A for AES, survey we have to complete every year and every year the same big issues remains. Soon the survey will be live and they will come with cake, sweets, hoping they can get us to give good results like children
B for (shift) bonus, the only reason people manage to stay in this place
C for canteen, worst place to have lunch, overpriced and they don’t have enough staff (especially now that we only have 30mn lunch, 15mn is spent to order food )
D for depression, over the years people have had burn out, people are calling more and more sick, (if you are unwell and don’t like the place you work in, it’s harder to make the effort to come anyway) which put more pressure on people who don’t call sick but are also struggling
E for errors, we fail quality for not logging errors against our own colleagues, great way to make everybody happy
F for finance, another source of problem in this company, they have 6 weeks backlog, if an error was made in a claim payment it takes 6weeks to be resolved minimum, no consideration made for members if they need their money back to pay for rent, mortgages other medical bills. And we have to deal with unhappy members ...
G for goal, our goals are unachievable, we need to take so many calls and we are transferred so many emails, then log complaints errors feedback and all that with an average of a couple of minutes after a call. And if you don’t go back on ready to take calls then you get emails popping in your outlook asking you to take calls ... there is even someone reporting to our TL how many minutes we stayed longer in break, or if we went 5mn in a unplanned break or we if we logged on the phone 2mn late in the morning... another great way to make us happy.
H for Holidays, there is not enough staff to allow people to go on holidays when they want. Guess soon that new person in charge of our roster (see roster) will also decide when we can go on holidays
HR, we have had good people for Helpline, people who cared but the good one always leave
I for improvement, over the years some people have come with great ideas but they always left with them
J for just, this department has a problem with having the same level of fairness with Irish staff and non Irish staff. Non Irish are always the one solicited for tasks nobody wants.
K for kilo, we all put on so much weight because of the stress in this place, it’s a disgrace and when people move to other department they usually go back in shape that shows how bad things are in the helpline
L for leadership, management has no idea what’s the definition of this word! Their boss put pressure on them they put pressure on TL and then some TLs are good enough to keep the pressure to themselves and not release the pressure down to the last person in the chain the officers ... but some TL don’t have the skill to keep it for themselves and it’s down to us to deal with it
M for management, the day they all leave it will get better, they all seat in one corner having fun all day (one of them seems to be working though but he is not of the same gender might not have the same interest) they should seat with us one full day and see what we have to go through to get what they ask done (not 1 hour shadowing, 1 day...)
N for noise, someone should check how loud this place can get
O for overtime, we are asked for overtime every week end but they dont think we should maybe hire more people ?
P for pressure, the pressure put on officers and team leaders is unreal
Q for quality, 3 persons check our quality weekly then we get the feedback and to argue anything we disagree on it takes ages to get it reviewed and in the meantime that affects our monthly bonus.
R for roster, up to yesterday 21/08 we still didn’t have our roster for September! When we are suppose to have a rotating roster now we don’t even know what days we work next month! The good thing about helpline is the shift bonus and the 4 days week end, but now if they tell us we have a 4 days week end in 2 weeks what am I going to do with it ... nothing! it will be too expensive to travel so ... might end up doing overtime (probably their ultimate goal)
S for stress no more comment!
T for team leader, poor them their job seems even worst than ours
T for trust, another words management doesn’t know
