customer service representative

sales advisor

team leader

client advisor

account manager

WEBHELP

I worked on the esure campaign and the first two months were amazing but that's when the mask falls off, I would avoid working here at all costs unless you're either a) desperate for money, b) ready to have absolutely no social life.

To begin they promise you the world, managers and higher ups conveniently popping in telling you how fantastic the company is and how far you can progress with lines such as "I've only been working here for X months and I'm the manager of _", they then up sell the position of customer service agent enticing people in with a "No sales" contact centre job when the job is entirely based on sales. There are targets and KPI's that need to be met and expectation from the client but I've never seen a floor run so ragged.

To start with the managers most of them are friendly and human, they're fantastic to get along with but be careful of what you say to them as they'll run straight to the ops manager within a heart beat leaving you in hot water, gossip amongst managers about agents is a regular occurrence which brings no judgement from the ops manager when caught. Some managers have no clue what they're doing or have any idea about insurance in a whole, one manager insisting to have a knowledgeable agent sit next to them so for any questions can be deterred onto them, who is also trying to do their job. One or two managers spend most of their time chasing tail amongst the call floor to then brag about it afterwards and to sum them up in a whole they would rather be sat on their mobile phones and shrug their shoulders and ask you to try somebody else.

Moving onto progression, as stated previously they were promising plenty of opportunities to progress within Webhelp and to put it plain and simple, it was a lie. If you do your job well, they'll try everything they can to make sure you stay on the phones. You may be offered a DTL (Deputy Team Leader) job, which is basically a fancy title for somebody who does a managers job for them in hopes to possibly be a manager in the company with no actual benefit or pay increase. Some people being DTL for months only for management roles to be filled from outside of the company. They offer floor walking opportunities which is a fantastic way to be off the phone, only they'll be stripped away immediately from you as any absences will be used against you as punishment to no longer progress in the company. Leading to you having to wait 9 months before being able to apply for any progression again.

With flexibility they again promise you how amazing they are and understanding that some people have had their circumstances change and the company have rearranged their work to accommodate them which again is a flat out lie. Managers lack empathy and refuse to reason, running up to Christmas of 2019 the entirety of the new starters ended up with the flu constantly passing it back and forth with the ops manager saying; 
"Do not be off unless obviously you're dying or something." 
When you are absent you are presented with something called a SMART chat which is a lousy excuse for you to pledge your allegiance to Webhelp. Promising you'll do better to try and accommodate the company and avoid further absences/lateness regardless of the reason, one agent having to have a SMART chat about their close friend committing suicide and the company refusing to offer any compassionate leave as they are not direct family. Almost everything they say they do for you is unpaid, doctors, dentist and clinic appointments are all unpaid but hospital appointments are paid but a maximum of 1 hour, during the year there were incentives to get the most sales and sometimes the prize being finishing early and instead of Webhelp deciding to pay you for that hour they instead take it from your holiday allowance without notifying you.

This part is important if you suffer from any mental illness DO NOT WORK HERE - They disregard your mental health pretending they care saying the business is like a family but in reality you're just a number. However they will be offering you a quick 30 minutes off the phone for a "Welfare", in which they will listen to what you have to say and poke and prod about your life as if they're a professional on the matter nodding their head to every sentence whilst writing it down only for the end of the meeting to result in them "I understand you totally and I know it's hard, here's a telephone number if things get too hard." and they send you back on your way to continue your job as if nothing has happened at all and they will be extremely critical if you're not conducting your job correctly.

For how the business actually runs on the call floor, everything is timed and filed and each manager has their own job making sure it's run smoothly. You'll be encouraged to not use the bathroom outside of your breaks as this affects your total AUX usage and it's extremely frowned upon, one manager actually asking an agent to refrain from using the bathroom aux and go during breaks for an entire week to bring their AUX usage down. The job itself is pretty easy going once you have the hang of it and as long as you offer on every single call you're doing your job right and meeting compliance despite it being awkward. The FCA have released new rules just before the covid-19 pandemic hit, that all calls you must only "mention" the products and from your own knowledge seek out the demands and needs of the customer and offer from there which essentially turned into managers relaying to agents "Well as long as their car is on the road you can offer all 3 products." The only thing that made the job durable was the colleagues around you.

