customer service representative

handler

service administrator

business analyst

team leader

Diligenta

 The training at Diligenta was for 4-8 weeks and it was absolutely horrendous, there was a group of 12 - 15 people originally, It was information overload for the full training period, The first couple of days were fine as there was a manager in explaining information but here is where things start to go wrong, the trainers who were taking over were not physically on site and all 15 of us were made to go through so much information on 1 screen and try to listen to the trainers who were delivering it on a Teams Call, the  sound was terrible and one of the many trainers would just read everything off the screen, one trainer spoke so quickly and kept changing the slides  not giving us a chance to note or understand anything, after the poor training we were then rushed into taking calls even though we felt we were not ready, when we asked to listen into other calls to get an understanding of what it would be like or what to expect but they refused to do so. My time at Diligenta was ok, the Company had a mentor team which you used to be able to call however the company decided to use a new platform which you had to type out your query and wait for an answer. This was a terrible platform as it was very time consuming and then it would keep customers waiting even longer and would affect your after call work, which would then affect your stats, Your Stats would be shared with everyone, this is Unprofessional in my opinion. One of the Managers would constantly give me and other colleagues dirty looks which made us very uncomfortable in the work place. We were not allowed to talk to any colleague even when there was no calls in the queue and colleagues had finished there ACW, if we smiled, laughed a tiny bit or look around for a quick moment we were given the death stare. Diligenta gave us laptops, everyday we had to take them home along with our charger and headset but there was no use to take this back home because we could only use the laptops at work, We asked multiple times to get lockers yet they refused to give us lockers even though there were lockers available. This caused physical issues towards our health. The office was extremely dusty and dirty I had to bring in my own supplies such as wipes, hand soap, fairy liquid, sponges and tissues. The dishes in the Kitchen were filthy, they only had teaspoons and even those were not ever cleaned, Every mug had tea or coffee stains in and the microwave food stains and splashes inside. The company did not even provide the very basics and none of those were appreciated. It took 3 wipes just to  clean one desk and all three wipes which were white in the beginning all turned black from the amount of dust there was. The company was aware of this and was aware I had very bad allergies knowing that I was allergic to dust yet the again the company refused to do anything about this. As a result of this my health seriously diteriated  causing me to have issues with my breathing. And finally I constantly had IT issues everyday for at least 2 months, again the company were well aware of the situation and refused to get the laptop fixed/looked at or even to get me a new laptop.

After over 4 years service I wanted to give a honest and fair review of Diligenta. I would never recommended any role with Diligenta if you a working and experienced professional looking for a career. Diligenta would only be suitable for maybe school leavers or people wishing to gain experience fast and in the short term. For anyone else I would avoid completely for the following reasons. 

1) for start, absolutely everyone working for Diligenta hates it there and hates the company so the vibe is very bad to start with. 

2) For experienced and educated professionals the salary is a lot lower for roles you could get anywhere else. Because of that, all the valuable and good staff members are often replaced with far less experienced staff members on 
much less salary.  

3) Diligenta has a bizarre policy to not offer any internal pay increases for promotions and changes of role. So if you want a higher role you will not paid anymore even its advertised as higher. They will expect you to do the higher role of the less salary as before. 

4) You will always remain on the same salary, new starts will start on a higher salary than you even you have been in the role years. 

5) No Bonuses or any form of thanks. 

6) Diligenta is an outsourcing company from India which means will always try and do things on the cheap and pay as little as possible, most managers and team leaders have no experience to handle the role or department. 

7) Myself, like most people who has been there years, will be moved around many different departments, doing completely different roles never with explanation or reason and of course no chance in salary. 

8) Basically, if your a competent good worker you will be worked to the bone, covering the large amount of work of people who can't actually do their own work. Myself and many people before me had sense to leave. 

Diligenta will not care if you stay or go. You a only a number to them and will be replaced by someone cheaper. 



