XLN Retention Reviews | Glassdoor.co.uk

XLN Retention Reviews

Updated 17 May 2018

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3.6
0%
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XLN CEO Neil Conaghan
Neil Conaghan
0 Rating
  1. "Retentions Advisor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Retention Agent in London, England

    I have been working at XLN full-time for more than 3 years

    Pros

    Great friendly company to work for.

    Cons

    More progression and development would make it better

    XLN2018-05-17

    XLN Response

    May 22, 2018HR Manager

    Hi there, Thanks for your review. We’re glad to hear your experience at XLN was mainly positive. Making sure we reward star performers is one of our biggest priorities, so it would be great to explore your thoughts on this in more detail. Feel free to call me on 020 7963 9701 to discuss where we can improve. Thanks again, Shamilla Zahid S.Zahid@xlntelecom.co.uk Head of HR

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  2. Helpful (12)

    "HMP Millbank......"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Retention in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at XLN full-time for more than 3 years

    Pros

    Better that being on job seekers just about!! Like any place there are some genuinely nice people who deserve better than they get. You get breakfast on a Friday which is just about edible. They got a ps4 and pool table in the break room. If your into drugs then got a dealer onsite.

    Cons

    Where to begin..... HR aren't neutral like they should be and to be honest some have no idea how to do the job their paid for. Company policy's are so out of date that if you were to adhere to them you'd get into trouble for doing so. Absence is a joke!!! Dare you take a day off you'd be penalised by the 'Bradford Factor' then more than likely dismissed for being ill and id put money to say it was the company that made you ill in the first place. The company has no idea which direction to take, that goes from service to sales.... Sales want numbers will take absolutely anything, from new acquisitions to ceasing a customers line to put it back through as a new sale. only A tenured agent that does 50% of your sales can get away with that but it's seen as acceptable, (if that's not manipulation of numbers I don't know what is.) if you can't close the deal however don't worry you can run to retentions and the manager will ensure that its agreed at a price to get you on board but then will be forgotten shortly after until the customer raises a complaint..... Which leads me to service.... Service..... What service!!! They pride themselves on time to answer and boast that you'll get through to someone quick (that they do), yet the person on the end of the phone doesn't have a clue probably due to the high turnover of staff and will pass the call back to the sales team, who will do the same or pass you to the broadband team, who will do they're best (this is only due to the fact again that they're new and don't want the inevitable axe to fall just yet.) there is constant pressure to sell their broadband product wether it's standard or fibre yet both are as good as a chocolate teapot. Most customer would choose to leave Xln due to poor broadband or the fact that midway through your contract they will hike the price up, which is fine as they supposedly send a letter or they'll change to a tariff to one that has increased by at least 50%. Which is then where retentions comes in and they will offer them the world and its dog to stay. to which most customers are leaving due to cost then giving them the something that would keep the company in red is ok.... The manager and hierarchy will turn a blind eye to this until it hits the fan then all of a sudden 'we didn't know this was happening, then get their buddies from HR down'. Should anything happen in a department Xln have the most amazing investigation procedure of asking agents who was in and wasn't what happened, now most would just say nothing since actually answering would put you into trouble so things that wouldn't be acceptable in society goes unnoticed as theres not enough evidence to support the claim. Xln will use sales tactics to get agents to perform with lucrative bonuses yet when the time comes for payment they will find a way of not paying the agent exactly what they have earned, and deduct anything they can. Don't believe you're getting anything until payroll is done as even the highest members of staff will lie to you. Like on other review sites I'm sure some of the positive reviews are bogus since every negative one gets a positive straight after looks very similar to their trust pilot and well we know that they only get relatively new customers to sing their praises there so they know no better and don't know that the staff are getting incentivised.

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    XLN2016-08-23

    XLN Response

    August 24, 2016HR Manager

    Thankyou for your review. We invest heavily in the wellbeing of our team and are naturally disappointed to read that in this instance you feel we have fallen short of our heady goals. XLN strive to lead the pack amongst the most forward-thinking progressive employers who go that extra mile to look after their team and create a fun, challenging and rewarding environment to work in. We would welcome the opportunity to better understand your situation and discuss any issues raised directly and confidentially. Pls do get in touch with me on S.Zahid@telecom-service.co.uk Shamilla Zahid Head of Human Resources XLN Telecom

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  3. Helpful (5)

    "Retentions Team - a shadow of its former self"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Retention in London, England
    Negative Outlook
    Disapproves of CEO

    I have been working at XLN full-time for more than a year

    Pros

    A great bunch of people to work with and a nice work space

    Cons

    The company doesn't know what it wants, the leadership is shocking and morale has collapsed to less than zero. Everyone is scared of making a decision and the rules change every 5 minutes with the result that you thought you had done a great job only to find out you hadn't because when you weren't looking they changed the rules. Bonuses don't get paid and it is an unhappy and awful place to work. Work CAN be fun, it doesn't always have to be painful. I thought it couldnt get worse in July, but it has. Like others I'm looking for a job that values me, values the hard work I put in and doesn't souly exist to line the pockets of 5 useless directors. Avoid like the plague.

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    XLN2015-08-25

    XLN Response

    August 26, 2015Director

    As a business, we know precisely what we want – a high functioning , highly trained and well-motivated team. It is true that some changes have been made recently to ensure the basics are done – all geared towards producing the type of team that we need, including answering the phone promptly, bonus changes to further reward good performers and more training . To be very clear, bonuses do get paid and whilst a mistake was made in July to the threshold it was swiftly rectified and all bonuses honoured. We understand that change can be uncomfortable but is necessary and in my new role heading up the department, you’ll know I have met with the team on a 121 basis over the past few weeks. We value the hard work of all our employees and I have collated feedback which I will use to implement some positive changes. I would like the opportunity to discuss this further with you. Brendon Shepherd, Head of Customer Support

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