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.
