Customer/Partner specialists very well pressed to reach unrealistic targets. The job is stressful per se like in other call centres; some agents speaking some languages are most of the time on the phone listening to both realistic and unrealistic complaints(really demotivating task), whereas some others work on the picklist only (which is equally bad for the PSAT/CSAT, KPI related to the quality of the job as it is related to unresolved past cases) and listening to the music.
-Changes of procedures occur continuously.
-Quarterly bonus set to meet expectations only (almost impossible to exceed them).
-Booking Annual Meeting (BAM) in Amsterdam “transformed” (read “cancelled”);
-Many positions (Guest Reviews, CRA etc) disappeared and or fused with other departments within few months, forcing many employees to leave the company;
-contact per hours (the second most important KPI which shows the productivity of the agent) is measured on number of calls received, not any more per single item. Good luck!
- small properties heavily strangled by the rules dictated by the company.
- A lot of Bookers do not know how to use the website to reserve rooms/apartments. Not user friendly at all.
Internal Promotions:
the pre-selection is based on the above-mentioned KPIs. Absences in the past might influence the final verdict. However, it is the grade of connection you have (networking inside and outside the office with the key players) that will give the opportunity to grow professionally inside the company, despite the ridiculous videos prepared in the headquarter want to persuade you that meritocracy is key.
Seniors:
Most of them are not very approachable, they undergo a metamorphosis once they leave their previous job as simple agents.
Team leaders:
Their main duty is to report who complains too much in their own group to their line managers who know how to get rid of them. No leadership skills, no technical knowledge of the software, no knowledge of the easiest procedures (this is especially true for those hired externally). Most of them belong to ONE NATIONALITY.
Customer service managers:
They are in competition among themselves (and the rest of the offices worldwide) they push their team leaders to get from their teams the best KPIs in order to get bonuses.
Also here, only ONE NATIONALITY. Does the obsession of their motto “The right people in the right place at the right time” want to suggest that other nationalities are not good in managing a call centre office??
HR:
They work for Management, despite they hypocritically claim to support agents (which is the majority part of the offices)
and that the internal promotion process is clear and fair.
This department has the courage to send to some of its former employees an email to refund the company some money (the amount varies from €50 to €500 and sometimes more) as they calculated their last payslip incorrectly and blackmail them in case they will not give money back.
Here again, only ONE NATIONALITY.