I would never recommend working for this company. Zero support from managers/coaches - you’re often left alone to deal with difficult cases, don’t even bother to accept being trained on different products - you’ll get little to no support (again) with no pay rise. Everyone’s focused on quantity rather than quality so if you take a bit more time with a particular case you’ll be asked “is everything okay?” “why your call times are so long?” Meanwhile when you need help you will need to be prepared to wait for a while to get an answer. Trainings are usually very poor (I would say depends on the coach) and you are learning the very basic but what you’re actually getting during the calls it’s a whole another story which makes it incredibly stressful for new staff. We were required to stay longer after work so I would suggest to never make any plans after work as you never know how busy it’s going to be, you might be stuck on a call for an extra 30 mins and if you do, again, don’t even think about getting any type of support as coaches are usually gone home by then. Funny how we are forced to stay but managers/coaches finish on time. I don’t think it’s a secret that new staff get paid more than people working there for a while. It’s also incredibly hard to book any holidays and usually everything is booked already. Overall my experience with the company is pretty similar to all of my colleagues, never met anyone in this company who’s happy here - no wonder costumers aren’t either. Lines are also very understaffed so if you decide to try anyway after seeing all this negative comments (like myself) prepare yourself to get a huge amount of complaints for the waiting time, experience with the staff who are not trained properly or just simply because the back office ignores the case escalations and costumers don’t get what they asked for.

Starting off at an interview- a lot of promises made and none kept. Overtime, financial incentives  etc. 
The day to day is very grim. First few weeks you’re in training and there’s a lot to learn and take in. Then accreditation and warm site on the phones. There’s help available- coaches and systems but all that is completely inadequate to your needs. The company doesn’t care or want you to help people, just to push them through the system, take their query and pass it on. Inexplicable delays, mixed information and sheer incompetence are staggering. 
Management aren’t there to help and won’t, in most cases, step in to support during more difficult calls. You’re left to your own devices even if the caller wishes to speak to someone with authority, the best you can hope for is a coach posing as a manager to take the call over after about 45 minute wait. The managers are there to micro manage every second of your working day. 
Then you have the audits and never ending loop of negativity and negative feedback that will wear you down and can really make you feel like the world’s worst employee. Not that they care, outsourcing back office work to India and recruiting call handlers almost every week. The turnaround is huge and very indicative of the type of place it is.
The office is fantastic, modern and slick. The work-life balance is decent. 
The pay is very poor and benefits completely nonexistent. You could be on less money than new hires, holiday entitlement doesn’t increase and OT is a thing of legends. 
Unless you’re straight out of school and looking for a bit of experience or about ready to retire I would strongly suggest you keep clear. The job will wear you down and break you. There’s plenty of far better jobs with management that care and culture that promotes growth and sustainable productivity. 

Managers/culture are awful. Managers just do not communicate between themselves or their staff, which results in no one having a clue what’s going on and everything being the team members fault. Trying to book time off for appointments means telling not just your manager but every other group manager over and over because they don’t share information with each other or bother to check their own systems which would tell them where you are. 

If you want to come in and be top of the class I would advice not too, it only results in them chasing you every step of the way to be better even when other members sit all day doing the very least to slide by and if it’s a day where you are off your game be prepared to be pulled up about it being just not good enough.  

Equipment and systems are all outdated and they refuse to update. When systems go down because of this they blame and hound you to get it fixed which is almost impossible. 

Pay for long term employees is never increased which means new employees come in to better wages than long standing members of staff. Which may seem like a bonus to new staff members but just remember if Diligenta doesn’t tear out your soul and you stay long enough, the next group new starts (which let me tell you is every other month) are going to be paid more than you. 

Don’t even think about swapping shifts or getting time off for appointments unless you are in the popular group. 

Honestly if the application seems too good to be true it usually is and this company is not the one for you if you treasure your mental health. 

Please try avoid this company at all cost.
Previously I've been worked to another company based in Edinburgh but some part of the other company has been transferred to Diligenta.
Let's face with the truth, in this place you're going to be a number only. If you don't fit in, you will be in trouble. If you're not pals with others e.g. people from higher positions, your time here will come to its end shortly.

The IT department is a joke, trainers are not very knowledgeable - they only read the training slides but no explanation or advice or prior knowledge is given - you you're going to be left on your own very soon, the work is extremely difficult and stressful due to the bad quality of equipments and softwares (most of the days you need to rely on people who have access to certain databases or softwares, but they are also taking calls, so most of the time you are not able to do your job properly, as you have lack of equipments or you are not assigned to the right databases.
Back office is full of incompetent people, based in India.  If think this says all. 
Since we have been transferred to Diligenta, rules and regulations are changing from one day to another, so you will find it extremely difficult to adapt the changes.
You are not able to answer most of the asked questions as you ,as a call handler, don't have the requested information in front of you and you need to request it from back office, which is always late with the response no matter what is the timescale for emails or letters.
This company is a joke.


