Going downhill unless things change. - Member Support Representative Happen Bank Employee Review

-The metrics are broken into 4 categories. QA, Adherence, Customer Satisfaction, and Average Handle time. -QA is basically how your call is graded. The QA department picks a random call and grades it based on tone, helping the customer, going above and beyond, etc. The fact that it's random means you can have 100 good calls and if they pick the one bad one, there goes your score. You get dinged for the smallest things, like not asking for their name instead of loan number. QAs do not seem to correlate with other metrics. -Adherence. Basically you get to work and have a set schedule. You don't get to choose your breaks or lunch. Have fun eating your lunch at 9:30 and not having your next break until 3 hours later. It also goes down when you depart from your schedule. It's on a 100% system. You get 93% or above and you get full points. Anything below and you start losing them. You get 30 mins for the entire day to use the bathroom, enter in notes that you didn't get in during the call, etc. The biggest problem with this metric is its not fair or efficient. I know people with high adherence that barely take any calls in a day. Others can take double the calls they take in less amont of time, but because they did it outside their schedule, they get penalized for it. Getting rid of or reducing the metric would greatly enhance agent morale. -Customer Satisfaction. You think in a call center where you speak directly to your customers, customer satisfaction would matter. Nope! You can be the most helpful person and have customers giving raving reviews but not have it matter because you messed up on one thing and you lost all those points you just gained on your QA! You think QA and Customer satisfaction would correlate but they dont. I have a friend who has super high QA scores but customers apparently hate him. Others get great reviews from customers but their QAs lack and that gets penalized. -Average Handle time. A call center is mostly about volume. You have thousands of calls coming in and you need your agents to take as many as possible to avoid long hold times. You have 4:30 average to verify the borrower, find out their problem, look through their account and documents, relay what we need to the borrower, and notate on their account. It's not as bad as it sounds but those they expect people to take fast calls and when they don't their QAs suffer. When they have longer than 4:30 they lose points for not finishing quick enough. It doesn't make much sense. Overall the metric system is out of wack. If you want to do good according to LC, you have to never move from your desk, take quick calls but also somehow solve all the customers problems and do it in a manner that gets you high QAs. It's not realistic. Morale is at an all time low. Several good friends were laid off with no notice due to the scandal of a few top executives. The new COO even stated it's an investor driven company and borrowers are second in line.