customer service representative

fraud analyst

team leader

client advisor

customer service team lead

Teleperformance

Teleperformance, where the goalposts move faster than you can.

The culture on my team was heavily focused on targets and metrics, often to the point where employee wellbeing appeared to be a secondary consideration. There was constant pressure to achieve performance figures, even when process changes, system issues, conflicting guidance, and workload realities made those targets increasingly difficult to achieve.

Over time, there was significant role creep. The complexity, responsibility, and volume of work increased substantially, with continual procedural changes, additional requirements, and expanding expectations. However, there was no corresponding sense that workload, targets, grading, or remuneration were being reviewed to reflect these changes. Employees were expected to absorb more responsibility while remaining accountable for increasingly demanding performance expectations.

I experienced pay-related issues where time was marked as AWOL and pay was affected without what I considered a fair investigation, meaningful discussion, or opportunity to explain the circumstances beforehand. This significantly damaged my trust in management and HR processes.

The disciplinary and investigation processes were some of the most stressful experiences of my working life. Meetings were often arranged with little opportunity to prepare, and I frequently felt I was being questioned in a way that sought to build a case against me rather than understand the underlying circumstances. The process felt punitive rather than supportive.

There was little confidence that raising concerns would lead to meaningful action. Concerns about workload, process design, targets, management decisions, and operational issues were often dismissed, redirected, or treated as irrelevant to the immediate discussion. Employees were expected to adapt to constant procedural changes while remaining fully accountable for outcomes, even when barriers to success were outside their control.

The atmosphere became one where people focused on protecting themselves rather than openly discussing problems. Open communication was discouraged, criticism was poorly received, and management responses often felt focused on compliance and metrics rather than understanding the realities of the role. Psychological safety was lacking, and many employees felt under continual scrutiny.

Some colleagues were supportive and hardworking, but overall I found the environment highly stressful, heavily monitored, and lacking in trust. I left with the impression that performance metrics mattered far more than the people expected to achieve them. The substantial turnover experienced within the team during my time there reflected many of the concerns that employees repeatedly raised but felt were never meaningfully addressed.

The opinion of this company can vary from person to person as Teleperformance works with clients and in campaigns. Usually larger companies that will outsource their contact center work to them.

As my first job, it was a great start, I was finally able to earn my own money, and the job seemed fairly easy to do once you get used to it, I had people around me that I was able to socialize with and managers I got along with.

Over time the quality of the environment, the people, the work itself, and the client deteriorated.
Targets became impossible to reach, considering the client I work for, we had primarily inbound contacts, consisting of mostly complaints for the company , which would be very regular and very long. Quite a lot of the people that called us would be incredibly abusive and keep you on the phone until they got what they wanted.

The company seems to scrape the bottom of the barrel for employees, most of them seem to ignore the training, asking for help very often, even for simple things that they should already know. Some employees even go as far as avoiding doing the work entirely. This continued for years, with no  effective punishment.

The pandemic affected lots of businesses however when 90% of our workforce started working from home, the company decided to downsize and move to a smaller building. This prevents those of us that wish to work from the office again doing so as there is no longer space for this. Not only that, but the amount of money that they are saving from moving to a smaller business and they don't offer any assistance with running costs for the electric and wifi that we are using for their equipment.

There is very clear favouritism between managers and certain people. These certain people are offered other opportunities to progress within the job, to line management, quality assurance, or other such roles within the business.

On the subject of line management, whilst some of them have been competent and I have been able to get along with them. There are others that have been hired with no prior experience in their role, or no experience within the industry they have been hired for, and an experienced agent usually has to provide help to them because they aren't fully familiar with the job.

There is no opportunity for overtime, the scheduling team make many mistakes when arranging holidays, often completely ERASING holiday you've had booked for months, and a lot of breaks overlap meaning that there are often not enough people taking phone calls to take all of the calls waiting.

The best part of this job is that once the day is over, it's over. you don't have to think about it apart from the extremely rare occasion that they actually care about being understaffed.

My experiences with Teleperformance were nine times out of ten poor and the other time was the pizza they bought for the next batch of people who would leave after a few weeks.

Your standard day would be a rush to get in as they wanted you in 15 minutes early to set yourself up before you even started your day properly as still setting up on company times was a big no-no which over the month adds up to 5 hours off unpaid time for the company.

Then there was the rota, due to transport I made the company aware I could not get there before 9 as the earliest bus available to me was at 8:30, however on more than one occasion I was given the 8:30 start time, which I had explained I could not do and raised it with managers and colleagues trying to swap out of a shift I would be missing half an hour of and the unofficial 15 minutes extra, but nothing was ever done about it.