Finally moving onto the COVID-19 pandemic and how Webhelp handled it all. To sum it up in a nutshell, terribly which is ironic for a company that has a slogan of "Think Human". We had to pretend the pandemic wasn't real in the office. In the early weeks just before lockdown people were having panic attacks, fearing they'll kill their family if they brought it home or if they ever caught it feared financial deficit and promised with a hefty warning if they were off, it was only when lockdown hit and the building was still open if you had symptoms you had to stay home but call in every single day, the managers questioned every single absence whether it be a fear of catching it or fear of having it, they wanted not a single body off the phones. One of the agents had a terrible cough for what felt weeks, everybody was terrified to go near them but they were on a warning and could lose their job if they were off sick and was actually told by managers they could not be off yet still ushered them to think of others. Webhelp esure campaign did not actually do anything during the pandemic but instead waited for esure to do it for them and esure were absolutely fantastic (Would recommend working direct). It was esure who enforced a social distancing in the work place prior to the closing of the offices and provided hand sanitiser, ensured the call centre agents were in a safe environment and provide reimbursements for parking to avoid public transport. Esure eventually managed to get everyone from their direct staff to work from home with only a select few managers and the IT team stay at the offices to ensure everything is run smoothly. One of the other outsourcer's in the building actually withdrew their staff and gave them full pay as esure could not provide them the means to work from home just before lockdown hit, but not Webhelp. Once everybody was safe and spread out within the building the Ops Manager had the genius idea to bring everybody back onto the same floor with 1 seat empty between agents because she missed "my guys". I remember seeing the Ops manager's manager stroll, without a care in the world and a slight swagger to him, looking like a gibbon back from the Bahamas dressed in clothes far too small for him, what angered everybody was how he had not a care in the world as it wasn't going to affect him just before the building was going to be closed, nobody had any certainty of whether they were going to keep their jobs or what was actually going to happen, effectively what happened was the contract would be temporarily suspended in 3 days, which Webhelp actually didn't have a plan B for, they were living on the hopes of esure providing a WFH solution. The ops manager had no idea what was going on either. Eventually the floor was split into two groups, those who didn't have absence during the pandemic getting priority to work from home and starting immediately (Sainsbury's). The rest were stripped away some of their holidays, so they did not have to pay a single penny, until they found another solution (ASDA). This is when I gave up and quit.

I kept in contact with many colleagues during lockdown and they filled me in on the following:
The second lockdown was about to be lifted there was a plan to get them back in the office in a phased return starting the 22nd of June even though many other Webhelp campaigns continuing even now to WFH as following the government guidance. They masked the ability to return early as being an "essential business". Some people having as little as 2 days notice to get ready. Many people I know with health complications or living with vulnerable people, given no other option as they refused to allow anybody to swap campaigns for the time being and refusing any work from home method to continue. Managers doing what they do best and lack empathy. Despite esure hiring to work from home which adds insult to injury. Those who I still speak to who work there currently are looking for other jobs and think that the way the office is run now is a joke.

This company (or campaign specifically) does not care about you, your well being, your health, or your circumstances so do not believe it.

Let this set the tone, Toilets were always closed for cleaning but were never clean. The Work Culture is everyone hates working here and we are not paid anywhere near enough.  A normal day at Concentix went like this... On a Good day. You would get to the overflow car park around the back of the second building, walk five minuets and finally get in. Now bear in mind the car park on a busy day is at about 50-60% capacity at any one time however there was a 2 Year waiting list which to be honest is just a blanket statement. Now you get upstairs into your department, fantastic. you dont have a seat! its hotdesking. So you have to find a computer and mark it by putting your coat and belongings on the desk. You turn your computer on ready. plug in a headset and go for breakfast which is actually really good. So you get back to your desk to find your headset has been stolen and sometimes even your computer as you'll often find your coat on a desk at the end of the row. This will be your fault too in the managements eyes.

