- Job advert initially said after 6 months it would go from £24K to £26K however upon month 5 we were informed that an assessment was required in order to reach the next pay bracket which was not communicated across during the recruitment process.
- CSAT's are counted against you despite the fact that the customer dislikes the company and product not necessary the service. It's almost impossible to have these removed from your name so you spend the whole month trying to get 18 10/10 CSAT's because anything lower will cause your performance to drop.
-Constant micro-managing from when you first log in to when you take your lunch. Lunches can change on Verint frequently so it must be refreshed and checked constantly in order to meet adherence.
-Holidays are extremely difficult to grab a hold of, some days you can book 4.5 hours off which isn't ideal when you're trying to plan a break away. First come first serve basis and holidays are only released so that 2-3 people per department can have the time off.
-Pushed to upsell and focus on create rate despite being a customer support/technical support job but they're called valuable conversations when in reality it's sales. If the customer's dislike the updates on the current software they're on, it's extremely unlikely they'll want to buy another product from you. It's common sense.
-Average call handle target is 14-15 minutes, so if you get a customer who has called back and fobbed off by other agents just so they can meet their target, you could be stuck between getting your average call handling lower or wanting to actually help the customer. Regardless you're screwed whatever you do.
- Extremely high turn over, three people in my team left within 12 months. Yet management seems to be surprised why people are leaving despite giving them free breakfast and maybe a free meal.
