My job sent a mass email stating we will need to ask permission to take our lunch breaks due to to many people being off the phone during lunch hours, this is because People run over and have to clock out later this cant be fair just because someone got stuck on a call I have to take my lunch later? I hate this fucking place.
🚨 مطلوب Recruiters
لو بتدور على فرصة تشتغل فيها من البيت وتعمل دخل إضافي على حسب شغلك ونتايجك، إحنا بنكبر فريقنا وبندور على ناس جديدة تنضم لينا. 🚀
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(TL;DR I work for insurance company/policy servicing taking escalation calls. An Average Handle Time of 900 seconds was implemented for bonusing about 4 months back and haven't bonused since. Need help, tips, tricks to cut call time!)
So I've been working on the phones with an insurance company since 2021 and on their escalation team about 2 1/2 years. There was no AHT even listed to check until this year then about 4 months ago they made it a requirement to bonus, it's now a 900 second average call time for the month or you don't bonus at all. That's a long time to not worry about AHT and get comfortable not cutting it down.
I haven't gotten bonus since this was put in place. Last month I was around 1300 seconds. Our escalation team takes no regular calls, no helpline calls, and no kudos calls. We get people coming in hot, rambling, get super complicated situations, we do policy servicing so if the customer has a complaint then a billing issue then a car that needs to be replaced we do it all, can't offer to call a customer back later, and we have no one above us to transfer to (unless the customer say "I want to SPEAK to the CEO".. asking for a call back, email or their direct phone number doesn't count).
I have children (1 special needs), my dad was just diagnosed with a medical condition that will require me to take off work to assist(I have FMLA, but unpaid and only a few days worth of PTO), and I'm scrapping by already. Yes I've missed bonus in the past but never 4 months in a row and I'm panicking.
So, all of that information to ask all of you lovely call center employees here... What tips, tricks, or pep talks do you have to share to help me bring down my AHT? I'm open to hearing anything, if there are youtube videos or podcasts I'll watch/listen. I care about my job and I want to help customers, but if my employer doesn't care about customers being taken care of more than call time, then I have to switch gears. One of my problems I've been told is I care too much, that I need to start thinking of that it's either helping the customer or feeding my kids, I really hate that but it's getting there. How do you help the customer faster? and in cases that people are just venting/rambling or it's a situation that you can't do what the customer is asking how do you cut in or cut it short, really short?
Thanks to whoever reads this and comments!
So just like my last post we are back on outbounds and just like my last one we prefer you do not pick up the phone let us leave the stupid VM and just get on with it ! Anyway so far I have found a way so they won't pick up. If the person has that Google phone app ( or whatever its called sorry I am old) when the recording comes on to state your name just say "Hello?" and chances are they won't pick up leave your VM and move on !
Quick background on me: BS in public health (love the field but wrong time in the US), double certified medical assistant, starting nursing school this fall, trained in emergency medicine since I was a teenager, published academic articles, living in NYC independently since I was 18.
Been working at a radiology scheduling call center for the past 9 months. A lot of people at my job at first thought it would be responding to scheduling requests in our electronic medical record system, emails, messages, etc, with light phone work. Nope. It's just an inbound call center, and the rest is a very minuscule part of our jobs.
I work four days a week remote and one day a week in the office (I could be 100% remote but choose to go into the office one day a week for my sanity). Before I clock in, I already feel my heart racing and my hands shaking and my breathing getting heavier before my first call. Then, of course, first few hours of the day is back to back calls with only 50 seconds in between to finish my notes, drink some water, do like one breathing exercise, and then it's back to screaming angry patients over the phone whom are upset that we're booking out MRI's a month and a half in advance. My body doesn't respond to hunger where it used to, for example when I'm hungry, I just go and grab something to eat automatically, but now I have to remember that I have to eat otherwise I'll go 12-16 hours without eating. This has caused me to lose 10 pounds in the past couple of weeks. I have an autoimmune disorder, and I've had more flareups in the past 9 months than I've ever had in the past 3 years since being diagnosed with my disorder. The past two weeks, I've had at least three cry sessions in between calls (one mid-call today), wishing I could just take a 15 minute break without being poked by my leads, who are on insane power trips all the time. I've had to up my dose of psychiatric meds twice since starting, otherwise I'll be depressed at work, and after work/on weekends thinking about work.
What sucks the most is that we get blamed for EVERYTHING! Wrong order in the system? I should have known that's not commonly ordered even though that's not my clinical background and reached out to the radiologist (even if it was, I'm not a fucking doctor). This exam needed a different room? I should know the specifications of all 50 of our scanners like the back of my hand when I haven't even been in a CT workroom since I first started working in hospitals. Patient is angry because another could get them an accommodation but I see no reason for it? I should have wasted the ultrasound tech's time and get chewed out by them to get something earlier in the day. And when I try to explain that I've exhausted all options, whether to a doctor's office or a patient, I'm "useless" and shouldn't be working in healthcare. I literally don't know what I'm doing sometimes, and because the leads and my managers are more useless than a bag of bricks, I have to make up some fake answer just to get them to calm down and stop berating me over the phone.
My goal was to stick it out for a year until I start nursing school to make it look like I'm not job hopping. I mean, this is my dream hospital to work for, I just hate the job itself. My boyfriend I'm way too overqualified for this job, as I was trained in a clinical setting and now doing only administrative work. And he's right. I'm bored, I'm not learning like I used to, and I feel like all my years of clinical training are going to waste. Like fuck. A year ago I was the one leading people in the room when a patient came in with second degree burns. I miss it so much. I miss the energy of working in the emergency department or urgent care, yes it was hard but I live for adrenaline and pressure in my career and in my personal/social life. Now I'm staring at a dual monitor screen for 8 hours a day, wishing the queue would just go to 0 so I can have a few minutes to myself and stop crying.
I already called out Monday and I'm calling out tomorrow (Friday). If I get fired, I don't really care at this point. A good portion of the reason is to spend the weekend with my boyfriend. But, another part of me wants to spend the day looking at my options to figure out how the fuck I can get out of there, whether that's networking in my hospital and finding another job, or quitting altogether and going all-in on nursing school. But I can't lose more weight and take more Xanax to get through the day.
Went with my boyfriend to his BPO job application at Optum, and since I was bored, I randomly decided to apply too kahit wala talaga akong expectation na matanggap.
During the initial interview(through phone), the interviewer asked me who my favorite Marvel villain was.
I said, “Jean Grey.”
She immediately disagreed and said, “Jean Grey isn’t a villain.”
So I explained, “I watched Spider-Man: Brand New Day, and she’s a villain there.”
Then she started saying that she reads Marvel comics and that it’s funny how some people claim they like Marvel but don’t really understand it or read the comics.
At that point I was like, “You should watch Spider-Man: Brand New Day so you’d know why I said Jean Grey.” 💀
Girl… I KNOW Jean Grey isn’t traditionally just a villain. I’ve watched the X-Men movies too. I was answering based on the version I had just watched.
Imagine going to a BPO interview and suddenly having to defend your Marvel credentials. HAHAHAHAHA.