Having worked for this company under one badge or another for 17 and a half years, I've seen a lot of changes. We used to have 3 buildings and every car park/building was packed full of agents doing their best. Around 5/6 years ago, DXC wanted to terminate 25,000 employees world-wide then magically, within a few months, we TUPE'd over to the Manpower employment agency. Last February, we TUPE'd back to DXC and we hadn't been back with the company 6 months before the first voluntary redundancy mail came through.
The company's lost more accounts than I care to mention and as someone who was on the front line of a service desk, I've seen some of the shockers. Which other company do you know would charge a client over £300 for a 24" TFT or over £1000 for a 4 year old laptop? They've always been about making as much money as they can and not rewarding the front line staff who take abuse from callers on a daily basis just because the ancient technology we have to support.
Pay rises for agents are two dirty words in the UK. 7 years since my last pay rise even though I was doing more than double the work when I started. Whilst the management stroll around taking credit for the work we do, gratitude or praise for the agents is non existent.