Travailler chez XLN | Glassdoor.ca

Présentation de XLN

Londres, Angleterre (Royaume-Uni)
Entre 201 et 500 employés
2002
Entreprise non cotée en bourse
Fournisseurs de réseaux câblés, de services Internet et de téléphonie
Ne sait pas / non applicable
Concurrents

BT, TalkTalk Group, Virgin Media

Avis des employés XLN

  • « Low paid sales job in disguise »

    StarStarStarStarStar
    • Équilibre travail/vie privée
    • Culture et valeurs
    • Opportunités de carrière
    • Rémunération et avantages
    • Dirigeants
    Ancien employé - Inbound Call Handler - Sheffield, Angleterre (Royaume-Uni)
    Ancien employé - Inbound Call Handler - Sheffield, Angleterre (Royaume-Uni)
    Ne recommande pas
    Point de vue négatif
    Désapprouve le PDG

    J'ai travaillé chez XLN à temps plein (Moins d'un an)

    Avantages

    Members of the lower management (bar one) are genuinely caring people who do want the best for their staff, but they are consistently hamstrung by senior management.

    Inconvénients

    Firstly this role is always advertised as a customer service role, which isn't true. There is a heavy expectation to meet sales targets, although there was a mention of cross selling products during the interview there was no mention that there would be such a heavy focus on up selling products. When I have seen this being challenged before it has been met with a consistent "this is the job, like it or lump it" attitude, or in the case of one of the team leaders, being told XLN's customers are basically stupid and to just "push the sale through".

    You will also be expected to lie to customer regarding a pre planned price increase that is built into every single customer's contract, which they are not told about at point of sale. The Tariff Health Check comes anywhere between 6-12 months into the customer's contract with XLN and results in an increase of £3-5 + VAT on their monthly outgoings. XLN excuse this by adding on international calls and calls to 08 numbers (even if the customer has never made a call of any type from this landline). A small increase but when customers call up to complain, during my original training group we were advised to inform the customers that the "regulator has advised us we need to update our packages and therefore there is an increase to the bill" when it is merely a price hike mid contract.

    Every Thursday there are compulsory (unpaid) 30 minute training sessions which mostly consistent of a trainer laboriously reading through an email that has already been read by everyone in the department.

    Policies from senior management seem to change on a weekly basis, you can be getting a warning for one act one week, for it to be actively encouraged the following week.

    Commission is somewhat achievable - but i'd advise you keep your own record of the sales you have made because it's incredible how easy it was for the managers to lose your sales.

    XLN also have zero protections in place for dealing with abusive customers. We all as employees have a legal right not to be abused in the workplace, and where that abusive can't be stopped, policies are to be put in place to ensure it is limited. Every other major telecoms providers, for example, have some sort of system for ending the call with an abusive customer, at XLN you are expected to continue with the call regardless of how rude or horrible the customer is. I've seen many members of staff who have been physically brought to tears and the managements approach is a simple "that's the job, get on with it".

    Overall, there are plenty of minimum wage call center jobs in Sheffield, I would not recommend this one unless you are very desperate.

Voir les 176 avis

Entretiens chez XLN

Expérience

Expérience
35%
27%
38%

Obtenir un entretien

Obtenir un entretien
72%
8%
8%
8
4

Difficulté

2,8
Moyenne

Difficulté

Difficile
Moyenne
Facile
  1.  

    Entretien de Broadband Specialist

    Employé anonyme - Sheffield, Angleterre (Royaume-Uni)
    Offre d'embauche acceptée
    Expérience négative
    Entretien facile

    Candidature

    J'ai postulé en ligne. J'ai passé un entretien à XLN (Sheffield, Angleterre (Royaume-Uni)) en juillet 2020.

    Entretien

    1 telephone interview and 1 video interview. Video interview was due to the coronavirus. Easy questions are asked, this should make you suspicious as the job is incredibly easy to get.

    Questions d'entretien d'embauche

    • What did you love and hate about your last job.   1 réponse
    • Tell me about a time you sold a product.   1 réponse
Voir les 26 entretiens d'embauche

Prix et distinctions de XLN

  • Best Customer Focus Award, Best Business Awards, 2013
  • Profit Track 100, Sunday Times, 2013
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