First of all you need to be logged into their systems 30mins before your shift starts (which is unpaid).

Before you even start with them you need to fit their description of a suitable working room, which is either a completely separate office if you have a family/partner, or a sit in your bedroom all day if you live alone, because living rooms aren't allowed at all.

You will have your PC monitored during ANY Sensee working hours, including your time off, even though we have secure remote worker applications for when we are on shift.

You need to buy a lot of equipment and pay for DBS etc before you can actually start. The pay is also not worth the back to back calls, rude customers and stress.

Training was good however the woman conducting this was very slow at times and would not stop saying 'umm' and 'err' constantly which was highly irritating to listen to (it was every other word).

Sensée HEAVILY micro manages every millisecond you are at work and its like working in a prison with someone breathing down your neck. This is in addition to the strict and frankly rude quality assessors who mark your calls.

There were instances of Teams video call meetings, with multiple managers listening where you had to share your screen and audio & have the session recorded, while you were taking live calls for around a hour to watch and listen to everything we were doing and see how quickly we are doing it. This was apparently to see how they can get us to all improve our call times. It was beyond uncomfortable and completely unnecessary.

As mentioned, they monitor absolutely every millisecond you are working in each status (available, busy, complaint etc), as we are not trusted to just do our jobs.

Several team members stats were shared to the whole account without their permission on multiple occasions by managers, to shame the ones who had been using the busy status for too long (even though this is used for any customer work you cannot fit in to the call wrap time), and was a completely unacceptable bully tactic.

There is an expectation that we have to work over our breaks and even completely miss these if a call goes over - which is not legal once we have worked a certain amount of hours. You also have to take any calls that come up even 10 seconds before the end of your shift. Sensee does not care about this because you get paid for any time you are logged into genesys and see it as overtime.

Hours booking is a complete joke. With a 35 hour contract you can and likely will still end up working 6 days a week, unless you want back to back calls everyday from 9-7pm.

There are heavily monitored bathroom breaks that we needed to announce on livedesk by putting 'QBP' (quick personal break) like small children, which are then timed. Good luck if you have IBS.

My manager was an absolute wolf in sheep's clothing. Really acted the part of the sweet & innocent motherly woman which people fall for hook, line and sinker. Initially she was very kind, supportive and nice, but would have excessively long one to ones where you basically had to tell her your life story and everything that had been going on. After a few months her 'nice' persona gradually started slipping and she would be so incredibly rude, unhelpful and incompetent on livedesk. If she made a mistake regarding you, and you brought it up, she would gaslight or try to twist the situation to fit her narrative (even if there was literal written evidence to the contrary) which was so bizarre and uncomfortable. If you also didn't answer her replies immediately or within a minute she would put banners across the screen demanding a response, even if you were busy on the phone with a customer, which was utterly obnoxious.

Ended up having to put in a complaint as after a specific one to one with her, she was VERY unhappy that I wouldn't tell her every detail of my life and was making snide comments about how 'some people just can't multi task' as I apparently should have been writing call notes, sending emails, talking to the customer & replying on livedesk during live calls, which is impossible. Also laughable considering she could not handle even simple tasks herself without making a complete mess or getting other senior staff to do them for her.

Further to this, during the next one to one she made a false allegation regarding one of my calls by claiming I was very unhappy, short and rude to the customer. This has NEVER occurred. She deliberately hid "the call" from her QA marking by not listing it. Eventually this was found and unsurprisingly it was absolutely nothing like she had claimed. She was so irritated that I wouldn't divulge every detail of my life and just answered the questions with simple answers, that she went out of her way to make a false allegations during a one to one. She followed this up by saying that she will be listening to more of my calls to 'make sure' her made up scenario didn't happen again. This was basically her way of saying that if I don't do what she wants and divulge every detail of my life with her, she will go out of her way to make it difficult for me at work.

She also made an absolute mess of my hours when trying to move these for a medical appointment on multiple occasions, and despite me giving her weeks of notice and specifying the dates multiple times, went in a removed hours from the wrong dates. When confronted she made excuses and then hid the previous conversation on livedesk, while repeatedly gaslighting me that it was my mistake/fault and blaming another colleague. Again this is so embarrassing as there was literally written evidence of her doing this (you get email notification when hours are changed etc).

After she found out I put in a complaint about her, suddenly another team member who she is close with immediately began being rude to me on Livedesk, where apparently a literal question mark was used in the wrong 'tone of voice' and I was told off publicly regarding this.

I decided to leave after putting my complaint in as I believe she would have continued to behave this way and made my work life difficult. I have absolutely no intention of working with anyone who behaves this way and will not risk my mental health putting up with it.

The whole environment is absolutely awful for anyone's mental health anyway - call centres are not great working environments, please do not work in one unless you are completely desperate.