 Now lets start work which you've had at best a crash course in training for. Not exaggerating here, The customer always knows more about the product and how it works then you. Even when you are tenured. Im not even joking. Your basically there to nodd and agree and if you dont know how to fix an issue you can talk to a condescending floor support who will talk down at you, make you feel worse and tell you to look for a knowledge article that doesn't exist. failing that we have a Tier 2 department who actually dont talk to customers. so when they make a mistake, which is often guess who gets to tell the customer you. Your stuck with that customer until they say the issue is resolved. Even if it is resolved. They can keep the case open. This wouldn't be a problem but one of your metrics for bonus is how many cases you have open compared to how many you have closed. 

You are just a number and as soon as you or any of your colleges shows signs of mental fatigue you are binned because they  overhire expecting people to leave and when they dont leave your shown the door for call avoidance, when all you did was use your personal to go to the loo, except you had to keep going up and downstairs to find a toilet that was not getting "cleaned". That didn't happen to me but i know who it did happen to. We shall get to mine later. Its even juicier. Management are often hired from different departments too so they have no idea what targets they set are realistic and what targets are not. unfortunately you dont get a say in the matter because they know best even though they dont even call listen. I was there for 4 months and not once did i have a call listened too. instead what happened was probation reviews without looking at stats, Concentrix is awful for this proving you are assessed by your popularity instead of your skills. Its one rule for one person and one rule for another, again based on popularity not rank. Some people would be on their mobile phones in clear view and nothing would be said. others would have a mobile phone inprint in their pocket, like a buldge of where the phone is in thier pocket and be threatened with disciplinary action. Here is another example. One individual would always have a sick day every Thursday, nothing would happen.  Another person would have their first sickday in two months but be facing disciplinary because of suspicious absence patterns. 

Now to my story. They had overhired. There was no more seats left and i noticed people were starting to be let go for very minor reasons or questionable reasons at best. I had the unfortunate mishap of being in a traffic accident when a bus hit me. I called it in. I live a very long way a way from work. They day after I was still emotionally distraught with high levels of anxity so called in that i couldn't go in. I go back to work, With an injury might i just add and get told everything is fine. correct procedure was followed. then 2 weeks later once people started to vanish im took into a meeting with HR where im told beforehand i had nothing to worry about. Well they showed me the door because they didn't deem high anxity and being involved in a serious collision an excuse to not be at work for two days, even though i came in everyday after with injuries to my neck and shoulder. 
Basically i genuinely feel being unemployed is better for your mental health than this job.

Basically you’re a number. I have crippling depression because of this job. You go over your break by 2 mins? Work it back after your shift ends. Heaven forbid you need the toilet you only get 10 mins or if you get a bad call only 10 mins to calm down. If you can sell ice to the Alaskans this is the perfect job because sales is all they will ever care about and your stats. I did get dismissed for not making sales absolutely no regard for anything else or any other aspect taken into consideration. If you have good wifi this is a plus because the systems are absolutely shocking. God help you if you forget any logins takes forever to get back in. Need a day off for an event/ special occasion or the fact that YOU ARE ALLOWED. Very slight chance of getting it because they don’t have the hours but will offer it on the day you want it and that could be at any point during your shift because they’ve got too many agents on the line. Some of the managers are absolutely amazing will go above and beyond others will bark and tell you what you did wrong which isn’t bad but the delivery is poor. The managers and agents really feel the heat from the higher ups and the client itself so clearly the issue lies with the real people who are in charge but then they take all the credit when “awards” are given out at the end of the year  thanking everyone when it’s them who are the problem from barking at managers who then bark at agents. Communication and consideration is disregarded and poor. The coworkers and other agents from other call centres are pretty much the only good thing. They will support you and will genuinely have a laugh with you and I have made many amazing friends from this role. Calls can be tough and you will get called everything under the sun and back from customers. Even worse when they are told wrong information or something is not done. This is due to the lack of training, the training is very very basic I learnt a lot more on the job which is expected but honestly they didn’t cover the bigger issues which can cause the tougher calls. Also if you need help good luck because if you put someone on hold for too long your stats will drop but you’re expected to keep them low even when you require assistance. Managers will say do not give out X,Y,Z no matter what and stand your ground and stick up for yourself but as soon as the customer wants a manager they will get everything they want and more which makes you feel stupid for spending however long arguing over something and makes you feel what’s the point on arguing with them when if they go to a manager they’re going to get what they want because they want to get them off the line. I did have some good times in this role and things that I will take with me and I gained a lot of confidence and experience but if it wasn’t so sale driven and had more leeway they would be a much more successful company regarding their staff satisfaction is which out the window at this point because it’s only the customers that they care about if only they cared about the agents the same way they wouldn’t have so many people coming and going like a revolving door. You do have the opportunity to progress in the company by all means and the competition between colleagues is fierce which makes the job more exciting but it’s very disheartening knowing someone else deserves something more over someone who got it. I personally wasn’t interested in progressing as I thought it would be too stressful but it was absolutely shocking how they chose who got promotions over someone who has so much more experience and it honestly doesn’t make sense but again it is very very fair and square which you can appreciate. Overall I have mixed feelings I will miss the coworkers and those tougher calls as somedays you may feel up for the challenge other days it can be a massive blow. What this company needs is to listen to their agents and not just the customers.I have seen so many amazing agents, managers, IT specialists, client managers, pretty much every person you can think of leave which is very shocking but not surprising. I truly won’t be shocked if in 10 years down the line this company no longer exists.

