Since joining the campaign at the beginning of February up until the day I resigned 3 months later I was unable to book a holiday, which I have to say is appalling, since it's not only illegal but also shows that the company doesn't care about its employees.
Three weeks long training that was provided by the company left us with around 40% knowledge about the product, services and processes of the role and we were promised that there would be an RTC (real-time chat support) for us to help us with all the queries we had. In reality, this RTC support is useless (as are the managers who are there to support you with the non-product related queries) and instead of answering your question they would simply ignore you for 7-8 minutes (whilst you have the customer on hold) or give you information that isn't answering your query at all.
Since this meant having customers on hold for quite a long time whilst trying to resolve the customers' issues, this would lower our performance statistics and make the customers very unhappy.
I had great performance statistics but that’s because I’ve spent time googling the answers to customer’s queries myself rather than relying on the RTC team and because I had great knowledge about computers before joining the campaign (I was working on a campaign for a telecom company and most queries customer had been IT related). This came back to bite me because managers and RTC kept ignoring me when I needed help since they knew other colleagues needed help more than me and they thought I would just simply make it on my own.
Long hours accompanied with the days off split off in a week (9 hours work shifts containing 1-hour break that is split into 2 breaks of 15 minutes and one 30 minutes lunch break = breaks are scheduled for the employees in advance and cannot be changed. You are not paid for this one-hour break that you have in a day, and you can’t request to have it removed).
The company is not acknowledging the time spent working overtime by the employees (even when employees submit this extra time in their timesheets = the managers simply change the timesheets back to 8 hours and then approve them) and when issuing payslips Teleperformance doesn't give the itemised pay statement that contains the information regarding the hours worked, nor the rate at which the employee is being paid (it was communicated to us that our rate increased is increased by 1.25 on public holidays).
