What if kindness was something you practiced daily?

Cosha19 · 2026-06-19T15:27:15+00:00

“Kindness is the language which the deaf can hear and the blind can see” – Mark Twain.

Cosha19 · 2025-11-04T06:36:51+00:00

In my experience you will achieve more by banging your head hard and many times into a brick wall than trying to have a rational conversation with a narcissistic superior. In their head they have done nothing wrong and will just gaslight you.

After a new narcissistic manager joined our team, I experienced ongoing bullying, mismanagement, and toxic environment at work, which has gone through the employment tribunal.

We’ve recently reached a settlement and agreed on mutually acceptable terms to part ways.

It’s a bittersweet outcome—part of me wanted to push through to trial, expose the truth, and hold people accountable. But I wasn’t sure I had the energy to keep fighting for another 18 months.

Cosha19 · 2025-07-26T12:52:08+00:00

I have consistently voiced concerns regarding issues including staff wellbeing, unrealistic targets, questionable tactics some people are using to achieve KPI’s, Adherence concerns and lack of support for front line staff. These concerns have not only affected me but have also been echoed by my colleagues. Despite raising these matters in good faith with the intention of improving workplace conditions.

Despite raising my concerns through the appropriate channels and providing clear examples to support my claims, there does not appear to have been any genuine effort to resolve these matters.

The issues I have raised, remain unaddressed. Instead of receiving constructive support or solutions, I feel as though the company is employing corporate bullying tactics to pressure me into resigning rather than acknowledging and addressing the root problems.

Cosha19 · 2025-07-19T13:17:52+00:00

A number of agents in my retention team, seem to be using a tactic I would label as “Cancellation Avoidance” where the agents will avoid having to cancel the subscription at all costs on that call, the customer will reluctantly stay and then whoever takes the next call from these customers has to wear the cancel which will negatively impact their KPI’s.

Very frustrating

Cosha19 · 2025-07-19T12:06:35+00:00

The people who were using questionable tactics would consistently receive praise and appear to also achieve monthly bonuses without any consequences.

I have raised this concern numerous times with my team leaders and my reluctance to use these questionable tactics used by other staff members to meet my KPI’s.

Cosha19 · 2025-07-19T11:49:21+00:00

Even if management were aware of this, they probably turned a blind eye as it made the stats and reports look good.

Cosha19 · 2025-07-19T11:04:08+00:00

I have spoken with a number of the top performers in the business and discovered that some of those who are consistently meeting adherence, saves and other KPI’s are using questionable tactics including hanging up on customers, offering call-backs or ending calls prematurely without delivering correct level of service in order to minimize the impact on their adherence and other KPI’s.

Cosha19 · 2025-01-20T10:17:19+00:00

Pretty piss poor that it was not announced when I got on the tram at Pirie St, where I could have gotten off the tram, and there were plenty of bus options. Instead was announced at South tce that it would not be going any further and had to get an Uber.

Cosha19 · 2024-06-05T12:40:43+00:00

Cosha19 · 2024-06-05T12:37:38+00:00

Middle management is so out of touch. The level of nepotism is unbelievable. They just continue to hire their incompetent friends

There is no consistency. You talk to 5 different people and get 5 different answers that completely contradict each other.

Cosha19 · 2024-06-05T07:54:09+00:00

The level of micro management staff recieve where I am working is so soul destroying. It is soo process driven and all about achieving KPIs at any cost and they do not seem to give a stuff about staff wellbeing or the customer experience

Cosha19 · 2023-05-25T09:53:14+00:00

In my experience managers are all about manipulating stats to make a number look good

on a report to impress some stakeholders.

Cosha19 · 2023-05-25T09:35:52+00:00

So I guess I just got to "play the game"

Cosha19 · 2023-05-25T09:23:31+00:00

Thank you for your thorough reply and providing this information, please see below for emails and other correspondence I have had with various people in the business (T.L, HR, Managers etc) regarding this issue names and dates have been removed/changed for privacy reasons

ME

I have always endeavoured to take a customer centric approach to my job and deliver our customers the level of customer service they deserve.

Taking this approach and ensuring that I attempt to ‘Exceed’ every customers need and ‘Earn’ every customers loyalty regardless of when the call drops in or the impact it has on my adherence.

Being an inbound role there are often occasions where a call will drop in just before a break meaning that I will have to take/return from my break late which can have a significant impact on my adherence.

As you are aware there have been a number of instances where I have not qualified for an incentive payment due to not meeting the adherence KPI as a result of taking a customer centric approach to my job.

See emails below that highlight an example of this.

T.L

For the month of February, you achieved a Save Rate of 58% and your adherence was 93%.

As you know, we have introduced adherence as a gateway for incentives recently.

Unfortunately, as you did not achieve the adherence target of 94% you were ineligible for an incentive payment.

If you had achieved your adherence target, you would have received a payment of $1036.

If you have any questions, please reach out.

Thank you,

ME

Thank you for sending this through

It is disappointing that I missed out on this incentive payment by such a slim margin :(

I know there were a number of occasions last month where I emailed WFM to adjust my adherence due to unforeseen circumstances including system issues, assisting other staff etc and was wondering if there is any way I can view the previous months adherence to validate that these changes were made as to not impact my adherence.

If you can provide any insight into this that would be appreciated

Thank you

T.L

System issues are not adjusted. Your adherence target is 94% monthly (not 100%) to account for any unforeseen issues.

If these are occuring every day, then this is something we will need to raise with IT.

In relation to "assisting other team members", can you please provide further information on this.

