Concentrix Advisor II, Technical Support reviews

Employees are subjected to constant, minute-by-minute monitoring. Even stepping away from your desk for a restroom break results in an immediate ping from managers questioning your whereabouts. Leadership frequently introduces new procedures without proper training or logic, yet performance reviews are based on outdated work I was recently penalised for not following a new policy on a project that was completed months before the policy existed. To make matters worse, these new procedures are typically reversed or replaced with new ones within just a few weeks.

Unrealistic KPI targets set by clients, an example will be 88% csat targets for phone and 66.7% csat target for emails. High AHT or CPH targets. Will be enrolled in PIP right away if target is not met. Shift bidding or leave approval is highly dependent on mc rate. Only 2 sick leave per month, will not get KPI if exceed the limit for sick leave. Hostile workplace environment. No flexibility in terms of break time due to having to adhere to Aux status. Insufficient training during training phase to prepare agents for the job. Usually, agents learn from mistakes or during the job.