At the interview they spent ages highlighting the benefits of this job and it seemed like a fantastic company to work for with many great prospects.
Near the end of my training I came across reviews on here for Webhelp and thought that they all seemed a bit over the top and that it couldn't be THAT bad, it turns out it is though.
We spent 3 weeks getting taught by a 19-year-old girl how to have conversations with customers. Throughout this time they give the impression that you will only be fulfilling the advertised role of a Sky 'retentions' colleague of encouraging customers to stay with Sky. At no point do they tell you that you that you will have to deal with all kinds of complaints and queries that you have not been trained on how to resolve.Several times every shift you will get rude/angry customers who will insult you, mock you and make you feel one inch tall. At first you will be able to take it, but in time it will wear you down, especially when it's busy and it's just call after call.
Many customers have queries which you cannot resolve without a manager, the managers do not want to help though and seldom few will take an escalation. We got advised to direct irate customers to an online complaint form, which usually makes them kick off even more and you are forced to take their abuse (you can only hang up on them if they swear at you).
The breaks are a joke as you have to cut them short due to the system always crashing. If you get back on time and your system freezes (as they often do), it's your pay that gets docked for time lost. May God forbid that you need the toilet outside of your breaks though. I received a warning for taking 3 minutes of my 8 and a half hour shift to run for a wee. No exaggeration there either. Upon protest you just get a stilted speech on company procedure and targets.
Targets...now here is a joke. You are expected to get 75% save rate to pass your probation, which means you have to save 3 out of 4 cancellations. Yes this target is achievable but only if everyone is just 'thinking' about leaving Sky. You get so many calls transferred from the tech or billing department for customers whose accounts have not been canceled properly, you then have to sort it out and the figures go against you! So even if you've worked hard and gotten a good few saves under your belt, a few of these calls in a day will nullify them. You need a consistent score of 75% saves to pass probation and if you do not have this for whatever reason, they can terminate your employment with just 7 days notice. It is my belief that they strictly harvest the cream of the crop, hence the astronomically high turnover rate and the fact that they are always taking on new staff.
Most managers are very unhelpful, as I mentioned before they are incredibly reluctant to take an escalation from you and any queries you have regarding customer issues they will answer in a demeaning tone with an attitude of 'you should know this'...even though we've not been trained on it. They have their favourites who they will help out and have a laugh with but unless you're young, female and good looking, don't expect them to get out of their chair. In fact, they sometimes wont even turn their head to face you, seriously! They may act supportive in coaching sessions but cast your eyes down to the desk and you will see they are reading a script from a laminated sheet.
The only good points are the laughs you have with colleagues, that is the only thing that keeps you going. I really would not recommend applying for this job based on my experience of it being nothing like it was advertised. Nothing I have said in this review is exaggerated and I just wish I had seen the other reviews on this page before I applied for Webhelp.

