Wasted potential - Anonymous employee Impact Call Centre Employee Review

Management don’t really know what’s going on so you can practically do what you want on calls as you train yourself anyway

Paid BELOW minimum wage. “Commision” to build your wage up to minimum wage is hillarious business strategy and it’s easy to see why staff are so eager to earn said “commission” to reach minimum wage. The only people who stay there are scared to get another job. Once you’re out of there you will never be treated this way again. Timed to have a wee. Told when you can wee or not if there’s a call waiting you will be scowled at or shouted at across the office by a bloke who sits on his backside for a few hours a day then sneaks off home.

LineManagers and Supervisors genuinely do care about you and will accommodate requests as often as they can. Have never personally had an annual leave request denied in my 4 years of service. Focus on internal promotion for progression opportunities. Weekend working available for those that need a day off in the week. Choice or office based or work from home options upon completion of training.

Impact has to act based on their clients policies, if you are assigned a client with good ethics and policies you will find this job enjoyable and rewarding. If you get one with poor ethics and policies, this job will be a nightmare. Sadly I am the latter. Pay is not good and is getting worse. We previously had just above minimum wage plus a performance based incentive scheme and extra for weekend working. We’re now technically on wages below minimum wage and our incentive/weekend bonus brings us up to the legal minimum (if you don’t meet the requirements for incentive they have to pay you the difference anyway). Incentive scheme is also still being advertised on new job listings which seems a little dishonest. Lots of micromanagement, particularly on productivity and turnover but also on finer, minuscule details. This is however also reflective of the clients and their values, some are more demanding/less reasonable than others While they always offer higher job roles internally first, these opportunities are very few and far between (have seen 2 promotions in my 4 years there). Feedback often goes unheard and is not acted upon, I’ve seen cases where multiple colleagues have raised concerns about an issue in the past and their concerns have been dismissed with excuses made. Job security is a major concern. Lots of redundancies being made recently due to clients taking their work elsewhere and there doesn’t seem to be any concern about getting more clients in to retain staff and seems to be more of a focus on lowering costs through methods such as changing the pay scheme for the workers. Work/life balance is tricky where you have 45 minutes break per day. Home working means you can get stuff done in your breaks but the 5:30pm finish and the expectation of weekend working can limit you even when you finish your shift Lateness is not understandably not tolerated but working overtime to compensate is not rewarded equally. For example you may be 3 minutes late to a shift and work 5 minutes late to make up for it but you may still be reprimanded for being late and won’t be paid extra for your time unless it runs over the 15 minute mark