Good company but the job is depressing - Field Representative Resolvecall Employee Review

short commute easy job good location within Paisley

The transition between training and actually doing the job is too stark. 2 weeks of training (sometimes felt longer than it needs to be) followed by 3 fake scenario calls with someone in QA and then if you pass you're signed off. You're placed in a training room on your own with no support, that environment in itself isn't conducive to being a positive or encouraging experience for the new start. The pressure of that (irrespective of having many years of experience in that line of work causes anxiety which leads to uncharacteristic mistakes). Other companies would have 2 weeks training followed by 2-3 weeks "Grad Bay" where you do live calls but you get extra, more concentrated support. This allows employees to learn while being in a live environment, feel less stressed and actually feel supported. If the company is scared of a newstart making mistakes, they can implement a buddy system where for coaching during a proposed Grad Bay a new start will have an experienced member of staff sitting with them and listening in on their calls and prompting the new start if they see them struggling or like they're going to miss something out. This is easily implemented- One Experienced member of staff helping with 5-7 new starts in Grad Bay for an hour or so each. The actual training itself isn't good at all, a lot of roleplaying with another trainee - some people don't learn well like that and if you're will a partner who isn't good, it's far less beneficial. 1 hour lunch with no other breaks or flexibility to split up your allowed breaks over the day causes the day to feel more exhausting than it should be. Some people enjoy a solid hour, but some would like the opportunity to have for instance 15 min (morning), 30 min (Lunch), 15 min (Afternoon). That would break up the day more. More flexibilty needed. The pay is extremely low and they only give SSP when you're off even though you're a salaried employee (Benefits.. what benefits). It felt that there was no work/life balance. The shift patterns are awful- 8-4 monday to friday but you need to work 9-2 on a saturday which would be a pointless shift as it would be so quiet you wouldn't have much work to actually do so felt like a waste of time. Shorter hours but you need to work 6 days in a row? If you work a saturday you should get a day off in the week- I did this shift for years at a previous job, 8-4:30 with a short shift on a saturday but you get a day off (Thursday) off each week. This prevents burnout or feeling like you have no work/life balance. The outbound call dialler would start at 8am- no one answers their phone that early and the ones that do are always annoyed that you've called them that early and wouldn't want to talk to you. 11:30-7:30.. No one needs to work that late. After 6pm you'd be lucky if you got 4 calls. Again felt like a waste of time. But on friday you do 10:30-6:30 which should be the shift pattern the whole way through the week. The only decent shift with no real issues was 9-5 One of the systems they use is basically a glorified phone transfer service to another company. Yes, easy calls but again, makes you feel like a robot and you waste a lot of time on hold to companies that don't even pick up the phone, so what was the point of that whole interaction? Sometimes you could do a whole shift of basically nothing but those calls which is soul destroying. Everything is scripted, I get that its regulated and somethings are required to be said but again, you're just repeating the same thing 87 times a day, if every call sounds the same, of course an agent is going to make mistakes as you're not using your active brain, just memory so there's a lack of enagement for sure. A solution to this would be to have a call structure rather than a verbatum script- it allows more self-thought for the agent, doesn't sound so robotic to the customer and still wouldnt miss any key points which would be needed to be covered for compliance. There's no programme or link where you can book your own holidays, you're only expected to email your manager and its there decision. felt very unofficial. No internal communication- no access to Microsoft Teams and you're not even able to email anyone other than one of the managers- so if a colleague is helping you quickly you can't just ask them "can you send me that" and you have to go to a manager to ask them to send it over. There's no way of seeing your schedule- they give you a shift pattern which rotates every 3 weeks but sometimes you forget things and you just want to have something to look at to confirm what your working hours are for that week. Genuinely made me feel useless even though the job was extremely easy, wasnt good for mental health. Never felt resentment towards a job in such a short amount of time as working here.

Left to yourself and easy targets

Hard job with angry customers