There is a lot of encouragement at the start of employment around career progression and moving within the business. While these opportunities do exist, I think expectations could be managed more realistically, as it simply isn’t possible to accommodate everyone who wants to progress or move departments.
Although there are development pathways in place, it can sometimes feel as though opportunities are not accessible to all employees equally. This can create perceptions of favouritism or leave some people feeling overlooked, even if that is not the intention. With many employees interested in moving to different departments, competition for vacancies can be high, and when multiple people apply for the same role, it can leave those who are unsuccessful feeling discouraged.
Calls are monitored regularly, which I understand is important for quality assurance, training and compliance. However, the process can sometimes feel overly intense and intimidating. At times, feedback can come across as quite harsh, particularly when advisors are already performing well and working hard to deliver a good service.
The contact centre team is at the heart of the business, and the workload can feel relentless, almost like being on a hamster wheel. Burnout is a genuine concern, and I believe greater recognition and appreciation for the work advisors would have a positive impact on morale and wellbeing.