The management there spent a lot more time in "meetings" and "conferences" than on the floor which made already angry customers on the phone all the more cheerful when you had to explain to them there was no manager that they were desperate to speak to, which upset the customer more and they got increasingly angry at you for it. 

In addition there assessment scheme they had when they picked random calls to monitor, it was designed purely to go against the agent, as they spent more time pointing out flaws and trying to catch people out than saying what they did well or how they could improve.

The people working there like in most contact centres are what make the job bearable, over time this was curbed out by moving people further away from each other making the long hours even longer.

The hardest part of the job was wrestling with the systems they had in place to process each customer, they were very dated systems that took a long time to load, because of the nature of what was being dealt with people were not too keen on small talk over the phone they just wanted to get it over with as quick as possible, however if there was no talking for 10 seconds the assessment would be deducted by 15% which would cause an instant fail on your random assessment. So every 10 seconds or so if nothing had loaded you would be repeating it’s just processing as saying anything about the systems being bad or not amazing would also lose you 15%.

The only enjoyable part of the job was the end of the day or the 45 minutes you had for a break and lunch to get away from the job and try and recompose yourself into something almost human before going back out to struggle against the wall of poor systems and managers.

Training for this role was okay, training very well put together for the first campaign I was on just not enough time on all the systems before being put on calls. Once on calls it is stressful especially when there isn't much floor support, you are told to place a customer on hold for no more than 4 minutes, but it would usually take over 4 minutes to find support. As the campaign was beginning to ramp down typically this is when I started to become more comfortable in the role, was able to deal with customer queries with minimal help from floor support. I was then told I would be getting moved to a different campaign (one in which even in my interview for Teleperformance was told if you are offered this campaign do not go or ask to be moved to a different campaign, a statement which was then repeated in training and just before i got moved to this campaign) which wouldn't instill confidence in anyone. For myself this campaign is difficult to understand, training wasn't really helpful as no calls are the same, it was a lot of jargon and T&C's to remember which only confused myself more, you're told its all on the system in front of you, but when you don't understand it it does become difficult my first day on calls there wasn't enough headsets, name was taken from floor support and told to sit and someone would get me a headset, I started my shift at 11 and wasn't given a headset until 4pm, continued to ask floor support throughout this time about getting a headset and was told would just need to wait until other people had finished their shift, not exactly building my confidence over the day, by the time I finally got a headset I was completely over the day and dreading taking calls, the first call my hand was straight up, the floor support was great and had a final query in regards to the call when i raised by hand again and had a different floor support staff who seemed to be really over the day and agitated was quite cheeky and standoffish with me and told me that the call should have been transferred right away to a different department. That made me feel like the floor support where over helping me. I noticed another department were looking for staff asked if i could be transferred to them was told to apply as normal, but to give this campaign more time, explained I was totally struggling and not coping well, then instead of seeing if they could internally transfer me was told I would need to go about by handing in a notice and waiting to see if i would hear back. I have outside responsibilities so couldn't up and quit my job in hopes of possibly hearing about this 1 job. I'd advised to avoid this. Staff make this job enjoyable thats about it.

(Sorry for how long this is)

The people are pretty nice, and I think if you have a thick skin and don't mind not really knowing what you're doing on calls and are okay with feeling like you're performing badly every work day with little support you'd probably be fine, but if not it'll most likely be a miserable experience as the company seemed poorly managed.

I started on a temporary campaign and then switched to a permanent one during which it became clear that all the company cares about are the number of calls you take. I started the training for the new campaign in a group of around 30 or 40 people and was 1 of 4 people left after finishing the training that was supposed so be 4 weeks long but was cut short. 

First live calls are always nerve-racking for many but in this situ the training didn't prepare us for live calls at all and there was little to no support in grad bay for our first few weeks on calls with lots of contradicting guidance floating around for both campaigns. I also overheard a manager on a pc behind me talking about how no-one in management knew what was happening on the new campaign. There was no structure for call monitoring and no matter how hard someone struggled on the new campaign they wouldn't switch us back to the temporary one if you'd completed the training, despite still recruiting from the outside for the old temporary one. (I only learned through another colleague after finishing training that if we had missed 3 consecutive days of training we would have been moved back to another campaign.)

Management didn't seem to care how badly you thought you were doing or whether you cried at your desk due to the pressure and didn't take us seriously when another colleague revealed how much of a toll this was taking on their mental health. It took weeks for me to be able to view my new contract as each manger I asked had a different response and couldn't really help until I eventually asked someone who was able to send it to me on the spot with no hassle, so I think with a lot of things management just weren't told things and there were lots of mixed messages. After asking multiple times to move campaign and trying to stick out the live calls for a month I eventually quit, which I guess they were probably waiting for as there's a high turnaround in this sort of job.