This is a long rant but before you apply, please read this, believe I’m not being dramatic and have a long, hard think about whether you want to work for this company. 
This is the worst job I have ever worked in. The company as a whole is appalling and don’t even get me started on how it is ran and the managers who sit on their bums and do nothing. I had a better time working at McDonald’s flipping burgers than I did at this job. You can never get any holidays/time off, they constantly get denied and you don’t have a leg to stand on unless you’ve booked them months in advance and then maybe just maybe you might be allowed them - if you have any kind of family problem or any form of situation in which you need to leave work for, don’t expect any sympathy or for it to be put down as holiday. You’ll get guilt tripped into staying or working back hours for doctors appointments or for anything really. You literally get watched like a hawk - I felt so uncomfortable on a daily basis because ‘team leaders’ would sit on their bums and talk all day doing nothing but as soon as you took a one minute breather, they were all over you asking why you weren’t in ‘ready’. It got to a point where I couldn’t move without someone coming over to me and questioning what I was doing and why I was doing it. I also personally suffer with really bad anxiety and towards the end of me working here, it was the last thing they cared about and actually used it against me to dismiss me of my role. If you suffer with any type of mental health, don’t expect to be supported at Concentrix.
The only good thing is being around your friends that you make in training. You get kept together at least for the first few weeks on the phone and then supposedly your team is meant to be together but that’s never the case either. It’s hot desking and 9 out of 10 times if you start late, you either won’t be able to find a seat or you will be sat on the other end of the call floor with people you don’t know. The training was also really good, the trainer I had was great but he’s now left so I’m not sure what it will be like now.
There is also a massive massive turn over of staff, if you want a job that will value you and care about how you feel, go elsewhere. They don’t care whether you come or go because there will be someone else in your seat the next day.
The call floor is also very ‘clicky’. I understand it is in most places and I don’t have a problem With that but if you aren’t in certain cliques they will make your life a misery. If you do get in with the little managers bubbles, great because you’ll get to sit and have a chat rather than being made to take constant calls like everyone else.
Don’t fall for it as well, they will tell you that there’s loads of time in between your calls - no, not the case. They put you on slower lines whilst you’re in ‘grad bay’ (first few weeks) and then fully expect call after call and to be questioned if you aren’t taking call after call.
The hours are also rubbish - they say it’s a mixture but if you’re looking for day shifts, again go elsewhere because you constantly get put on lates. You get the odd week here and there of early shifts but you’ll be back on late shifts soon enough. I had a sick note in due to my stress and anxiety at this job which also took them weeks to accept because they didn’t want to. 
I got moved onto a different campaign with a promise of being able to come back and I got made to stay which moved me from Quorum to town centre and that didn’t work for me and I basically got told to get there or leave. So just be careful what you agree to and make sure you’re fully aware of their plans for you and I’d even advise having it in writing if they do this to you and promise you can come back. 
There’s so much more I could go on about and do much more I could tell you that’s wrong with this company but I’ll leave it there. I’d fully advise NOT to work for Concentrix.

