Lack of communication between managers and front line staff. Call structure was bordering on the ridiculous, very robotic. If you didn't follow exactly you lost large part of your bonus. If you couldn't comply with customers often outrageous demand for reduction in costs then customer gives you bad review this counted against your quality scores even though you were complying with company policies. Computers crashing sometimes several times in a shift. Each breakdown had to be logged or your pay would be docked for time off line. Often turned up for shift and was unable to find an unoccupied desk. It was chaotic and that was on a good day. My headphones were stolen and I was forced to pay £40 for a second hand set. This was taken straight from my wages so I had no say in the matter. During the big holidays there would be treasure hunts for some very nice prizes, unfortunately it was always management and team leaders who found the treasure because agents were not allowed time off the phone to participate. Very unfair and complaints were put down to sour grapes. No work/life balance and if you tried to get time off for an unexpected family event it was always refused. The reason given was that you knew you were working flexible hours when you took the job. It's a pity this flexibility didn't work both ways. They expect 110% loyalty from you, just don't expect any in return
