Unreasonable working hours, you have to be fully available Monday through Sunday between 6am and 11pm, with no rhythm or consistency at all.
Internal chat system is used by the whole company including China and other sites in Singapore etc. which allows managers in China to contact you to go back online if you have been unavailable after ending a call for too long (aka 2 minutes).
Team Leaders in the Edinburgh branch are unable to offer solutions as this power is kept in China, but most employees here don't speak English so the issue is misunderstood and not resolved which makes the customer call back angry while there is no solution for the agent.
During the time work was fully remote new agents were being hired who had never met anyone in person, which made the weeks after training incredibly lonely. Using the chat function to ask more experienced colleagues was difficult because with different shift times it was impossible to figure out when were online and sometimes a reply to a customer would take a solid 5 minutes while you have a customer on the line or hold. Incredibly stressful.
English language line would accept calls from all over the world, so in Edinburgh you could one minute talk to someone from Surrey, and the next with Karen in Connecticut and then with someone in India, which meant different attitudes and demands and heavy accents all the time. Made me nervous to answer the next call not knowing what to expect.
