Toxic culture - target driven and no customer focus - Retention Manager BT Group Employee Review

Very toxic call centre culture. Heavy, heavy focus on stats is almost unbearable and suffocating. There is an undercurrent of corner cutting which leads itself to manipulation of impossible stats to achieve. The problem is this begins at management level so culture is wrong from the get-go. Customers get the brunt of the toxicity by being reduced to a number and not a person. Miss-selling is rife. Products pushed to those who have no need of it for the promise of the bonus for the adviser. Little to no consideration of the human being on the end of the phone. Offered impossible deals to stop customers leaving by other sites (or the colleague that sits right next to you) that cannot be replicated. Most struggle to make it through a year of service and it's not hard to see why, The relentless nature of the role is hard to stomach.