I think it has to do with the campaigns as I have a friend in a different campaign and she was shocked when I told her about some of the stuff that were happening with me. 
You have training that it's of no use when you start working. You 
are not provided with the most important information, like you need to register in a specific place to get access to your payslips, that when sick send a text, call (leave a voice mail if unanswered) and call again, as each supervisor will deal differently. Some don't accept texts and will mark you as AWOL though the previous times you sent, the supervisor in charge accepted. Even if you speak with a supervisor there is a chance you end up AWOL, so you need to always double check everything!
The problem is having the time for that, as you are not allowed to put yourself busy to check those things as well as read carefully all communications, these have to be done while you're on the phone. But if you are not able to as the lines were busy your name shows up in an email about communications that need to be acknowledge!
Also in training they don't tell you that you get paid by the time you're logged in with your phone and is very sad finding that out after some months, specially when most of the times that you get logged off you are actually working like leaving a very important note or sending important emails, but the managers just put you back on the line; you don't answer the call so you get logged off.
There is a lot of misinformation and the managers are not helpful, polite or with the knowledge. And they tend to laugh at your questions or look at you like you have "dumb" written on your forehead, that makes you feel afraid to approach them when you have questions. Other times they don't know the answers as they never worked with the system and tell you to ask a colleague, which can prove to be very challenging at times since everyone is on the phone.
They advertise and ask for people with incredible customer services and that put the customer at the heart of everything, but that's not true. As long as you're good at selling and upselling, you'll be fine! But if you actually listen to the customer and try to help them the best way you can, the same way you would like others to help and treat you, they don't even pay attention to that. It's not measurable.

Firstly I will make it clear that most of the staff are pleasant people.  Our trainer was a great guy who was good to work with, however the training wasn’t really sufficient for what we would be doing and seemed a bit rushed.  We only very briefly covered Average Handling Times (AHT) from one of the managers, and little mention of quality monitoring, these are the basis for analysing advisors performance.  We also wern’t given any training on how the phones work and standard procedures.
  
Once out on the floors, it was easy to do simple loyalty calls, but the flaws in the system quickly became obvious.  2 systems are used for handling customer accounts, due to the fact that they started designing one and then decided they need another because the first didn’t fulfil more than a few of their requirements.  This means switching between systems to find customers and dealing with the inherent limitations of each.  Noone in training received feedback on call quality in the first week, and even though later on some of the Quality Monitors would sit with us and give decent feedback on a few calls (about 3 or 4 out of hundreds of calls performed), we wouldn’t get feedback for our quality scores for the week, which is what really matters.  The same goes for AHT.  If an advisor makes a single mistake regarding Data protection, that will fail their quality scores for the ENTIRE WEEK.  They also still use the term DPA WHICH IS ILLEGAL, as this has been replaced by GDPR.  A lot of the quality scoring is on little things like saying thank you whenever a customer gives you a piece of information, rather than the task at hand.

Many customer’s problems cant be rectified.  What to change or amend an order? Forget it.  Curiously, the couriers can change delivery address but not us.  This angered many customers.  When a customer receives an order they can simply ring up and say its damaged or missing items, and we would be obliged to refund or replace it without question (provided the returns history doesn’t show an obvious pattern of repeated exploitation).  The standard policy when a customer gets annoyed is to offer them a few pounds worth of advantage card points.  One particularly bizarre policy is never to say sorry to Irish customers, as the company thinks it ‘admits a problem’ and ‘plays into their hand’.  

Overall, The performance of Teleperformance is pretty poor.  I wonder if Boots knows that their insource company is really so incompetent.

