Firstsource Solutions
3.4 out of 5 stars.
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Firstsource Solutions Employee Reviews

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I read the reviews but choose not to believe them. The training was good but after that it was terrible. You are thrown in the deep end. They help at first and then nothing. Customers are horrible. The trainers could have been better. My line manager was amazing. The people I met were amazing. 10 hour shifts for minimum wage, not great. No structure at all. No social life. If you’re late just once, you have to have a written discussion. Happy to have left as mental health comes first.
Pros
Good coffee, the people. The training
Cons
Long hours, the trainers, the pay
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The hours were standard and you could request a slot to be on if you weren’t happy with your given slot. However this was at manager discretion which is to be expected. Colleagues were friendly sometimes a little to friendly with each other especially in the work place. My main issue with working here was that I have a medical issue that I disclosed from day one and I was told they will do a desk assessment and look into it so I could do my job comfortably. All I was really asking for was just permission to occasionally stand up and move a bit from my desk just a few minutes an extra break would’ve sufficed. But instead they just said I’ll get so and so to sort it for you this went on from sept 2020 through to jan 2021 when I eventually left. It was one of the primary reasons I left the work place but other than that disregard for employee health they were a lovely place to work for.
Pros
Decent canteen, friendly colleagues, fun yet professional atmosphere.
Cons
Lack of support, communication struggles with overtime and sickline
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Don’t bother worst company ever! Management haven’t got a clue , rude, no people skills and pays not right ever and full of kids. I would rather be on the dole!
Pros
None
Cons
All of it
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They don't care about employees, and keep cutting incentive or getting your pay wrong. It's like being back at school the way they treat their staff.
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I Started working in the Warrington office in December 2019 as a call agent and in January 2020, was promoted to team leader. I was absolutely gobsmacked at the number of daily disciplinaries for agents. Anywhere from 3-8 per day being a reflection of the defective dynamic of the agent / management relationship.I was pretty much forced into resignation of my role in March 2020 having been demoted by my Operations Manager for following government guidlines on Covid19 and self isolating for ten days. During my disciplanry, it became apparent that the Ops managers were unaware that one of their employees had been taken away in an ambulance 3 days prior. Dangerously inept.I can truly say, that as a dedicated, loyal employee, Firstsource is the ONLY blot on my CV. Dreadful experience,
Pros
Dedicated and friendly employees
Cons
Too many to list.
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If you're good at your job you'll be asked to do way more than you're being paid for. Mentoring and training new staff, taking on your team leader's role when they're not there, generally just being overworked and undervalued while the ones that do nothing get to continue doing nothing. Higher management couldn't care less. My whole floor was told "You're all awful, but thanks for being here" when everyone was in danger of redundancy. Overall very unpleasant, only good thing is some of the people.
Pros
Some decent early shifts and overtime pay
Cons
Undervalued, overworked, company is generally a mess and will hire anyone
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worked here for 5 years enjoyed team worked in but unless your miss selling you will get picked on by mangment the mangment is a laugh they have not even had mangment training any health issues they will do there best to get rid of you
Pros
none
Cons
mangment, pay
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I got stuck with more late and weekend shifts because i dared to speak out about the agressive behavour towards staff i was monitored more than anyone else even though i hit my kpi's and watching management fluff around the attractive young girls was creepy i found very quickly why the place has a high staff turnover i left
Pros
none
Cons
everything
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This Place is a joke they advertise for staff saying they're a 'People Centric' Business. Don't believe the hypeThe training was have decent but instead of the same training taking you all the way through your training they swap after a couple of weeks which seams strange as there maybe mixed messages given.The one contact i had with a so called team leader was that their approach to a situation was unprofessional and not what would be expected of a modern manager and management stile.Please even if you desperate this is not a good employer or nice place to work
Pros
none that i could see
Cons
everything from setting into the job
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Management are a joke and are not interested in their employees as you are just a number. The outsourcing company change campaigns with little notice or job security for long term staff
Pros
None
Cons
Parking, management and job role
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This is the first and last review I've ever done of an employer as I've never felt so strongly about a place of work before and trust me I've seen some sketchy things in the workplace, but this one tops the lot!The place is ran like a prison and it's the most depressing job I've ever had the misfortune to experience.The top management are condescending and the first 3 weeks of training you encounter is completely outdated and incorrect to be thrown into the deep end on the other side of it and constantly penalised and belittled for learning curves.Finally in regards to Covid nobody could care less with 90% not wearing masks and the other 10% wearing them wrong, no social distancing, being demanded to turn off the track and trace app, and after testing positive myself I was then made to work from home in my 2nd week of the job with no support and constant badgering despite taking very ill! (Also all I keep hearing is "yeah but the pay though"... It's minimum wage!!)GET OUT WHILE YOU CAN.
