Where do you start. Training is minimal- it’s a case of get you on the phones as quickly as possible - forgetting people learn at different speeds.
The way some senior management ( ACCM) feel that they can talk to you is appalling- but nothing will get done because they are in that position.
Lack or knowledge is abysmal- is anyone in the place ACAS trained? Processes aren’t followed at all.
Duty of care can’t be in the teleperformance handbook!