I applied for the job as I knew a previous friend who worked here, I applied and got a phone call 4 hours later asking me to attend an interview the following day at 10am. The interview was fairly organised and the lady who interviewed me (Charlotte) was brilliant. Training was good as our trainers Julie and Luke were friendly, approachable and very comprehensive. The job itself isn’t too bad, the salary isn’t bad either and the commission was brilliant, my 1st month I wasn’t £672, £399 the month after then I averaged anywhere from £770-£1050 until recently when they’ve changed the structure and it has dropped dramatically that even top sellers are struggling to pull £300 commission when previously the top seller consistently earned £1500+ per month (yes I do admit it’s still a bonus on top of salary but hardly a way to inspire loyalty by cutting people’s money). It seems that every month there is a new ‘big thing’ that results in countless people getting ‘investigations’ AKA disciplinary meetings where easy 10-15 staff are fired. Managers are alright for the most part but of the 8 managers on the department I work for I know only 1 is an internal promotion and the other 7 are external hires and 2 of those were hired after I started and it’s common knowledge there’s barely any progression opportunities. Working from home hasn’t been too bad except the company take a stance of any IT issues with the equipment which they provide is basically your fault and any offline time won’t be paid, for example I had an issue recently which took me offline for 2 days, I reported it and got told I’d have to wait for IT to contact me and I’d have to go back to site to get it fixed and was told I’d be paid, I then got put down as AWOL for 2 days and got told they won’t pay me for the time I’d had offline but they’d pay me 1.5x rate overtime to work the time back despite me being told I’d be paid for the time offline as it wasn’t my fault the equipment had failed. Speaking of overtime the ops manager for our department is constantly sending emails such as OT available at basic rate but is an opportunity to get more bonus (As if he’s doing us a favour by offering us the OT) or by saying it’s 1.5x till X date but then we have 32 new starters so OT will disappear only to then announce 2 days other OT will remain 1.5x for a further 2 weeks and in actuality the 32 new starters were more like 14, and then managers literally begging everyone for even 1 hours overtime, I presume the reason they shafted me over the time I had offline was because they needed overtime and it made the ops manager look good to his superiors that he was getting people to do 18+ hours of overtime. Also at your interview they lie about shift patterns, we got told we would work 1 week of extra long shifts (8-7/8:30-7:30/9-8/9:30-8:30) when in reality you work 2 weeks straight of them then do 2 weeks of early/mid/late shifts and trust me they are draining. 

In summary it’s not actually that bad a place to work, the canteen is stupidly expensive and has little variety (£1.89 for an 250ml energy drink, it’s almost cheaper at petrol stations and they’re notorious for being expensive) the salary is okay, some managers aren’t bad but others do no work while in the office then complain they have to come in on days off to do work, the progression opportunities is literally zero, they constantly find reasons to take money from you or make you earn it back when you never shouldn’t lost it in the first place. 

Overall 2/5* but I suppose it’s not worse than capita and if you have sales experience my honest advice would be get a job in car sales, the money is better, stoneacre commission is 10% of sale profit and even CarShop its £15 per car sold, £15 if it’s in finance and £15 if you sell paint protection so you need to sell 1 car a day there to earn double the commission you will earn at Webhelp. 

Firstly
Recruitment promise good shift patterns, good wages and a good bonus. This is all total rubbish. It's lies, period.

The training is, I must say great fun and I did meet some lovely people and I have learnt a lot about BT.

However,  My wages just seemed to tumble as soon as training was over. The targets and stats related to your pay are impossible to adhere to, as it is impossible to predict your calls. And the stats are based on every call, every day.  It's a pathetic ploy to keep your wages down.

You are monitored for your after call work, (making notes about the call, after the call has ended), They advise you do the notes on the call, but the systems are so bad, I.E. they freeze and crash all the time. 
You WILL inevitably end up struggling, and when you report them being bad you are accused of faking the problem.

Your are only allowed 8 minutes on any shift for a personal break, (going to the loo). You do not get paid for your two 15 minute breaks (fair enough),or your half hour lunch, and they are timed to the second. if you are late back, this affects your productivity and your wages, and you get disciplined if you do it too often.

This, in my opinion is vile and cruel. However people clearly have abused it in the past. You are also scored on call time, productivity
resolution, etc, etc. There are loads, all designed to keep your wages to a minimum. The shifts are also crazy, because the place has to operate 8am to 9pm 7 days a week they have to cover this, so expect to work Christmas, bank holidays and weekends FOR NO EXTRA MONEY.

It's one of the worse places I have ever had the unfortunate opportunity to work, they employ pretty much anyone with a brain, because so many people leave as they realise the place is horrid, the canteen looks like something out of a borstal, the equipment is old, slow and filthy. The place stinks, and there is a saying, "You'll get Convergys lurgy soon", "don't worry everyone gets it".  The attitude from anyone in senior management are simply not concerned for the floor advisor, but the client, so if you don't adhere your out. Exceptions of course, namely the brown nosers. or the ones in the "clique". These advisors simply wander all day chatting.

