Technical support - Recensione dipendente - IT Analyst presso Sage

I was in the technical support of their most developed product as bilingual tech support. Sage is an awful company to work. The managers always put pressure on you to take calls. You get warnings and they chat you as soon as you are not right on time with the rules. You have basically 4 mins after call to get back in queue. If you want to go to the washroom, they will chat you right away to ask why you are not on queue. They give you the illusion of a career plan, but it's fake, they need SO MUCH french speaking that they will never let you go. Once you have reached the support it's forever. Also something really bad that I had to go through pretty much everyday and which shows how poor is their management: managers are thinking only about their stats, so as soon as a call was reaching 30mins of waiting time in the queue, they were asking to bilingual agents from a different product, to pick up the call and ask if they wanted a callback (which never happened) or to put them back in the queue. However, because you picked the phone if you put them back in the queue, they start waiting from the beginning so they might wait an extra 30 mins. The only reason for that is the stats of the manager. So, they are supposed to provide the "best customer experience ever" but it's actually the opposite, only the stats matters even though employees are stressed and tired and customer angry.