Done with Concordville!!!
Ugh...peace!!!
7 replies (most recent on top)
The auto claims metrics set you up to fail from the start. Metrics say each new claim should take 15 mins. If you have a 2 car loss, a recorded statement from ONE of the drivers involved takes 10-15 minutes alone. Think about if you have more than 2 vehicles involved and how long that will take to get statements from all of the drivers involved. Then you are only scheduled 1 hour to do new claims. It takes an entire hour to do statements and explain processes/coverages Not to mention documenting the file, setting up repairs, etc. Then your manager scrutinizes you for not doing enough or you took too long. So, you are penalized for not getting that 2,3,4 car accident completed in 15 mins. Earlier post was accurate, production tracking should be based on the type of job you have.. we are not a manufacturing company.. liability investigations take time and alot of in depth thinking especially when you are working 10 states with different laws in each state. How you can put a time frame on complex claims is an utter slap in the face to your customers. Bad faith going on like crazy not to mention 3rd party doi complaints. I yanked all of my policies 3 years ago.. I cannot give a company my business when they have no respect for what the job actually entails/running their people in the ground. Whatever it takes to make employees fail so they can terminate them or push them to retirement and that's exactly what is happening in my building.
Ever heard of TPH (transactions per hour) the biggest EOM metric there is and it kills customer service and morale! Do as many as you can in an hour/day then do more the next day and the next and so on and so on!!! Mgrs love this and those that can cheat the system and play the game!!!
Direction is coming from above. The local management is doing what they are told. Workforce management is doing what they are told. Unfortunately, the metrics are unrealistic. the metrics do not focus on customer service. The metrics are designed to see how much work they can get out of you but we aren't a factory making widgets, we provide service which takes time and patience with each call. IF THE MANAGEMENT DOES TURN THIS THING AROUND AND TAKE CARE OF THE EMPLOYEES THE EMPLOYEES ARE NOT GOING TO TAKE CARE OF THE CUSTOMERS. There is already a revolt going on in the employee ranks. Good luck everyone!
That is insanity. How did this company go so far off the rails? EOM is not meant to be a negative but an improvement to customer service. So sad to hear this.
Other dept also penalize their employees for taking last minute PTO for an emergency. Crazy abuse of the employees with no work life balance.
I’m an impacted proximity employee and will know in 10 days +- if I’m in or out. I have metrics to adhere to also, but it is nothing like I read in the above. I have heard of these stories about insane governance by metric, but is this really the way it is in the hubs and named locations?
2+ years of mandatory ot doesn't do it for You? Come on!!! Being penalized in adhearance by doing your job is not enough either? An incoming phone call takes you past your SCHEDULED lunch/break time and you are penalized because you did your job then you take your break after, which means you did not take your break when assigned. You have to tell a customer, "sorry, I have to adhere to my schedule and my lunch/break starts now and i have to end the call because I have to stick to state farms metrics." It is beyond belief how any industry can penalize their employees for doing their job/what is expected..
What do you mean?