All the Gear No idea - Anonymous employee Mercer Employee Review

Understaffed - currently only have around 10 agents handling the call volume of about 25agents. Staff are ignored and no support provided, exceopt the senior agents, CED and TMs who are great and always there. But the TMs can;t answer most things, the seniors and CED are used as agents so help when they can. Without them there would be no department. Mental health is taking a killing, so many people are off with stress, depression and anxiety. But no real assistance is provided. On return you get tossed back on the phones. We worked continuously throughout a pandemic open every day, 40+ calls queuing, over 1 hour wait times and we fough on. No thanks apart from the odd email. No bonus, even though management got theirs, not even a pay increase, which is already the around the lowest in the industry. No compensation at all, which is heart breaking.