AB Consultancy – Brighton, England
Store Manager - Retail Manager Exciting opportunity in the Brighton area Up to £28,000 Great benefits + Excellent Bonus • Performance related bonus… CV-Library.co.uk
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I worked at ABS full-time
If you have very little to no experience in a technology call center you can still get hired here for a average to low wage which is still a foot in the door for that type of work so good for fresh out of high school or college. The company DOES acknowledge, thank, and award people for productivity achievements. However those are usually dominated by the two or three work horses that work from home and will pick up any shift at any time which really negates the competition for the other 97% of employees.
The owners are mentally stuck in the business world of 1950's and demand full business attire for average to low wage call center employees. The excuse they use is that they sometimes bring customers through to view the call center which is true but happens only a few times a year and could be easily notified ahead of time for. There is also next to zero career advancement opportunities or training. When confronted with this a weak Microsoft certification plan was hatched that did not guaranty any form of raise but allowed them to charge customers more for your services. The owners need to sell off this business or hand over the reigns to a competent, forward thinking, technology driven individual, it is drowning in it's old school ways. Every small advance in internal processes or external service offerings was rolled up hill by determined employees while the owners pushed downward. I was surprised to hear other reviewers rate the life/work balance as high. This must only be true for people not in the helpdesk as I know the helpdesk, teamleads, helpdesk managers, project managers, all work far too often and too often for free trying to meet the oversold promises of support levels in regards to answered calls and 24/7 coverage.
Advice to Management
You have done a great job building a successful and stable business. Now step aside. You should no longer be involved in the day to day operations, you should not have an office in the building, you should not drop in between fanciful fun rich people vacations where you dropped thousands of dollars on humanitarian causes, the arts, or endangered species and then proceed to buy the lowly grunts some crappy cheap pizza not of their choosing. If you are going to flaunt your wealth you should pay your front line team what they're worth because it's their attitudes and hard work in the face of overwhelming customer stupidity that keeps your ship afloat. You should be the silent, never seen, idea of ownership that terrifies people while at the same time garnering their respect. Until this cycle of hiring the neediest people that will work super hard for the lowest bid ends, you are just a stepping stone that weeds out and keeps the techs that aren't great while others develop the industry skills needed then move on to jobs that pay better. This puts your teamleads and managers in a position of constantly having to train the lowest common denominators and rely on them to grind out the hard work for the 'cheap accounts' while your decent techs work on the 'priority accounts' until they get fed up and leave or you throw them a bone and they become leads or supers which is the end of the promotion ladder.