Pros
The initial training & continued easy access to further support for new employees, especially for remote employees, is exemplerary. The IT department is exceptional & the IT guys & gals always respond quickly, communicate excellently, and fix both small & large IT issues effectively and efficiently. The constant and high volume of calls and the subsequent dissatisfaction of some callers provide an excellent opportunity for agents to develop the experience and skills required in dealing with and assist customers in a modern call centre environment. There is a strong emphasis on promoting agents from within to more challenging roles within the organisation, which shows that the company rewards and values hard-working, high-achieving agents.
Cons
There is a high focus on the quantity of calls handled rather than the quality. At the busiest times, there may be insuffient numbers of staff to deal with the high amount of incoming calls from clients & the related workload, so policy holders may be on hold for longer than desired trying to get through. This means there is a strong focus on getting Call Handling Times as low as possible, so that each agent can take more calls. This focus leads to errors being made which, ultimately, leads to situations where clients have to call back. The AXA worldwide organisation has an ethos & ideology that places the customer's journey upmost, but some customers' journeys can be rocky with many detours. In its current iteration, I certainly wouldn't recommend AXA Redhill as a place to work to a friend, but I'd also be reluctant to recommend it to a foe. With some small changes, I would recommend AXA Redhill.