It's impossible to book holidays, days off or any free time as the rules and systems are locked into place on a first come first served basis.
so experienced advisors get in quick. And you don't get anything guaranteed for the first 12 months, so if you leave before your first year, don't even bother to work your notice, you'll get nothing.
Run for the hills.

I'm still working here, but I will get out as soon as the opportunity arises, so I'm using them at the moment to pay my rent and bills and I'm also saving for the first time, so, every cloud.

 Think really carefully about this job,
The calls are sometimes horrid, they are all recorded, everything you say and do is logged. The wages are bad, the promises of bonuses are lies. Trust me, it's not a good place to work.

But hey! If your desperate and just need money, go for it.

It will be the biggest career mistake of your life.
In my 40 odd years on this planet, I have never worked for such a horrid company.

I am soo happy I'm able to give a review of this place and I'm going to make a big essay to give you an exact vision of how terrible this place is!

- Interview 

You could be dumb as a pile of rocks and still get the job.You do a role play and a face to face interview and they aren't challenging at all. All they want to know is how available are you and how long you will last. Do you ever wonder why this place is always recruiting? Because people realise how bad it is and leave!

- Training

I was part time and it was 5 weeks "classroom" training and 6 weeks academy training, (on the phones after everything you have "learnt").

They try and make training fun to blind you from the reality of the job. You think the job will be fun and exciting but its the complete opposite. The trainers are always young and feed you BS about how great the job is and the benefits of the job and VOUCHERS. No one cares about getting vouchers, so stop shoving it down our throats. 

The system Chordiant is soo out of date and disgusting to look at. It physically makes you sick. You don't learn how to use it properly in training and you have to learn most of it in academy. In academy, you have people to help you, but they treat you as if you're thick and that you should know how to do it. They're very reluctant about helping others.

Everything you learning in training is pointless because it doesn't come up on the job.

- After training and working there

Your managers are going to be young people who hate their job. They don't care about you. They just want you to do the job. They refuse to do their job to help you to be honest.  They knock off 15 minutes of your wages if you're late from your break, even if its 1 minute. You aren't given the greatest tools to do the job. There's no calculators on the system either. They hate if you take 30 seconds to type up customers notes after the call. They expect you to follow all these quality guidelines on calls, but you sound faker than Kim Kardashians bum. You join a new team after training and they'll ignore you because it's a bunch of cliques in that place. It isn't professional at all. They bribe you with sweets, chocolates and greasy mcdonalds to do your job during team briefs. They like to point it out that the company is doing it for their employee's because they care about them. HA! Completely not true. When you're trying to take holidays to rest, they won't give you them. That's how selfish they are. Would you rather be happy or work in a hell hole like this? Your sanity is more important than this place. 

Management could not manage their way out of a paper bag. Everyone is fake there and they look down upon you.

In conclusion, please do not apply here. You will regret it. The pay is poor and they always get your wages wrong. The job is retentions and you have to be very fake and it will give you mental health issues. They don't care about the employees and you are just a robot to them. They have their favorites in that place and if you aren't one, eg, someone who shuts up and does the job and hits the ridiculous targets, then you be enemy number one. If you're straight up and honest, don't work here. 

Thank you for reading and I'M A TURNAROUND NOT SAVE EMPLOYEE! (Private joke to employee's who sadly work there :( )

Introduction to the company.

Training is pretty solid, however a lack of PC's and IT support can often make it difficult to take everything in as it is very much PC based. You are in groups of around 25 or so, and, dependent on which side you chose, training for me lasted 3 weeks of 5 days a week.
Once training is complete, you and your group are put into something that they call the "academy". This is basically you, on the phones taking calls from real customers, making sales and helping with enquiries, however you have a few members of staff who have been on the phones for a while there to help you out if you need it. There is also an Academy leader, however they were very rarely there, and when they were, was not much help at all!

