I would definitely say there’s too much KPI’s to keep up with but that’s typical for a call centre job but worth noting if you don’t like a KPI orientated environment. Holidays are not always accepted - there’s been times I’ve booked it off more than a month in advance and have been rejected. The holidays are something i struggle with massively because it’s hard to know months in advance when you need it off but at the same time, I can understand that they are extremely busy but this is definitely a con and they need a better system because it’s hard to know when you need the day off months in advance and I have lost out in family’s important days or social outings. Sometimes management let you use your own judgement when dealing with customers (refunds etc) but then question when you use it - can be annoying but each person has different judgements and I feel like delegating decision making powers to advisors is really helpful but sometimes comes back to bite you when they feel like it was the wrong decision though you think it’s right (again it comes down to judgement) But overall, the pros outweigh the cons.
