Think twice before working here - Call Center Representative KGS Research Employee Review

Management is awful. The company relies heavily on short term metrics that don’t accurately reflect overall performance. While employees are expected to meet daily targets, decisions are often made based on the first couple of hours of a shift rather than evaluating productivity over time. I ultimately left because the system simply does not make sense. I was averaging around 10 survey completions per day over the past year, while the expectation is only 4 per shift. Despite this, if you have 0 completions within the first 2 hours, you receive a generic, copy-pasted message such as, “Here’s a script to help you get your first survey.” If management actually reviewed performance metrics properly, they would clearly see that I understand how to do the job. It is simply unnecessary and negative reinforcement—there’s no reason I should need coaching on something I’ve consistently exceeded expectations in. On top of that, if you have 0 survey completions within the first 3 hours, you are sent home or told to log out if working remotely, which directly cuts into both your scheduled hours and pay. This only happened to me twice, but even then, it was completely unreasonable. There is no consideration for overall performance—whether you completed 100 surveys in a week does not matter if you happen to have one bad day. Overall, the biggest issue is that consistent performance over time is not valued at all. Management focuses entirely on short term metrics, making the job unpredictable and frustrating, especially for employees who consistently exceed expectations. If you are looking for stable hours and fair treatment based on actual results, this is not the right place.