Concentrix reviews

Where do I start? micromanaged where you do not need it. Managers nowhere to be seen when you do need them. The MASSIVE contradiction between meeting the perfomance stats to prove we are doing a good job - as opposed to actually doing the job. A culture wedded to the worship of bwewildering, Byzantine and ever-changing perfomance statistic KPI's. This goes against actually doing the job of delivering good customer service. Ever-changing and utterly inflexible customer validation rules which it is too easy to fall foul of. Too many clashing computer systems to stay on top of. Inability to get the holiday leave you apply for. (noted managers and team leaders get leave on demand?) The absurd situation where your annual leave hours are notional - they build and build and build yet it is a fight to get ONE day's leave! Is this down to under-recruitment and permanent staff shortages? More and more is being demanded and less and less is actually given in return. The current absurd situation is having to do essential training "in between calls" as well as admin such as checking off your own stats on the perfornmance hub - please explain how it is POSSIBLE to do this when customer calls are coming thick and fast? The possibly employment-law-infringing "bill to pay" that can cut our paid hours if it is deemed we are not actually working. (Note the union, the CWU, is challenging this in BT call centres) Being told i'm not "enaging with" the customers wnough or being "personal" enough. Coming home at the end of as shift feeling drained and listless and unable to focus on life outside work. Dreading to go in in the morning. coming up to another anniversay and realising I've had enough.

Senior Leadership are ill-equipped leaders that only are there to serve their own agendas. Everyone is severely underpaid for the workload and work type (from Agent to Operation Manager). The workload is constantly increased without any understanding that we aren't superhuman however the same expectations are upheld. Additionally, if we stopped focusing on short term and looked at the bigger picture and invested in our people then we may actually be successful. More coaching time, more personal development time, higher pay (as is rightly deserved), putting money into team building activities, and just the general standards of running a successful call centre. However with the current senior leadership this toxic culture will continue unless something changes. Additionally, due to the high turnover in staff the promotions into management positions over the past year (specifically 6 months) has been utterly appalling and clearly orchestrated and bias and for that, Concentrix should be ashamed as they have stifled real leadership potential. Additionally, it's important to note that most of the recent Glassdoor reviews over the past few months were orchestrated by Senior Leadership. High performing agents given off-phone time to complete these reviews... however we are repeatedly told off-phone time is limited?