I was in a department meeting the other day and "Leadership" announced yet another change. This time, they will be recording our telephone calls in the name of quality and improvement. Although it's easy to Monday morning quarterback, I sense an intention to find ways to withhold salary increases and/or annual bonuses.

If one call goes sideways and you maintain your composure, but you're firm, I feel they will find fault anyway. How (or can) I trust their new plan?

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I guess I’m failing to see the issue. But I’ve always worked places where our client calls were recorded for “quality.” Why do you think this policy will negatively impacted your raise or bonus?

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The way our "Leadership" operates is finding fault in everything one does. They will turn over every stone & stick to find an error to hold it over your head, but never in real time, which makes this worse. 3 months later, you must re-live a call you wished had never happened. It's not healthy.

We have had recorded calls for over 4 years now. We are in the senior health market and there are a lot of compliance issues in this industry. In the long run, it helps when you are doing the calls correctly. If you are not, it will hurt you. Overall, it makes you a better agent. You just have to get use to the idea that it's recorded.

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Since this is new to us, it came as a shock. For years we were told that we would never record calls for valid reasons. We were not given a reason and when you tell a room full of Analysts, a lot of people will ask why.

I would say that is contingent on how everything else works. What more than likely happened is some extreme issue, and now they need to backpedal on policy. Wait and see how it plays out. Hopefully, it’s not just micromanaging and blame.

helpful

Definitely! This is a great example of micromanaging, especially since no one in "Leadership" has to be on phones, but don't have a problem telling us how to do it better.

You can’t trust no one or anything that can potentially use something against you!

helpful

I agree! There is such a division between the worker bees and "Leadership" - it's quite toxic.

It’s your job to just go with the changes. Don’t think too much of it.

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