Having worked at I.B.M Greenock (UK Technical Support)
My experience is:
1. Poor working conditions and equipment!
2. Poor wages and increases.
3. Lack of relevant training.
4. Racism and bigotry in the workplace is common.
5. Bullying witnessed on a regular basis.
6. The small clique of individuals who won't take ownership of workloads.
7. High pressured environment, constantly told to quickly log calls and get back to answering incoming calls shouts of " get Available there are calls queueing" and use of obtrusive screen popups.
8. Large number of staff leaving.
9. Constant change of policies and practices.
10. Use of legacy software that regularly crashes.
11. Inept Team Leaders who cant deal with escalations and difficult situations
12. Lack of team meetings and no feedback on group and individual performance.
13. General feeling of apathy no motivation or encouragement.
14. Workers undervalued.
They say after the interview that the environment is nothing like a call centre however you soon find that you are measured on the following:
. Time Available (Waiting on a call)
. Time on call.
. After call: (Used to do admin work when call ends, such as book engineer visit or ordering of parts / booking in a machine to a repair centre. When in this mode pressure is applied for you to pause what you are doing and be available to take mmore calls.. this results in mistakes being made by agents whereby parts are wrongly ordered)
. Breaks
Also agents are monitored:
. Fix-on-phone
. Parts sent out.
. Engineers sent out for visits
. Amount of machines sent to depot.
The Contractor (Non IBM Employee)
Largs
United Kingdom
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