitting around feeling helpless as there is not enough support around when you need it.
Back office teams are regularly made to take frontline phone calls as the management seem to be eager to sack as many people as they can, leaving the centre understaffed. The back office team are then told they they need to work faster as they get further and further behind with their own work.
Quite often I spend a lot of my time at work correcting other agents mistakes. I don't blame this on agents, I blame it on the fact that agents get no feedback on the work they are doing. In the 9-10 months the centre has been open I have received feedback from a TM once or twice and have only had 2-3 team meetings. The few times that I have seen agents being rewarded for work has either been through a random raffle or it has been based on who has done the most work in a certain period of time. Agents are never rewarded for the quality of their work.
Recently people have been expected to take calls whilst building work is happening inside the centre. It becomes incredibly difficult to listen to a customer when power tools are being used very loudly 15 meters away from you. It is shocking that people are expected to work in a call centre whilst power tools are being used.
