![]() They were like, ‘Well, sorry, you’re not getting a raise, you know, you’re just out of luck this year,’” one worker said. “After a year of Covid, and all of us making adjustments for Covid and everything. In addition to the increased workloads and frustrating processes, the worker explained that customer service advocates did not receive a raise this year. Our manager would post our numbers daily so everybody on your team knows whether or not you’re meeting your metrics.” Email, after email, after email – check your numbers, make sure you hit your numbers and everything. “The numbers are constantly driven down your throat. We’re given 15 minutes to make outbound phone calls to doctor offices, provider offices, and they get taken away because of the call volume metrics,” the worker said. It could have been six months before reimbursement and it was going to be in a multitude of checks. Paid time off was taken from workers for any technical issues they experienced while working remotely, and staff handled a huge volume of calls from customers irritated about the delays in processing Covid-19 testing reimbursement claims.Ī customer service advocate at Cigna said a new set of issues arose once the Covid-19 pandemic hit and workers were allowed to work from home. And when you can’t resolve it for either lack of training or lack of time because you’re having to meet metrics, that gets old.”Ī second customer service advocate in the midwest explained a whole new set of issues arose once the Covid-19 pandemic hit and workers were allowed to work from home. This is a customer who has called multiple times and they’re upset. “There were times when I was the sixth customer service advocate that they’ve talked to in the last couple of weeks, and nothing is getting resolved. There were days that I would almost be in tears before I would even log in for work, I just mentally, emotionally and physically cannot handle that anymore,” the representative added. The worker explained they often receive phone calls from customers who have called repeatedly without any resolution to their problem, and that they are constantly being monitored by apps and prompted to move on to the next call. The phone call metrics could go down if customer service advocates were trained better and we had better resources.” They’re constantly on you about them and to me, that doesn’t really meet the customers’ needs. “Customer management requires us to handle phone calls within a specific amount of time,” said a call representative at Cigna in the midwest who requested to remain anonymous for fear of retaliation. ![]() Several months ago, workers started an online petition demanding Cigna improve working conditions, including lifting a pay raise freeze, stopping constant harassment of workers to meet production metrics and providing a way for workers to report abusive callers.
0 Comments
Leave a Reply. |