Pros
Benefits as VHI, Pension and Life Insurance The people that starts with you, since day 1, will be your pals, your point of support and your friends
Cons
Training: The training is very long and can takes up two month and half. It needs to be considered that after to have covered topics about selling and buying, it stops for one week to introduce you to the mentors and do side by side/shadowing, by zoom, with them. Then, afterwards, you will be sent again to the training for the last topic, and when, this last one, is totally covered, you will be again with the mentors. Personally I found all of this very unmethodical, meaningless and bumbling, like a pawn in a chess game that is moved from one side to another constantly without a result. The training is all theory based and all explained very fast, you cannot ask questions because the time is short for big explanation, You need to learn, in a short time, fast as you can, all the theory otherwise you are considered, from the trainers perspective as a person that slow down the class and ready to be reported. Furthermore, if the trainers cap on that you don’t understand a topic covered become often impatient and rude with you. Please note that at the end of any topic covered, while you are in the training, there is a test and needs to be passed with the 80% of the score. They don’t tell you until you don’t start in the company. It is mandatory to pass and you have two attempts. The failure of passing is equal to be reported to HR where there is a possibility to be let go because you are not the right fit for this company. Also, please note that if you have any issues with any of the trainers, the coach, the team lead, or manager, they are all friends and will protect each other in any way they can, even if you are right or have been bullied in any way. In the team: After almost three month of training, you finally start with the team. This team is relatively new and you will only receive call transfers for customers that ask/want to speak with agents based in the European Union. The volume of the calls is very low and the management just pretend that you are really fast knowing the policies in order to solve all customer issues. Add to that, the customers are constantly angry, rude and can scream, yell, curse at you on a daily basis, they don’t respect you as a human being. Moreover you can try to escalate this to your couch and superior but, instead to support you, they will evaluate you rating badly as agent and ignoring the fact that the client is shouting, cursing and yelling at you. Plus if you go to ask to the coach a quick question for advice, you will be completely ignored. Please note that you can receive some definite intimidation from the manager that you are unable to deal with (For example, he may say that the donkey must do what the master says); you will constantly work under pressure that cannot be handled. Furthermore you have to figure things out yourself cause they don’t know how to teach you and if you are not able to do so, they try to get rid of you. Team leaders and coaches are promoted in regards to who they know and not what they can bring to the table. Your performance It is based on the rate that the customer can give to you. This can affect your score card. It is up to the customer how many star want give to you but be sure that if your score card is in red you will be put through, after one month working, in a support plan. This does make any sense because: 1) you are relatively new in the company and you have a lot to give and a lot to learn; 2) the evaluation is from the customer and is something that you cannot control. It is just customer judgment. When you are under this plan, you are entrusted to a coach that evaluate you. What it is missing here to help the improvement of the agent, while is in the plan, are manners, patience and politeness explaining the topics. Bare in mind if you fail the plan, it is your only and unique fault and you will be let go because at the end of the day your performance card is based on the customer reviews only for 30% and the support plan is more important, even though they have told you throughout the role, that it’s the other way around. At the end of the day, If management team are unhappy with you in any way, they will make some excuse to let you go from the company. The policies: They are very vague, open to interpretation which leaves leeway for argumentative customers. To this it can be added the constantly technical issues that nobody knew how to fix, not even the Tech specialist.
