Firstsource Solutions Reviews | Glassdoor.co.uk

Firstsource Solutions Reviews

Updated 26 May 2018
694 reviews

Filter

Filter

Full-timePart-time

2.8
StarStarStarStarStar
Rating TrendsRating Trends
Recommend to a friend
Approve of CEO
Firstsource Solutions CEO & Managing Director Rajesh Subramaniam
Rajesh Subramaniam
285 Ratings

694 Employee Reviews

Sort: PopularRatingDate

Pros
  • Good work environment and culture - people centric (in 53 reviews)

  • Firstsource builds a great work culture for the employees, work life balance is good which encourages employees to give their best" (in 12 reviews)

Cons
  • Team leaders never fulfil requests (in 21 reviews)

  • No work life balance because of the split shift from so many months now (in 10 reviews)

More Pros and Cons

  1. "New Job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Care Advisor in Warrington, North West England, England
    Current Employee - Customer Care Advisor in Warrington, North West England, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Firstsource Solutions full-time (Less than a year)

    Pros

    I have fully enjoyed the learning process, and gained knowledge from an excellent development sepcialist

    Cons

    There are no cons i can think of

    Advice to Management

    Keep being fab!


  2. "It’s ok but could be better"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Firstsource Solutions full-time (More than a year)

    Pros

    The people are really nice, I’m still in touch with sone people I have befriended who sadly left the company
    Pay is good and they do help out when things do get tough and their very understanding when it comes to difficult situations in your life, a few people I know have passed away while I was working and they have been very helpful
    Annual leave is good
    Work is a bit easy to pick up

    We do get the occasional fun activities like charity football, free food, snacks
    You do get bonuses for sales which gives you a bit of extra money

    Get vouchers, nights out if your team did very well or just the agent, we even have an NPS club for agents that do really well
    Good starting point for people looking to get work experience

    Cons

    Ok, one thing is it seems that half the time when your looking for assistance on the floor Jedis and managers seem to disappear if you get a tricky call

    Ops can get a bit annoying, especially if you are trying to progress or go for another job opportunity within the building or a different department, I’ve tried applying for a few posts within the company before, you either do not get a reply, get a letter that is given to you DURING your shift while on a call that says unfortunately you have been unsuccessful or you will get a reply but once Ops is asked about it, they change their mind and say they are no longer looking for internal applicants for other jobs and are looking for external applicants which is not mentioned on the application form on the website at all which not only wastes our time but some people may find that being misleading and it does sound a bit illegal for a company to not be stating clearly for some posts if their looking for internal and external but they don’t note if it is either or both

    They do focus a bit much on stats and sometimes it feels like your a robot because they expect you to finish one call in a few minutes and then get stuck in to another call straight after
    Your given different pieces of information too, information you get from one department or agent can vary so it is tricky to know which information is true even with training

    Hours are ok but can be long you don’t get bank holidays and sometimes there are changes made that they expect you to pick up on straight away some of the training sessions are awful, they don’t give you enough time to take the information in

    Advice to Management

    Treat your employees with respect, we’re not robots and if your looking for people in other departments to apply make it clear if internal applicants can apply for the job or not! It wastes your employees time and please do not give rejection letters to agents while their on the phones
    Also sort out your training, some of the training is fine but others seem to just be rushed, a training session that seems like it needs a few hours is being rushed to get complete in nearly half that time
    But other than that the company is good in some points

  3. "N/a"

    StarStarStarStarStar
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend

    I have been working at Firstsource Solutions full-time

    Pros

    Good benefits package including healthcare

    Cons

    Treatment and disregard/ acknowledgment of work

    Advice to Management

    Management say they value people but it’s not evident


  4. Helpful (1)

    "If your face fits"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    Former Employee - Manager in Warrington, North West England, England
    Former Employee - Manager in Warrington, North West England, England
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Firstsource Solutions full-time

    Pros

    Free Sky, decent bonus (when they get it right), some good people

    Cons

    Inconsistent management - say one thing and then do the opposite. Inconsistent in the disciplinary processes & performance management.
    Acceptable for others to tell tale on you - like being back at school.

    Advice to Management

    Get some decent management and not “yes” people


  5. "Disgusting"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Firstsource Solutions full-time

    Pros

    There are some really decent people who are unfortunately stuck working here.

    Cons

    Anyone above senipr executive level have only self preservation in mind. India owned company so only concerned with profits. Redundancies take place on an annual basis. Corruption widespread.

    Advice to Management

    Stop taking advice and direction from India, concentrate on the geos that are pulling in your revenue.


  6. "Customers service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Firstsource Solutions full-time

    Pros

    Really good team to work with

    Cons

    None I can think off


  7. Helpful (1)

    "Rubbish managers"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Sales Advisor in Derby, England
    Former Employee - Customer Sales Advisor in Derby, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Firstsource Solutions full-time (More than a year)

    Pros

    Good pay and free sky package

    Cons

    You would expect a manager to manage the team by support. Managers make up own rules to boost thier ego and more likely to put you into investigation rather then talking to you beforhand.

