Absolutely bad management, no respect or appreciation for employees, basic hourly wage compare to amount of task and work, you work till very late hours overtime just to be able to get more bonus to make up the basic wage to the London living wage, no overtime was given which they then change to £25 if you stay behind and that's £25 no matter how many extra hours you overtime, you could be staying till past 10pm, no balance of life and work.
Emotionally blackmailed to staying behind, if not management will discriminate you and favouritism staffs. No induction training given, yet they punish you if you make mistakes by deducting your bonus. Pay is always wrong yet they lie and try to get away with it, no transparency in company procedures and many agents who became team leader was never payed correctly, getting even much less than agents, when they complain, management will find a excuse to get rid of you.
No company culture, no benefits, no proper HR, high staff turn over. No clear route of progression, no guidance and coaching and continuous training, yet they blame everything on team leaders and frontline agents, absolutely do not care and respect for employees or customers. This is truly modern day slavery at it's best, management don't give any regards to UK employment laws, bulling employees and the center manager who pretends to be nice to your face but always saying one thing to you and then another thing to another.
Customers are made to feel like they are incompetent , no customer service at all because no proper management regarding customer service experience, it's all about them making money for the business, and customers are made to do Google reviews, giving a good review, not honestly asking customers to be honest about the service so they can improve on customer service by providing training and coaching to employees. As you see from the Google reviews, how many upset customers gave bad reviews. So glad I left the place, this company reeks of unlawful doing, previous HR even took the previous director to court for bullying and won, several people have, but they don't care and learnt nothing, absolute arrogant and bullish behaviour from management.