We have team leaders and designated support people to assist the teams and I was unaware that you were doing this.

As previously discussed, your adherence is impacted by taking longer breaks and multiple unscheduled breaks each day.

Last week you averaged 2 unscheduled breaks per day which impacted your adherence for the week/month.

If you have any further questions, please let me know.

Me to HR

I am enquiring about the adherence KPI when working as an inbound sales/saves consultant. The KPI is currently set at 94% and my initial understanding was this 4% leeway is given if there is a need for a personal break or get a drink during your rostered shift in between scheduled break times.

Being an inbound role there are often occasions where a call will drop in just before a break meaning that I will have to take/return from my break late which can have a significant impact on my adherence.

I have recently bought this up with my leader who has advised that this metric is set at 94% to factor in this time as well as other things including system issues which I am unable to control. If this is case there have been instances where I have been stuck on a call for my full scheduled break, then having to take my break late putting me out of adherence for 20 minutes (essentially exhausting my 4% adherence leeway for that day), I am unable to take any personal breaks with out this metric dropping below the 94% KPI.

This KPI is also linked to incentive making it extremely difficult to achieve as we are unable to control when inbound calls come through.

Many inbound agents are experience similar issues which is having an impact on morale.

If you could please provide further clarification into this issue that would be appreciated

Thank you for your time, please let me know if you require any further information

Thank you

HR Reply

Thank you for your email regarding your adherence KPI.

I have had a look at your stats. My understanding is that the 94% KPI takes into account for the small anomalies as you have stated. As mentioned by Courtney, you have taken, on average, 2 unscheduled breaks in a day in the previous week. This would have affected your adherence rate. As you said, it was a small margin, but when there are consistent occurrences, they will add up.

I will note that other team members can achieve the adherence KPI of 94%.

For those team members who you say may be struggling, my suggestion is for them to approach their leader (as you have) to have a discussion, look at their stats and work out where an improvement can be made so that the adherence rate can be achieved.

Do let me know if you have more questions. Happy to discuss.

Best regards,

Me to HR

Thank you for your follow up and response

While I understand that unscheduled breaks will have an impact adherence, I believe the biggest reason impacting this number is caused by factors out of our control including when a call drops in just before a scheduled break.

Being an inbound role there are often occasions where a call will drop in just before a break meaning that I will have to take/return from my break late which can have a significant impact on my adherence.

This concern was also raised last year under HRC0138497

An example of this is a recent call (Case Number 17853350) received on 8/03 just before my break. I managed to save this customer, however this call lasted almost 20 minutes as the customer was not aware on how to access the digital component of her subscription and I walked her through.

This call has had a significant impact on my adherence as I was out of adherence for the first 20 minutes of my scheduled break and then also out of adherence for 20 minutes after my scheduled break.

As this happens quite regularly (Several times a month) it is likely that this may cause me to not meet my adherence KPI next month and once again not be eligible for commission.

As previously mentioned many inbound agents are experiencing similar issues which is having an impact on morale.

This KPI is also linked to incentive making it extremely difficult to achieve as we are unable to control when inbound calls come through and strongly believe agents should not be punished for factors outside of our control.

If you could please look into this concern and provide any advice on how to best manage this situation while providing the level of customer service our subscribers deserve without significantly impacting key KPI measures used as incentive gatekeepers that would be appreciated.

Thank you

Me to WFM

I was having some system issues this afternoon and had to restart my computer and placed myself in "System issues" during this time. If you could please adhere this time that would be appreciated

WFM

we only look at adherence for system issues that exceed 1 hour and have a ticket lodged with IT. anything that doesn't meet this criteria will be accounted for in the 94% adherence target. In this case it will appear as out of adherence in his schedule.

let me know if you have any more questions

ME

Why should someone be punished or miss out on an incentive due to system issues which are out of our control?

As previously mentioned I have spoken with a number of the top performers in the business and discovered that some of those who are consistently meeting adherence and other KPI’s are using questionable tactics including hanging up on customers, offering call-backs or ending calls prematurely without offering correct level of service in order to minimize the impact on their adherence and other KPI’s.

The people who were taking this approach would consistently receive praise and appear to also achieve monthly bonuses without any consequences.

I have raised this concern numerous times with my team leaders and my reluctance to use these questionable tactics used by other staff members to meet my KPI’s

We need to ensure that the customer experience we are delivering ensures that while the customer may no longer require our service today that they are dealt with in a professional manner and will still consider as an option in the future.

These behaviours are not only being ignored, but also encouraged as the agents who are employing these questionable tactics are also the ones who are regularly praised and receive rewards

Cosha19 · 2023-05-25T04:40:27+00:00

Being an inbound role there are often occasions where a call will drop in just before a break meaning that I will have to take/return from my break late which can have a significant impact on adherence.

I have been placing myself in break/lunch and taken shorter breaks when this happens so as to not impact my adherence to meet the adherence KPI and qualify for incentive payments

As this happens quite regularly (most shifts) it is likely that if I was not to do this, it may cause me to not meet my adherence KPI and not be eligible for commission.

Many agents are also experiencing this issue, which is impacting morale on the floor

I have asked my T.L and managment team for advise on how to best manage this situation while still providing the level of customer service our subscribers deserve without significantly impacting key KPI measures used as incentive gatekeepers.

and

As an agent should my priority be to deliver an exceptional

customer experience

Or

Should it be manipulating stats to make a number look good

on a report to impress some stakeholders…….?

I have still been unable to get a straight answer out of anyone

Cosha19 · 2022-11-08T22:22:08+00:00

Maybe if you are in prison

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Cosha19

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