    Advice to Management

    Support and grow your team, threats dont work, just look at the amount of good hard working agents you lose every month

  8. Helpful (1)

    "customer service advisor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Cardiff, Wales
    Former Employee - Customer Service Advisor in Cardiff, Wales
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Firstsource Solutions full-time (More than a year)

    Pros

    Low bar of entry to work there if you're desperate for experience.

    If you stick it out for a while it can bulk up the cv a touch which is why 18 year old chavs who are thicker than their tracksuit material work there.

    You'll at least make some friends while you're there but that's true for every company.

    Free sky package

    Cons

    Poor management personalities

    The company being Outsource being used as an excuse to never try to improve the shift patterns.

    A culture of dissolution is prominent due to the poor working environment

    An overpriced in house cafe that may be gone for all i know but it still shows the lack of understanding when management pay you the least they possibly can yet host a cafe where you have to pay 20p for water when it was free before the cafe was there.

    Firstsource responding to these reviews with generic copy paste pr like some random award they were given as if that says anything about the employment "oh sorry your manager is universally hated but we were awarded best management company by.... who cares!

    This company has an atrocious employee satisfaction. It's become popular to despise working at Firstsource because of tacky employee engagement. Oh the call que is higher than ever and management have no understanding well you can do keepy ups outside and we'll film it for the facebook page yippee.

    Seriously disgusting attitudes from the management staff a bunch of late 40's bitter people because they've already put too much time into the company maybe.

    Escalations are dodged like they're bullets. This is a horrible attitude because although i was very good at speaking to customers and 90 percent of people who ask for a manager i managed to calm down, some customers are dead set on it and they have a legal right to escalate a call yet team leaders don't take responsibility unless you hound them.

    Promotional interviews are done in group environments presumably to give lot of people a chance but it ends up being a cattle cull.

    The generic response format of this employer should speak volumes, initial apology cite some reward that they got as if that invalidates what the employee experienced, or just saying they value x although anyone that works for them knows that's generic pr 101

    Salary really isn't that special, although my manager acted like 18k was the equivalent of striking oil it really isn't and more contact centre jobs offer that salary than don't it seems in cardiff.

    There's this scheme they did where you have ACE reviews every 6 months which can determine a pay rise however i never got one because minimum wage going up will override it therefore there is zero tenure based reward.

    With all due respect to the people leaving positive reviews for this company everyone's experience is different but if you haven't worked here for a year or more you may just be in that honeymoon phase so the positive reviews are inarticulate and frankly biased.

    People who aren't on the phone have a holier than thou attitude and actually treat you like something they trod on, the main exception being SME's who only recently got off the phone so still feel the need to impress management and understand the guys on the phone the most.

    The new sales department is a fundamental joke and here's why. Over every day and week you have to sell sky tv to over 50 percent of your calls now at the start that doesn't sound that bad however you have no control over who calls you and why maybe a customer who is already with sky calls new sales to get through faster, maybe someone who is new calls you for advise rather than use the work tools provided to look for the answer. Now say you have 10 calls and have done 8 sky tv sales, fantastic although the days not over so say if the next 10 aren't sales whether they be existing customers or colleagues calling you or just people who don't take the offer then the sales you got are now void and you don't get commision, so it is quite literally a sales job that takes commision you've earned back away from you, one time at the end of the day a new sales agent called another new sales agent trying to get through to the home move team and in doing so altered the agents stats enough to take his commision away from him through no fault of his own. This is a stupid system because no sales job should discourage you from speaking to customers yet this one does as shown by the blatant amount of call avoiding from agents who had already hit their commision targets and i honestly can't blame them for that.

    If you stick it out a bit too long you'll feel drained and lose confidence in yourself which unfortunately i've seen a lot of in ex firstsource employees, in some of these reviews and experienced myself to a degree.

    The progression system is insulting, built on ridiculous roleplays and lack any sense of competency testing through 1 on 1 interviews.

    Exhausting calls ques over 500 to 1000 in the que meaning you can never actually complete the workload.

    Advice to Management

    Don't respond to this review, seriously i've shown exactly what you'll say so it'll only damage your credibility ultimately, well the little that you have.

    Don't talk to me like i don't deserve to be around you when i come up to you with a problem that i need to speak to you specifically because it's your job to deal with.

    Pay more than peanuts and you won't attract monkeys

    Actually have tenure based pay rises that aren't overridden by minimum wage going up, the turnover rate shows you need it.

    Don't cull respective employees in group interviews, it has been shown to lack merit and the only main positive of it is to interview loads of people at once.


  9. Helpful (1)

    "What a joke"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Experience Advisor in Cardiff, Wales
    Former Employee - Customer Experience Advisor in Cardiff, Wales

    I worked at Firstsource Solutions full-time

    Pros

    Good team mate well some of them who haven’t got their tongues up managers arses good location down the bay plenty of place to get food

    Cons

    Team managers a joke ask them for help and they moan
    Dirty working environment toilets always stinking managers are a waste of time

    Advice to Management

    Learn to look after your staff


  10. Helpful (1)

    "SME"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Firstsource Solutions full-time

    Pros

    i CANT THINK OF ANYTHING

    Cons

    A lot, Bullying from managment, pay incorrect all the time and horrible ours

    Advice to Management

    GET NEW UPPER MANAGEMENT


Showing 694 of 706 reviews
Reset Filters