Avoid this company like a plague 
training a joke 
Like dinosaur age 
If you can read your a trainer shocking company
 managers  micro management to coaches  
don’t ask them for something or questions unless through a message wait until they reply 
No support what ever 
Systems not fit for purpose 
Are you willing to offer 30 minutes  of your unpaid time  before your shift starts to sign in. 
Culture within company disgraceful. 
You will receive messages asking if you are 30 secs over a break ! 
You will be asked why you are taking long on after work 
You receive negative feedback back on audits 
You will receive negative feedback back on performance 
You will never receive good feedback back. 
Nothing more than a shocking company a revolving door everyone told not to complain 
You will be asked to give feedback back after training 
To scared to offer honest feedback back as everyone friends with each other within coaches and mangers. 
Don’t ask your manager for anything to do with job 
As some not trained  on anything within your job. 
It’s a revolving  door new teams once a month. 
If you value your well being or want job satisfaction this is not a job for you. 



Best part leaving after a sift. 
You need to be in 30 mins unpaid to sign in. 
Micro management  shocking 

cha

 they don’t tell you all job
Systems shocking to work 
made up as they go along. 




I was first of all given a position in back office and although the conditions weren’t amazing I was happy enough. 
This quickly changed after the contact centre became short staffed (I imagine staff leaving) I along with the people I started with got moved to work there. Training was better for the contact centre than my first position would be the only positive. But unfortunately I didn’t want a job on phones all day and it wasn’t the job I applied for. I along with others who were moved expressed our feelings to managers and were told “it’s in our contracts that we may be required to move” I was also told “if you don’t like it leave”.  Honestly never experienced such bad management. My mental health started to suffer and it wasn’t helped by the lack of support once in the job- there is mentor line to call for help but they act like you are bothering them if you call to ask for help. Then the pressure from team managers to answer more calls and complete them quickly was just too much. 
I could go on about covid but all I will say that the health and safety of staff is not a priority.
When I finally did get another job and handed in my notice I asked for an exist interview so as I could express all of my experiences, but surprisingly they couldn’t accommodate this due to short staff!

The company boasts about award winning service and treating customers fairly. They also try to maintain that they care about their staff and promote a fun and productive working environment. Unfortunately the day to day reality as both couldn’t be further from the truth. Working endless hours over and above your contracted hours and getting them to pay you overtime is near impossible. They have overly complex systems which in turn cause numerous problems for staff and customers alike. Managers and upper management just ignore the problems and say everything’s fine any problems they blame the lower grade staff for despite ongoing staffing issues and wider issues being constantly flagged - take their frustrations out on lower grade colleagues who they think they can target as well. If you enjoy having you life made a misery on the daily and working endless extra hours unpaid then this is the job for you.

I worked for Diligenta and the client for over 2 years. You are treated as a number, you are hounded for using the toilet and asked to work the time back. Everything is monitored, you will be hounded if you take too long to do something. Severe system where if you make a mistake you'll never hear the end of it so it creates a stressful environment where you are worried if you have failed an audit. Management are fairly rude and expect you to treat them like your master. The culture is also toxic and negative. 

Very little room for progression. 

Treated as if i did not matter when I know they are short staffed, no attempt to retain me and management shurg when experienced employees leave because new starts get paid £1000s more for doing less of a job worse. Company said they were looking into addressing this pay difference initially due to upset employees. Once a number of new employees had been recruited, the company came to the decision not to address this pay imbalance. Says a lot about the company.

I suspect Diligenta may be racist towards Scottish people as one of the most recent intakes was almost purely Southern English people recruited in the middle of Scotland.

Basically avoid if you have a choice but its better than other rubbish jobs out there.

Top Job Titles	Average salary
Customer service representative 264 salaries reported	£24,854 per year
Handler 88 salaries reported	£28,261 per year
Service administrator 8 salaries reported	£23,130 per year
Business analyst 14 salaries reported	£35,562 per year
Team leader 22 salaries reported	£31,960 per year

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