Constant fear of job stability.
Pros
Potential to earn good money via overtime.
Cons
I've been working for Appello for just shy of 10 years. In that time, the number of management restructures is worrying. The last being just 13 months ago and another currently happening now. Its concerning a company that's been around as long as Appello hasn't figured out a management structure that works. The company also keeps looking for new contracts to take on, even though both operators and management are struggling to manage the call volumes we're currently receiving and don't have enough operators to manage the calls, let alone add to the pile. There is constant worry from both operators and management in regard to the job stability. It actually gives a sickening feeling, not knowing your job is safe because another restructure could be around the corner. The whole dynamic of the company has changed. When I started they genuinely cared for operators and treated everyone equally. Now, everyone is treated differently. All they have to do is claim stress or something else and they don't have to call handle half as much or do particular tasks. But if you're dual trained, and one side of the business is quiet, you're expected to jump from one to the other, whilst other operators who are only skilled in one department get more downtime. There is no benefit for being dual skilled which benefits the company more. Both out of hours and telecare operators who can only call handle on one side of the business are paid the same hourly rate as myself and all the other dual skilled operators who handle more calls and more stress. Performance based salaries should be introduced to make it fair for those who are working harder and supporting the company more. I'm at a point where I'm looking for other jobs because whenever I'm due to work a shift, I feel sick knowing what it's going to be like. We also used to be an emergency helpline for genuine emergencies. We're now a babysitting service and have to accommodate all types of calls, whether it's listening to someone complain about something, or just want someone to talk to. That's what our customers now expect and the management allow it. This causes people with genuine emergencies having to wait longer to be spoken to. So much needs sorting with Appello. But management don't listen, I've filled out a number of employee engagement forms and explained this several times, but the negative feedback tends to be ignored. Then an email is sent out thanking everyone for the positive feedback only.