Working at Epos Now you will be expected to meet all of your KPIs in order to receive bonuses on top of your usual pay. This means that for most of the day you are on the phone you are expected to be in phone calls back to back without even 2 minutes to breathe in-between. Every day you must log into Vonage which is designed specifically to track exactly whether you are on the phone or not at all times- and is actively monitored by management every minute of the day. You are allowed, cumulatively, 20 minutes maximum away from your desk per day. This is referred to as your 'comfort break' - which you HAVE to set your Vonage to every time you leave your desk- this includes for activities like smoking or using the toilet which you do not get extra time for.
Additionally, you can receive bonuses for successful 'integrations' (calls where you get a customer to set up their card machine) which you are encouraged to call customers multiple times a day to organize. Unfortunately, while you are assigned a specific amount of customers, other employees can (and will) 'steal' integrations from you by calling your customers and booking them with themselves instead so that they can claim responsibility for that integration and get the bonus instead of you. This competitive environment is encouraged by management who set experienced employees higher and higher targets so that they must take extra steps at other's detriment to receive this money.
Management also encourages an excessive amount of phone calls per customer, often asking you to call and email at least once or twice per day if a customer hasn't booked training with you to meet targets- often causing customers to block you or yell at you when they finally do pick up due to the amount of calls, voicemails, and email templates they get. Additionally, when management decides that something is a problem (such as not enough accounts being called or sessions marked as complete) they will formulate hasty, ineffective, and inconvenient solutions and make them mandatory. Such as monitoring exactly who in a list of accounts you do call and who you don't so they can interrogate you later. Or a janky salesforce update that causes delays because it wasn't tasted and doesn't work but you aren't allowed to not use it.
Oh, and the products aren't even good. Some of them everyone knows hardly work so you'll always have angry customers from known issues that just aren't fixed. And don't even think about hoping the complaints team will fix anything, they will ignore both you and the customer by any means necessary. Also because the turnover rate is so high you usually have maybe one or two people in the office (maximum) who know how to fix specific problems or who have even seen an old version of some of the tills- and by old I mean maybe 2 or 3 years old. Everyone is always running around the office to ask people questions whether they're on the phone or not, all while blasting mediocre pop tunes on the speakers. Sure it made the team closer, but at times where there weren't enough people to make all the calls booked for the day the stress in the office was palpable.
