Has anyone challenged a company for recruitment process not being ND friendly

[Auburngal]

I have applied for working for a call centre where I live and never got beyond the virtual interview stage. I believe its the virtual interview that is the stumbling block for me. You can do the interview at any time - before deadline which is on the email. The problem with the virtual interview is the clock on the screen which counts down the time left on each question, it takes over my mind. Some of the questions, I don't need all the time given as its questions like "Do you have the legal right to work in the UK?" I just say "Yes and have a UK passport".

When submitting application, it just requires my CV. No other information required.

The problem lies with some companies don't have any contact information to email/phone the HR/recruitment depts. Both this and the above don't allow candidates to disclose their disabilities and their required adjustments.

I wish I didn't have dyslexia as many companies don't seem to care about this and I feel like I will never going to get a job. If it wasn't for my dyslexia, I would be in a job by now. Dyslexia only shows up if I am upset, very stressed etc.

Allowing more than sufficient time to answer questions is ND friendly.

Virtual interviews are not normally written answers so confused as why your dyslexia affects your ability to answer verbally. But if they are written, again the more than sufficient time to answer is accommodating that.

I don't understand why dyslexia is a problem if the interview process gave you too much time for some questions

I hate this, I'd rather face to face. I don't do well on screens. Should I complain too?

If the clock countdown is causing you anxiety could you cover it with a post it or similar? Or practice speaking with a countdown to train yourself to deal with it differently?

The problem with the virtual interview is the clock on the screen which counts down the time left on each question, it takes over my mind.

This is what working in a call centre is like though, so if it’s too much for you in the interview it will be too much for you day to day surely?

You can ask for a reasonable adjustment at interview, if it’s reasonable they should adjust but they can deny if they feel it isn’t. There should always be a contact point.

However, and kindly meant, if you struggle with answering and speaking under pressure, and the time pressure makes things difficult, would working in a call centre be a good fit for you? It might be time pressured, responding on the spot to difficult customers and presumably with KPIs on length of calls and pressure on number of customers waiting, adding notes and information to a system whilst talking to the customer who is also expecting a quick resolution etc.

A good interview process should reflect the nature of the role, and so if this process reflects the requirements of the position; clear communication under pressure, working to time frames, requirement to communicate quickly, maybe this isn’t right for you.

I have never worked in a call centre where there was a time limit to deal with calls. The length of the call varied on the call purpose and the customer.

Once I am working, get the relevant training, I do a good job.

The interview process shows up my dyslexia more. Hardly had any problems once I work.

People don't understand the pressures of interviews and working under pressure are different. I don't mind the working under pressure as I am doing what I love, helping customers.

When did you last work in a call centre?

KPIs including call handling time, wrap time and resolution have been in every contact centre I've worked in over the last 15 years. Poor KPI leads to employee PIPs.

17 years ago. Been on various assessment days in the past few months with other candidates with no call centre experience, even though JD stated 2 years! Why take them through the interview process? I would be extremely pissed off if I heard one of those got a job.

I did remember one manager having a go at me for spending too much time on a call to the customer. I said to them, if I didn't take my time, you would have lost a major customer, as he was seriously considering leaving due to the errors on his account. The wrap times I am good at as I usually typed what happened in the call during the call.

Also thinking some companies have zero idea about the high IT use in retail stores now.

I am dyslexic. Never had an issue getting a job. What is the problem with the clock? Just answer the questions.

Each dyslexic is different. Brilliant at numbers, which many dyslexics aren't.

Not dyslexic but I am autistic and never had these issues.

Work in management, excessive call handling time is normally time wasters. Your anecdote is a one off case. Similar one off situations is how I got promoted rapidly and know the difference between a one of situation and time wasters.

17 years ago is a long time. AI and alternative contacts have evolved call centre dynamics. Are you keeping up with these developments to show you have knowledge of current applications?

@AuburngalI don’t know where you’re based but I can point you in the direction of jobs in a call centre where you will be supported through the recruitment process if dyslexia is making the application difficult for you. You can DM me for more info.

What adjustments would help you OP? Covering the clock with a post it sounds like it might work for that issue. I can understand that fixating on that might kill your brains ability to think about the actual question, I'd probably be the same.

But what is the actual problem? Just put a posit note over the clock on your screen.

Does dyslexia really come and go dependent on stress levels ?

In my experience, dyslexia doesn’t “come and go” but where someone is expected to read an unseen text or write in timed situations they may perform at a lower level than usual. In exams, they may qualify for additional time or have a scribe or reader.
There is no evidence that people with dyslexia alone are poor with maths.
I would imagine that someone who is able to work in a call centre will have to have a good level of reading and comprehension plus be competent typists.