Higher management continued to make the job unbearable and difficult for agents.
The pay was despicable considering the work undertaken and the restrictive KPIs.
Their idea of morale boosting is getting employees to pay money to where their own clothes.
They have no idea how hard it is to stay infront of a computer for 8 hours and not being able to take a small break each hour. They have one DSE officer who seems resistant to any changes in normal desks unless you have evidence from the doctor.
Friends matter. If you befriend a manager, you're unlikely to run into any significant issues. I was fortunate enough to be liked by my managers, but I am well aware that others have not been so fortunate and have ended up with disciplinaries and written warnings where I have not.
The centre was always busy. Various employees phoning sick. Some not even turning back up. There is no real punishment for those who abuse sicknesses because they are aware of how bad the turnover is in Manchester. So the call centre is never even close to full capacity due to turnover and staff "sickness" resulting in a call-after-call environment.
The place has billboards everywhere encouraging positivity and how happy employees mean happy customers is so off point its both depressing and hilarious. Management treat you more like cattle than people. I struggled day-to-day with going to work there because of how degrading and demoralizing the place. When I left and started somewhere new, I realised how badly I had been treated as an employee and as a person.