I understand that Sensee is one of the better call centres to work for, however it is pretty obvious why they have a high staff turnover.

I worked there 2 years from 2016to 2018 on the Bupa contract and if yoyr contracted for 35 there were supossed to be so mamy high weeks where you worked 42 and so many low week which would be 28 then so many regular 35 hour weeks. It got to the stage you were doing more 42 hour weeks than anything. They could take it upon themselves to change what you were working that week because thats what thr client wanted. Usuallynthis would mean more hours. If calls ran over your break which your not paid for anyway. They dont oay you if your call runs over. I had numerous occassions where i finished at 5.30 and was still on the call at 6.30 your toilet break cant exceed more than 2 mins. Unless you have had special permission from HR for higher which i did because of a medical comdition. This sometimes meant running over that time which i couldnt help. I went down to 30 hours and between the high weeks and low weeks i rarely did less than 35. Most times when i had a day iff booked just to meet my weekly shift allowance. I had to work some of my day off. Bupa close Christmas day and boxing day which means sensee are closed but because they dont inckude those days are part of your hours for that week you then had to squeeze yoyr full weekly hours into 3 or 4 days remaining that week which meant working 12 hour shifts every day and fir someone. Disabled thats not good. If you were not on the ball getting your shifts in then you could end up with big gaps throughout the day but you couldnt. Go amywhere bevause you had to be back in. Time to work again. The worst thing was if a customer got angry at you b3vause they didnt like the fact you were folloing protocall amd shouted at you and demanded to speak to a manager even if you were still polite management made you take the wrap for the customer getting angry and threatened your job if it happened again which then made you scared to take calls incase someone got angry at you again even if you hadnt done anything wrong because you were the one that had to take the blame. So its good to start with and they make everything seem great until you get there. People being promoted to team leaders that were there less time than yourselve but it was because they became friendly with the main account manager even if someone had been there longer and was maybe already a deputy team leader before that person started. If you had to go off for a time for example to have a baby. If you came back they made you go through training again and you lost the position you were in before you left

Don't be drawn in by the 'no commute' slogans because seriously that is the only thing this company has going for it. There are good reviews on here it's a shame they have been repeated verbatum on other review sites which smacks of a little attempt of damage recovery in my opinion. Ok down to basics,
.your commute is the time you log on which has to be 30 minutes before your paid shift starts
.if you have down time that is your fault you will not be paid even if it is a few minutes note the onus is on you so it will take everyones systems to go down to prove that, even if you know different
.personal breaks can be no longer than 2 minutes and you have to announce to all and sundry in live desk before you go, anything longer than 2 minutes is unpaid and is monitored
.Any downtime or absence is not only unpaid but affects bonuses and is also deducted from your leave entitlement pro rata down to the minute
.when calls or chat or emails run over the end of your shift you are not paid for that time, and they do often
.you will be constantly monitored with hard to reach kpis which affect bonuses
.pay is minimum wage for majority of contracts
.you don't have a say where they put you
.shifts can be moved around without consultation
.unreasonable hours and any work life balance is unachievable as when booking hours it is a free for all so you can end up with hours spread all over the week/month with no proper break
.sitting tied to your pc for hours at a time the company tell you to book in breaks unpaid naturally but this is not only impractical but not enforced, there are some very unhealthy people slogging away at sensee 24/7 to make ends meet
.you are expected to check emails/messages and often complete other work related tasks out of work time which is unpaid
.management support when you have a problem is little to none
.has a climate of 'if your face fits'
.pay is not often calculated correctly

I could go on and on but the bottom line is this company pay low and work you hard for their profit and that of the clients. They do not care about the welfare of employees which is why there is a constant high turnover of staff. If you value you personal free time, humanity and self respect and don't want to be treated like a child do yourself a favour and avoid

