Don't care about employees or customers, only money
CUSTOMER SERVICE ADVISOR (Former Employee) – Warwick, Warwickshire – 13 January 2019
I can only speak for where I worked in Warwick, but whilst the managers we worked with day to day were nice people, they seemed bound by a system which cared little to nothing for the people or customers, only how many calls you could answer in a given time.
Average handling time is the only figure they care about, as long as you aren't actively failing calls or breaching data protection. They would rather have someone who scores middle to low on quality with super low average handling time than someone with outstanding quality times with a higher handling time.
They also tried to trick people into accepting "annualised hours" as a flexible deal, and promised we could come off of annualised hours whenever we liked, both of which were lies. You were stuck doing this, and even with medical proof that the hours were detrimental to my health, I was told my contract could not be amended. Apparently damage to your health is not a reason for a contract change.
You're expected to come in early, set up in your own time and only be paid for when you're actively taking calls. Taking more than 10 minutes away from your screen outside of scheduled breaks was reason for disciplinary.
Promises of progression were made but never delivered upon, maybe one or two people were offered progression in the time I was there, for others there was always a reason why you "weren't worthy", regardless of true ability.