APAC Customer Services Employee Review

Pros – Constant feedback with regard to performance, good incentives for those who go above and beyond, generally good first and second level management.

Cons – Inconsistent information and answers regarding client policy, incentive system has too great an element of luck involved (e.g. one can be effectively barred from incentives by following policy, assuming one has sufficiently bad luck).

Advice to Senior Management – Attempt to get information out to the call floor on a more regular basis. Print more materials expounding on new and changing policies, as it can often be a game of telephone by the time it gets down to us in the trenches.