Constant pressure from upper management to achieve unrealistic targets. Staff are overworked and not appreciated which leads to a revolving door because everybody who works there hates it. The blame is always on the agents, never the management who make decisions without consulting the people who actually take the calls.
Strict call auditing which is designed so that the agent fails, (E.G "It was a perfect call, BUT you didn't ask him about this one minor detail which wouldn't effect anything, so therefore you fail!") Failed calls lead to meetings with management, threats of disciplinary and dismissal. No positive encouragement, there's a "get it right or else" mentality.
Laughable bonus scheme which demotivates staff who are already underpaid for the type of duties they are expected to perform. Last year staff actually managed to hit an unrealistic target in one month, our reward? A Twix...
Progression in the company is limited and those who do progress are either family members of management or within the clique. Treat long term staff like dirt and treat new staff as disposable. Constant sackings and high long term sick rate. Team leaders are essentially agents who don't take calls, they have no power whatsoever and often moan more about management than the agents.
The job role itself is easy, it's the environment that Wescot has created that makes it a horrible place to work. It needs big changes, higher wage, realistic bonus, less stress on the agents, less stress on the team leaders, better shifts.
Honestly, don't work here. Go work for another call centre which doesn't pretend to be something it's not. You'll find no hope here, turn back.