Don’t bother with this company if your in the Luton area honestly just don’t they will play you around like your nothing just but a number to them. Always begging for over time yet fail to give you the money that’s owned to you. You’ll never see your contract or get a copy of it. It’s so unprofessional and so stupid. Within my time working with this company Iv seen far too many people dropping out or getting into trouble when they have done nothing wrong honestly the mangers are a joke they don’t even know what they are doing or know how to to help you with when you have customers on the phone they just send you off to someone else so they can help yet at times they speak to you like they know everything and they know what they are doing BUT get all of the information wrong and talk to you like they already know the issue your having when dealing with a customer that’s after something. Yes they will act like they already know the information your about to give them. Not only this but they moan about how your not on the calls because your getting the help you need and all yet what do they do? Sit at there desk yelling at everyone just to pick up the phones while they have convocations they should be having in another room but no they are having them right next to the workers while they are on the phones to consumers letting everyone hear anything and everything oh don’t worry they will talk about you behind your back and laugh about it.  if you booked holidays you might as well not bother you won’t get them at all or they will just mess you about with it like they have with all of us who’s working there now. If you want to help the customers to the best of your ability you might as well not bother trying because taking calls are More important than helping them. Got a call back you was meant to do? Don’t bother you’ll be moaned at for that. Got to call the service that fix the appliances? Don’t bother you’ll be told your wasting your time and you could of taken another 5-6 calls. There’s also a issue where if your not on the phones dealing with inbound calls and your dealing with emails, touching up on a ticket you just did or outbound calls they watch your every move ask why or what your doing you explain they moan at you for it and threaten to take your pay away from you even if you go to the toilet or even to get some water. Yes I got moaned at just because I went to the toilet and to get some water and they didn’t care at all after they moaned at me for it. Honestly just avoid this company at all costs

I joined the company in 2008 when it was called BeCogent Ltd, despite another company taking over, the practices remain the same.

When I applied for the job and all throughout training, I was told the role was about providing top class customer service with a small bit of selling. So I started my training and thoroughly enjoyed it. I thought I had landed a wee gem of a job....Then I got on the live floor.

Anything I was taught in training bar security procedures were thrown straight out the window. Its a sales environment and most team leaders will constantly hound you if you don't perform. Speaking of Team Leaders 92% of them had no clue about any of the business procedures and quite often had to ask floor walkers or coaches for assistance. A lot of these floor walkers and coaches were arrogant and treated you like a child. Their idea of "coaching" was listening in on a few calls with you and then basically pointing out what you did wrong in the most patronizing of ways. Overtime is another scam they have running, despite it being optional, Team Leaders will literally hold it against you if you turn it down. In fact one time I turned the overtime down, My Team Leader said "Well I'll remember that the next time you need a favor off me". Yep they are that petty!
Then even if you do agree and do overtime, they are always late in paying it or in some occasions don't pay it and hope you forget about it. And on other occasions, when the center was experiencing a high volume of calls, they would ask you to give one of your breaks up and get that time back another day to leave early etc. I must have clocked up over 5 hours and never got any of that time back, always using the same old excuses like "its too busy today" or "we're understaffed today" yet, if you were late to start your shift by seconds they would jump on you for that. 

My biggest gripe of all was the clique mentality, you could be the hardest worker in that place, but if you weren't one of the "in" crowd you has no chance of progressing in the company. 

these are just some of the many double standards I experienced working at this place, I could go on but I've not got all day. My advice is avoid this place, there's a good reason why they are always hiring people, because most sane folk see sense and leave the second they find something better. And if you insist on working there, then treat the job as a go-between till a better job comes along.

My day would involve a variety of calls from customers with problems/queries with their applications, the process, evidence required or just to check their eligibility for our clients product. It can be challenging but who wants to do the same thing over and over again!?! I have learned so much in my time here, not just about my role, about myself too, my strengths, my weaknesses, and have been given the time to attend different sessions on how to address these.  We have a great mix of people here, real salt of the earth types who would do anything for you.  Where this place excels is how they treat you, if you work hard, do your job properly and are not just after a paycheck for as little (if any) work as possible.  My own personal experience the support has been tremendous.  Having had some major personal and health issues, I have been given all the support I could hope for, above and beyond what you would expect from your employer, allowances have been made for me that to be honest have been a shock but greatly welcomed and will never be forgotten.  I have now got myself back to where I want to be and have recently been handed a new development opportunity that I can't wait to get started.  I have worked in several call centres and have never experienced or witnessed support like I have here. From reading other reviews I can only say this - if you are not willing to get to work on time and do your job properly using the support available to you then yes you will know about it.

We have regular activities and nights out if you like to get involved or employee benefits if you just want savings/freebies. In our role you can also get up to £100 each month in a points scheme that you can use online or buy gift cards with (show me the money!)

Only bad things I can think of are lack of an actual canteen (although they are limited to the constraints of the building being leased, and there is a kitchen/mess area), and maybe the option to have a fixed shift pattern, although I believe this may be an option for the future.

In summary if you like a challenge, are motivated, if you feel like you have skills but no one is watching, if you have ideas, but no one is listening, well we're watching, and we're listening........so bring it on

Top Job Titles	Average salary
Customer service representative 297 salaries reported	£26,096 per year
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Client advisor 7 salaries reported	£21,199 per year
Customer service team lead 15 salaries reported	£31,000 per year

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