I don’t want this question to sound provocative. I'm just wondering what are the unrealistic metrics for you? At which point do they become unrealistic? My boss is trying to convince me that metrics are not unrealistic, but that I don't put in enough effort...
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Any metrics , KPIs and service levels are unreasonable. Management needs to step up and get a clue
Consumers deserve better
The place sux .
Claims leaders, all the way to the Exec level, do not understand the interrelationships between the metrics. They are like a dog with a bone… singularly focused on one thing, until they realize all the other metrics have gone to he-l and they need to shift their attention. The latest will be a laser focus on pushing down expenses as we are significantly over budget. All of the recent talk about caring about the customer and employee experience will be out the window.
Weekly. They expect 15 per week minimum. At least three a day. But if your in phones all day everyday sometimes the opportunity is not there. However your calls per a hour for the most part unless you get a call on a messed up claim will be higher then if you had settled a claim. Some ch’s will make the goal but a lot fall short and then you have a few that get more.
INJ CA here … genuinely curious on TL … how is buys measured? Hourly/daily?
The fact that they have competing metrics is unrealistic. I work in claims total loss. For example two different metrics in our area are car buys( cars surrendered or owner retained) and calls per hour. Putting together a total loss package and settling a claim takes time. If your in phones all day everyday the more car buys you get will increase that metric but also negatively impact the calls per hour metric. Just one example. It’s a system designed to make it hard to get a good score across the board. This then gives them a excuse to give you a mediocre raise. Unless you cheat the system by doing cr---y work to get the good numbers and a lot of tasks done. Then someone else has to clean it up. It’s a balancing act of doing good work and cleaning up other people’s mess and sometimes passing the mess along to keep your numbers up.
I was a TM in injury and the biggest unrealistic expectation is the idea that a CS can handle 300 + claims! We were originally promised no more than 180. Which proved to be total joke. These are complex injury claims that require critical investigation and review. CS’s get no real assistance from CA’s as they are all helping Express or ILR. They can’t figure out that their operating model has blown a gasket! It was never sustainable and will continue to fail! Someone in upper management needs to take the bull by the horns and change the operating model so that we can properly provide the service that Jake alleges we offer. Otherwise wave goodbye to what this company once was.
So glad the TMs are chiming in to belittle the workforce as opposed to building folks up.
Yes read the post from @1vay to confirm the low education level.
@1jzc - I commented in a different thread about the lack of spelling, grammar, coherence, etc. This site certainly draws more than its' fair share of high school dropout caliber intellect.
The metrics usually are unrealistic. You boss is told to say otherwise and boss is held responsible. Sucks.
If leadership was good, they could teach 99% how to be successful and have low turnover. Unfortunately today real leadership is almost extinct.
Asking that question on this site is analogous to asking Special Olympians to post their best time in a track event. The people on this site are not your typical performer even though many like to make up how talented they are which no one can verify. And yes, this is Michael T.
Why don’t you be specific and talk about a metric that is unrealistic and why instead of misspelling words - and putting together sentences that don’t even begin to make sense.
They dont enough staffing in any dept to do the job adequately so they are playing on metrics……again Robert Yi, a failure and retired executive is largely responsible for all of this under the leadership of Titsford
All the managers quite biased think they are coaches and act like weirdos. Like basketball team coach cutting players who don't fit their mild or push back for reality and answers. It's a power show and sick really. Gone in for years in most areas
Your boss is a talking head puppet. Not a boss
Sounds like you are soon on your way to a PIP plan.