I applied for a position with sensee in August 2016. I had an initial online interview with a nice lady. I was emailed to say that I passed the 1st interview and was invited to a second interview and assessment. I thought great sounds very promising. I had an online assessment which was through Adobe connect and was almost 5 hours of watching video's of the clients they were currently recruiting for. It was also a one on one interview where a chap interviewed me and then a series of online tests which you had to complete before the assessment ended. I was then contacted by email to say I passed this stage and to move onto the pre employment screening stage!
I would like to clarify that you need a desktop pc which is no older than 4 years old and has to pass their tests. I was contacted to arrange an engineer to remotely install their software on my pc. I had to purchase a brand new pc which cost me £400 from pc world. You also require a headset for your second interview/Assessment which I also purchased for £25. Already adding up the costs so far? Anyway the engineer phoned on the date they arranged and installed all the software on my brand new computer which was used soley for this purpose and installed bupa software as this was the contract I was offered. Then comes the screening process... I had to pay £25 to have a basic police check so I did that with Scotland. Great that came back rather quick to my home address. Then you have to fill out a credit check online form with experian. So I also completed that for them. You have to send a recent bill in your name and current address so yes I printed that and had that in the pile to post to them. You also have to complete a 3 year work history and provide evidence to this effect whether bank statements or a letter from the employer to verify dates! Now hold it right there just to let people know a letter signed by an employer is not enough. It has to be on headed paper with a logo! I sent to signed printed letters which were signed by two people confirming dates from two years ago and it was not good enough? It did not have a logo? A small farm does not use a logo or have headed paper? It was a letter from the owner signed. You also have to purchase a phone which is compatible with a headset before your training date. So today I spent running around and I purchased a £50 BT phone and an additional phone headset for another £30. Plus an office chair for another £50 which I was told in my second interview I also required. And a desk because I needed one for my office set-up. So get the time now and costs so far? I sent off all my documents by special delivery costing £7 as also contained bank statements and other id documents. I was sent an email a few days later to say my letters from previous employers were not good enough as not on headed paper? I stated that it is to verify dates and was printed off by myself and personally signed by them confirming this? You can contact them directly if you wish? But it is all I have from them. I had an e-mail confirming my start date of training and the woman who is training for the next month as it is two months intense training! To confirm that Monday the 10th Oct 2016 I start training. I recieved a call when I got home from shopping on Friday the 7th Oct that they are withdrawing my employment offer because the letters I provided from certain dates are not on paper with a company logo? I was shopping with the farm owner this very day? They dont have a logo. They then wanted bank statements from three years ago? I dont have access to this account as was with my ex partner. But I was told they are very sorry and been a delay in contacting me? I said well It was confirmed my training on Monday and I bought all this equipment which you asked me to do? Just a sorry? Avoid this company. They have cost me not only my time but a lot of expense I did not have to purchase those items. I just put the phone down in the end because I was at boiling point. I now have a pc that I don't need as I have a great laptop. Which their bloody software installed on. They then sent me an email to state I got to remove their software off my pc? I have never been through a process like it for employment before. I even turned down a job as I thought I invested in this I will run with it. I spoken to my previous employer who wanted to contact them directly as they are appalled too.
I do not recommend risking if you have to buy the equipment to do so. They should do the paperwork first not expect people to go through this expense. A waste of space.

I am a working Mum and for many years I had wanted to get out of the rat race. I had a very stressful job and on top of that, I had to travel 30 miles to work (each way), I was getting stuck in traffic, then I had the daily struggle to find a parking space, and then being hit with the winter weather (which invariably means that I am snowed in with no way out!), All of this was really getting me down. I wanted more time with my children, and to get a dog!
So I started to explore the idea of home working
I spent a good deal of time researching my options. I came across companies where you had to set yourself up as self-employed and/or pay for your own training. I found positions where hours werent guaranteed from one week to the next.
All this was at odds with what I knew that I wanted namely the security of working from home on a fully employed contract, with guaranteed contractual hours and holiday pay. Even more importantly, despite working from home, I wanted to feel part of an organisation, not be on my own - out on a limb.
So when I found a company that offered all this I couldnt believe it - I really did think that it was too good to be true. On that basis, I checked their website and looked into them on every forum going. To my amazement, I discovered that they had been operating in the UK for close to 12 years and employ 750 homeworkers to serve blue chip and innovative brands such as RAC, Aviva, PhotoBox, Eurostar and Home Retail Group to name but a few. I even looked at their registered office just to make sure it was real.
That was back in June 2013. I applied and was offered a HomeAgent role on a 30 hour per week contract providing customer service support to Home Retail Groups customers. Since the beginning, Ive loved it. I have the flexibility of choosing my own hours and breaks. I no longer have to pay £300 per month in fuel costs, or buy expensive coffee from high street coffee chains or extortionately priced sandwiches. I dont need to - I am a 30 second walk away from my fridge!
I confess that at the outset I was concerned about working in isolation... Would I be lonely? The answer is no. In fact, its quite the opposite - I have made some great new friends and we have an online chat room for instant support and social communication.
I have so much more time to do things. Take today for example, in my lunch break I managed to get the washing done, make a chicken stew, feed and walk the dog. All this means that when I finish work I can dedicate all my time to my children, instead of being stuck in traffic and then having to make tea and do chores. I may not be paid as much as I was in the rat race, but when I factor in travel costs, parking, subsistence and work outfits, I genuinely hardly notice the difference. Of course, I did have to buy some equipment to get going (desktop PC, telephone, headset and webcam), but I managed to acquire all these things for less than a couple of months commuting costs. In truth, I wish I had made this decision a very long time ago.

Terrible company to work for, don't bother.