Pros
Low bar of entry to work there if you're desperate for experience. If you stick it out for a while it can bulk up the cv a touch which is why 18 year old chavs who are thicker than their tracksuit material work there. You'll at least make some friends while you're there but that's true for every company. Free sky package
Cons
Poor management personalities The company being Outsource being used as an excuse to never try to improve the shift patterns. A culture of dissolution is prominent due to the poor working environment An overpriced in house cafe that may be gone for all i know but it still shows the lack of understanding when management pay you the least they possibly can yet host a cafe where you have to pay 20p for water when it was free before the cafe was there. Firstsource responding to these reviews with generic copy paste pr like some random award they were given as if that says anything about the employment "oh sorry your manager is universally hated but we were awarded best management company by.... who cares! This company has an atrocious employee satisfaction. It's become popular to despise working at Firstsource because of tacky employee engagement. Oh the call que is higher than ever and management have no understanding well you can do keepy ups outside and we'll film it for the facebook page yippee. Seriously disgusting attitudes from the management staff a bunch of late 40's bitter people because they've already put too much time into the company maybe. Escalations are dodged like they're bullets. This is a horrible attitude because although i was very good at speaking to customers and 90 percent of people who ask for a manager i managed to calm down, some customers are dead set on it and they have a legal right to escalate a call yet team leaders don't take responsibility unless you hound them. Promotional interviews are done in group environments presumably to give lot of people a chance but it ends up being a cattle cull. The generic response format of this employer should speak volumes, initial apology cite some reward that they got as if that invalidates what the employee experienced, or just saying they value x although anyone that works for them knows that's generic pr 101 Salary really isn't that special, although my manager acted like 18k was the equivalent of striking oil it really isn't and more contact centre jobs offer that salary than don't it seems in cardiff. There's this scheme they did where you have ACE reviews every 6 months which can determine a pay rise however i never got one because minimum wage going up will override it therefore there is zero tenure based reward. With all due respect to the people leaving positive reviews for this company everyone's experience is different but if you haven't worked here for a year or more you may just be in that honeymoon phase so the positive reviews are inarticulate and frankly biased. People who aren't on the phone have a holier than thou attitude and actually treat you like something they trod on, the main exception being SME's who only recently got off the phone so still feel the need to impress management and understand the guys on the phone the most. The new sales department is a fundamental joke and here's why. Over every day and week you have to sell sky tv to over 50 percent of your calls now at the start that doesn't sound that bad however you have no control over who calls you and why maybe a customer who is already with sky calls new sales to get through faster, maybe someone who is new calls you for advise rather than use the work tools provided to look for the answer. Now say you have 10 calls and have done 8 sky tv sales, fantastic although the days not over so say if the next 10 aren't sales whether they be existing customers or colleagues calling you or just people who don't take the offer then the sales you got are now void and you don't get commision, so it is quite literally a sales job that takes commision you've earned back away from you, one time at the end of the day a new sales agent called another new sales agent trying to get through to the home move team and in doing so altered the agents stats enough to take his commision away from him through no fault of his own. This is a stupid system because no sales job should discourage you from speaking to customers yet this one does as shown by the blatant amount of call avoiding from agents who had already hit their commision targets and i honestly can't blame them for that. If you stick it out a bit too long you'll feel drained and lose confidence in yourself which unfortunately i've seen a lot of in ex firstsource employees, in some of these reviews and experienced myself to a degree. The progression system is insulting, built on ridiculous roleplays and lack any sense of competency testing through 1 on 1 interviews. Exhausting calls ques over 500 to 1000 in the que meaning you can never actually complete the workload.