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News : Staff at Scandal-hit Firm Made Redundant by EMAIL Just Weeks Before Christmas

#contactcenterworld, @agooutsourcing

East Kilbride, Scotland, Dec 4, 2019 -- Almost 20 members of staff at salary-scandal call centre AGO have been made redundant just weeks before Christmas – by email.

The redundancies came just a week after workers were issued with new contracts that changed their terms and conditions AND who they were employed by.

We understand that 16 sales reps were let go and two managers, with a third manager resigning on the spot. However, the company have played down the reports.

One worker affected told us: "It’s a complete shambles – they don’t have a clue.

"We got an email on the Thursday saying we wouldn’t be paid until 5pm on Friday. Stuff like that happened all the time.

"You could never rely on when you’d get paid. You would get some of it at one point in the day, and more of it later on.

"There’s loads of us still owed hundreds, if not thousands, of pounds. I never once got a pay slip from them.

"We didn’t get paid on Friday, then we were sent an email saying they were having to let people go and low performers were first to go.

"It was a constant merry-go-round in there. Every Monday there’d be a huge batch of new starts."

The News has been contacted by more than 30 members of staff complaining about AGO, with the majority concerned about outstanding payment, pensions and tax deductions.

Many staff claim they are still owed thousands of pounds by the firm, whose biggest contract is Scottish Power.

But AGO chief executive Kris McGenily told us the blame for the problems lay with Lakemere Global Holdings who he says were the "legal entity" supposed to pay AGO staff.

Lakemere were run by friend of Mr McGenily’s, Liam McCreadie, who started EK Sales Ltd just weeks before calling in liquidators on Lakemere.

The latest contracts issued to staff in last week said they would now be employed by EK Sales Ltd – not AGO as previously stated.

Mr McGenily told us: "We let go eight sales agents who were dismissed due to under performance in line with our expectations.

"All staff were employed by Lakemere until it ceased trading and going forward EK Sales employs all staff."

Worryingly, a number of staff have told us that HMRC have no record of them working throughout the duration of their contract with AGO.

One such former worker said: "HMRC said I had been unemployed for over six months.

"I worked for them for six months and they didn’t pay me my bonuses. I was the best performing sales person in there and they owe me thousands in bonuses.

"They also owe me wages – I’d say they owe me, at least, about £3500. As if that’s not bad enough, now HMRC are telling me there’s no record of me working for them."

A member of staff let go on Friday told us how staff were sent emails telling them they no longer had a job.

Having previously had a bad feeling about the company, the woman – who does not wish to be named in case it compromises her claim with settlement union, ACAS – said she too had contacted HMRC.

She told us: "I’ve to send them information about AGO, but they told me I had not paid any tax, national insurance or student loan contributions in months."

That was backed up by a current member of staff, who does not wish to be named, who said HMRC had no record of him working since starting with AGO in September.

He was told by the company’s HR team that there had been a "delay" in getting him registered, but he says he doesn’t believe them.

"That’s been well over two months I’ve worked there now," the worker said.

"When I started with my last company I was registered within an hour of starting my shift. Now this lot are playing about with my earnings and tax.

"I’ve been paid by three different companies since starting. Lakemere, EK Sales, and now Baltic Outsourcing."

#contactcenterworld, @agooutsourcing

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Cancel Training At Your Peril

Read today's tip or listen to it on podcast.

Published: Thursday, December 5, 2019

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2021 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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Call Center Studio

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Connect Assist

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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
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MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

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VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

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Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

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Latest Americas Newsletter
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