They pay the bonuses only once per three months (quarterly)
The salaries are just as high (or as low) as get the same positions in similar companies. They don't give you any extras as long as they really don't have to. If they give a bonus then only until then until it doesn't turn out to be increasing your salary significantly. If that happens they change the bonus scheme or cap the bonuses.
In their customer service they used to have a very good bonus scheme, where the agents had to do 8 instances per hour (and still have to do) and for every extra instance they have got extra BGN 2. However, this has been decreased to BGN 1 per instance a while ago and then when even that didn't seem to be enough, they completely removed the quantity bonuses and introduced so called NPS (Net Promoter Score) system and FCR (First Contact Resolution) KPI (Key Performance Indicator) plus quality KPI of course. If you meet all three KPIs, you get 20% on the top of your salary and it is capped. How ever, if you fail just one of them, you don't get neither any bonus nor any home office.
NPS is the KPI which people fail most frequently as the customers are rating the company, not the agent. It's very tricky, because the scale is from 0 to 10. Positive are scores 10 and 9, neutral 8 and 7 and negative 6 and less.
However this company is about processing transactions which very often fail and the customers most of the time contact us only if they have a problem, so logically the NPS is going to be very low even negative! The NPS comments are very often unfair and very confused and the customers from conservative countries like Germany, think that if they give a score 6 it's very good, but in fact it's already negative. The bosses are advocating the NPS and they say that if somebody gives you wrongly a negative NPS, the next time somebody maybe gives you wrongly a positive NPS - that is of course extremely rare.
NPS discrimination - there are different languages supported by the company and agents supporting languages such as Portuguese get always insanely high NPS scores as the Portuguese culture is very polite. The English agent fail their NPS scores nearly every month.
FCR is another KPI which is making sure you send as few emails to the same customer as possible. However in many cases, the customer have a problem with the language or is sending the wrong answers over and over and we have to keep sending new emails.
Quality assessment. They tend to overlook when you go an extra mile or score it with a negligibly higher score, however, if you make a mistake, they score you very low without any excuse. They score for things that are of no any value to the customer.
Another negative is that if you are a customer service agent, you don't have your own desk. Every day when you come to work, you have to look for a place to sit. I have already seen that a colleague came to work and he had to return home because there was no desk available in the office.
The other problem is how they decide when you go for a break. Mangers basically decide for you when you go for lunch and when you eat, you basically eat alone or with people that you don't know. The managers, of course, always eat together.
Promotion is very tough here, because it depends on the KPIs and on how good is your friendship with your bosses. It doesn't depend on your personality and skills. Quality people often leave this company and go to work somewhere else.
No added value - this is perhaps the main problem. This company is about making a gambling or betting transaction. It has no added value for an employee who doesn't like gambling or betting. Once you know how it works, you are not going to recommend the products of this company to your family members or to your friends because the company doesn't guarantee that the transaction is going to be successful. If you tell to an ordinary person about your job, most of them will not understand what is the purpose of your job. You're basically just selling your time to this company. It's a very uninteresting and boring job.
The HR is very mysterious and they very often reject qualified people with experience in the industry. So don't set your expectations too high here. You must be "lucky" to be accepted here.
Food in Capital fort is very expensive and the portions are small. Good restaurants are on the other side of Carigradsko Shose and you spend a lot of time to get there.
They don't have enough toilets for such a large office.