Pros
An experience of slave labour
Cons
Slave labour
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Worked here for around a year, the theory training at the start is very good, boring but relaxed and easy, gradbay can be very tough depending on which coaches you get as some just havent a clue and they only put 2 coaches on around 10 or so people so sometimes yous are literally waiting ages with the customer on hold. The work itself isnt too bad but made much harder as the processes are changed constantly so you have to constantly keep up with the process changes. Branches dont really communicate with the customer service line so sometimes the customers are given wrong information because the branches simply didnt inform us of any changes. Processes also constantly being changed so other departments have to do less and they dump the process onto us. They also implemented a change which made all of the customer service get trained with natwest/rbs calls because if they are busy and we are not they dump some of the calls onto us and you have no choice, which just isnt fair as your suppose to be an ulster bank customer advisor and they just decide to give you another job with no extra money or anything. You are given quite good notice of your shifts and you never work past 10, and you are given time and a half for sundays, overtime and any hour past 8 which is good, but the base salary isnt really worth the job for the most part. You get a 30 minute lunch and two 10 minute breaks that are on the schedule if your full time. Your told that progression is good and there is lots of stuff available which just isnt the case. Systems quite often experience issues such as crashes while - more...
Pros
Most TLs/managers are helpful, Shifts are easily swapped
Cons
Frequent system issues, can be very difficult to get holidays, call fails for stupid reasons, systems out of date, not a lot of opportunity for progression, Process changes.
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There’s a lot of opportunity to make money, and overall it isn’t a bad place but be prepared to live and breathe there for a while. Management is a bit meh but otherwise if you don’t mind keeping your head down you’ll be alright
Pros
Bonus Scheme
Cons
Being yelled at for 8 hours a day
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This job was honestly the most depressing job of my life. The only good thing is the people, but not the managers.there's no work life balance, the holiday system is ridiculous and if you're not a managers favourite good luck even getting them approved.you're not respected in the slightest, just another number. no managers have a clue how to do their jobs and can't seem to grasp basic issues. no concern for mental health at all.it's a very monotonous jobplease, just don't do this job. be alright if you hate your life but anyone else, just don't.
Pros
pay is good
Cons
managers, the actual job, holidays, work/life balance
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First Source does not care about the floor staff. The managers whilst working hard are unable to help much which gives us an impression that it's a culture of 'us and them'. Only with other floor staff can you find the motivation to keep going. The 'career ladder' with First Source doesn't appear to be much. The managers have to juggle a lot of tasks whilst expecting to take escalations. I cannot speak for HR but I imagine there tasks are no less arduous. The latter might seem to have a better time of it with regards to work intensity. Wages for floor staff (I cannot speak for management) are pitifully small for the effort-level the job demand. The IT infrastructure (more on this later) doesn't help so we have to get in earlier than management to be ready to start on time. This means for an 8 hour shift we can spend up to 12hrs a day away from home. So not much time for a decent work-life balance. Between the long hours in work and anti-social shift patterns, I have been unable to meet friends and my sleep patterns are erratic. The IT Infrastructure in place is pathetic. There are barely any working network cables so any space that has reliable internet access is at a premium. You would think that a company with the resources to spend can afford to update it's IT network? Desk space currently is limited and that is with the floor being less than half full. Imagine if the floor were full, nothing would work,
Pros
Good colleagues to keep morale up (all in this together)
Cons
Long hours, anti-social (weekend) shifts, No development time allowed or given, limited career growth (if any).
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Started here in March due lock down and I haven’t looked back since really helpful when explaining about my daughter and that I need to work my shifts around her and they bent over backwards to try and get my shifts sorted for meManagement really helpful and supportive Overall a really good place to work good crack and decent pay!
Pros
Decent wage
Cons
Nothing
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Soon as your out of training which lasts about 3 weeks now I think. ( also in depth )Youll be on calls with some backup to assist you and they will win your off that till your on your own.!!!(They expect sales)!!!They will help you to improve and potentially get promoted.I just had a bad experience sue to difficult calls
Pros
Bonuses for sales
Cons
Sales are hard but they expect sales regardless
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Worst just I have ever had Very unprofessional management Long hours Says they will help anyone dealing mental health issues but when the help is needed, there is none
Pros
Free gym membership
Cons
Long hours
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Fun job loads of incentives easy to make friends and managers are so nice and friendly, can always convide in managers with confidentiality, overall fun easy job
Pros
Free food and drinks.
Cons
10 hour shifts
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All in all, this was a horrible place to work. The environment itself is very poor, with no widows or natural light and terribly cold. As a new starter we were given 3 weeks training in the class room and then thrown out onto the telephones - it was like a car crash! The management and team leaders say they are there to support you etc etc, but in reality, they just want you on the phones taking calls, that really is all they are interested in. I found it to be very unprofessional and like being in a youth club. What really disturbed me was a large amount of homophobia I heard from many of the telephone agents.All in all this really is not a nice place to work, and I would advise anyone to avoid it.
Pros
None
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This life was a absolute nightmare to work. First of all the senior manager spoke bad about me to her daughter as she told me and I have the messages lol, everyone loves gossip and it’s so unprofessional it’s a joke. The hours are ridiculous the pay is even worse for what you’re expected to do. Half of my team dropped out within the first 2 months that’s how unbearable it is. I then got sick with my mental health which no one cared about, no one ever checked on you or asked how you were, you’re just a number at firstsource and treated so badly, if you don’t have mental health problems when you start you will when you finish. AVOID
Pros
Nothing
Cons
Everything
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