After Training and Academy

After this, you are separated into already existing teams, with about 3 or 4 other members of the Academy group. This is where the first alarm bell rang: why are we being placed into existing teams. Should they not already be full from previous members (since by the time I joined, the company had been operating for around a year).
Now onto the actual working day/ weeks.

No real structure or work pattern- often switching roles during a shift (inbound and outbound sales).
Shift rota  and working hours bad- 17 week rota, so hard to plan a personal life. 
Management generally very poor- high number of staff with a very low number of managers. Only redeeming feature about management was the team leader (of course I can only speak on behalf of myself and the experience I had with my team leader) as they were very actively involved with all members of the team, both as a group and individually. They took the time to get to know all new members coming into the team and tried to make them feel as welcome as possible.
Bonuses very hard to get- targets expected of you to gain the bonuses are extremely unrealistic, therefore making it near impossible to achieve.
What happens if your team leader leaves?- your team is separated into multiple existing teams, and just expected to get on with it. My new team leader made no effort at all to make me feel welcome, and only a few of the team members (a couple of them i already knew from training) made any form of effort with myself or the other new members of the team that joined with me.

After a while i was told that i would be placed onto a new campaign, Winback, whereby we would be calling customers who had left and trying to "win them back". Training was going to be provided, which i was happy about up until the point where i found out about the extent of the training... A half-hour slideshow. That's it! We were then thrown back onto the phones on this new campaign with nothing but a paper handout (which is funny, because paper was not permitted at all on the call floor due to customer confidentiality).
I asked for more in-depth training to be provided to us, since we were dealing with customers' hard earned cash, but they pretty much told us to shut up and put up.

At that point, I had decided that i had had enough, and handed in my resignation letter.

Convergys promise progression, training, a good bonus, being paid correctly every fortnight, good work/life balance among other promises. The fact is the vast majority of these are lies. They have a huge turnover due to the job and company being greedy and unsympathetic. The fact is they externally hire managers meaning no or very unlikely progression opportunities. They try their best to not pay you your bonus, they'll listen to as many calls as required in order to find the smallest of slip ups in order to not pay, as well as having unrealistic KPIs, which no sane human could keep up with every month due to the intensity of the job (taking call after call after call for 9 hours non stop). The managers aren't trained, they sit on their phones and gossip amongst themselves whilst their agents work tirelessly. Then they'll give you a hard time and threaten you with gross misconduct if you aren't hitting your targets. It's extremely difficult to take holidays unless you book well, well in advance. The basic pay isn't always correct, but you can't check your pay slip due to the ridiculous hoops you have to jump through just to see it (you're then made to feel like it's your own fault for not being able to view your pay slip.) The job itself is intense, constant calls dealing with all sorts (which is fair enough being that it's a call centre) but the frustrating part is the managers aren't trained and you don't get trained adequately as well(4 weeks looking at PowerPoint doesn't count), meaning you can't deal with a lot of enquiries resulting in a fair bit of abuse from customers (more then you should get, there is a helpdesk team who help but it's not always possible) as well as a hard time from your manager. It's not the managers fault though, it's convergys, they want managers to give their agents a hard time to produce results (fear management) and if agents can't hack it then they're told where the door is, and replaced via the conveyor belt, which is fuelled by the false promises as stated. I worked at convergys for 6 months, fully intending to work hard and and work my way up, but the lack of acknowledgement, fear management and the way convergys treat their employees (like numbers on seats rather than human beings) was disgusting. I left and look (and advise others to do likewise) for a company that looks after it's staff. 

Some people do enjoy the job, this is just my view (I know a lot of people with the same view however). The benefits are it's fortnightly Pay, the first 4 weeks are basically the easiest money you'll ever make, and you'll meet some good people on your team, there's a sort of togetherness like 'were all in this awful job together' type bond amongst agents and you'll make friends and have a laugh with them. The Rota isn't terrible but it's not great either. It's a good first job for intense customer service experience or if you're down on your luck and need to earn a few quid to tie you over til you find another job, this is not a long term career like they promise, 6 months max. I'm glad to be out.

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