Pain of trying to be at your best in work
Hi,
I'm sorry. This is me ranting out. I am working as a customer service. Part of my job is to assist healthcare providers with their concerns on benefit and claims. We're not the one processing the claims but we help healthcare providers on investigating on the denials and initiate if it needs to be sent back to the processors for reprocessing.
Part of our metrics to pass our performance is the surveys that we are offering. That is mandatory. We always need to offer it otherwise we might lose a job. Another part of the metrics is the average handling time. In my case, we should able to resolve the problem in less than 10 minutes per call to pass this. However, we do not only assist one member per call, we should assist up to 3 members as maximum per call and sometimes we even give a one time courtesy for a fourth member.
We do not earn that much. Our salary is just enough for one person to live by. But due to some circumstances, I have to stay in the company. One of the perks of this job is we also get some incentives if we pass the metrics. And this metrics consist of different factors. The mentioned above was the most critical.
I am very disappointed today that I am questioning myself now, what else do I need to do? I've already give my best. Every month I always experienced an internet fluctuation which always resulted for my call to got disconnected. The providers waiting for so long on the qué will get furious which will result with giving us a dsat survey. I always have this problem every month. But this is not disputable to the management. And this will result to failed metrics for agents like me. It just frustrates me that this is something beyond my control. I do not intend to disconnect the call. It's the internet connection or sometimes the software that we are using that's have a problem. As much as I would like this to get fix, this is not disputable to the management that's why our supervisor doesn't care to report about this.
I am very diligent with my job, but now I feel demotivated.
I am not like the other agents who abruptly disconnects the call just to avoid longer average handling time. I am very frustrated because I am doing my best with my job regardless if it only pays me little because I am always passionate to do my best. But sometimes I am thinking, is it worth it?
@caringjo27 Such metrics are a bit inhumane I think. From the standpoint of data, a disconnected internet call is just background noise - that is, management know everyone must have the same issue. So they can’t show you favor. Don’t worry about what you can’t control. If you could improve anything maybe be extra super nice on the phone so if people get disconnected they are less likely to blame it on you. Remember the value of the work you’re doing on behalf of the patients as a way to keep yourself motivated. Being the very best at this kind of job is a rather hollow victory. You’re providing value in your work and you are making money for yourself. Someday you may move to a different job where striving to be the best is more rewarding personally and financially but right now you’re in kind of a fixed and unfair game. Don’t swim against the riptide for an extra centimeter of forward movement or you’ll just wear yourself out.
Well, to be exact, this not a total internet disconnection because that means there's really no internet , it's an internet fluctuation and it doesn't happen to majority. To be exact , I'm on my opening greeting, first 1-3 seconds of the call, the connection will fluctuates and suddenly the call got disconnected. And it's really unfair because our system has a video captured during our call. The quality analyst can always validate that wether that is a legit internet fluctuation or if we just intentionally disconnect the call.
To describe another scenario, we have two desktops.
We called it internal (Citrix) and external (usual pc desktop)
We connect the soft phone tool from external to internal. It should be connected so that we can hear the callers, otherwise, if it suddenly got disconnected due to system errors or latency, we will have an audio problem and the callers will not able to hear us.
@caringjo27
in the end if your colleagues end abruptly chances are they did not resolve and only pushed off the issue. chances are you may get the problem cases and in that the metric used cannot qualify good help and resolution vs bad or incomplete resolutions. if they tie compensation to this metric they have created a situation where people do the bare minimum to meet metrics not solve the customer issue.
i have worked in similar situation too and people cherry pick the items or calls to meet a goal. management often does not see until the service gets bad and their butt is on the line. doing a good job you are proud of IMO is worth it ... and if you have call backs from you co-workers NOT solving things perhaps if you can keep total or ask if call backs and delayed service is counted it may get a concerned manager to look in to it.
That is true. I don't want to have this kind of problem monthly not only that if affects the customers experience but also affects us also as their agents. That's I kept on raising this to my team leader but she doesn't even care. I want to raise it through proper channeling but there's no action being given to solve the problem. Apart from this, we were advised that we cannot give a callback to the customers even with this kind of problem.
@caringjo27
I did not mean calling customer back but them calling in multiple times as the first or second agent doing as fast as possible bare minimum the customer was not satisfied.
This is what companies get when they think a formula on time / how many calls etc equal good service it does not
