My job involves taking calls while also working on pending cases. Normally, we get some off-phone time to do that, but lately management expects us to do everything at the same time. Basically, if there’s a small gap between calls, we’re expected to use it to work on the cases. It’s crazy because we need time to go through everything before finalizing them. I really want to tell management that we need off-phone time if they expect us to work efficiently, but I have no idea how to bring it up.

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That sound extremely mentally exhausting, and like they are setting you up for failure. How do you avoid making mistakes when you have 10 things on the go? I'm guessing your coworkers feel the same?

Yup everybody feels the exact same thing and we are frustated too with management's decision. I hope it gets chnaged soon.

This is how things were when I worked in insurance. We couldn't do our actual jobs beause the phones were blowing up all day every day. And management knew and didn't seem to care. They had unrealistic expectations.

They always do. At the end of my shift, it feels like I don't want to speak with anyone because of dealing with a lot of crazy customers all day.

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