requirement to meet 4 minute Average Handle Time(AHT), so on average you don't take more than 4 minutes helping a caller, and are penalized or even fired if your AHT, but you can't control if an office calls with 6 policies with dozens of questions each, or there are 3rd part insurance verification companies outsourcing their contracts with dental offices all over the country and outsource them to a massive call-center in India who will ask about 100's of procedures one by one rather than letting you fax or email them, and the language barrier makes it infinitely slower having to repeat yourself over and over and over again. And then all the mangement say is "well, just try to control what you can on the call" which is nothing. You can't control when a caller isn't prepared and takes 3 minutes for them to give the information to pull up their account and verify them, so you're left with 1 minute to wrap it up to meet your 4 minute Average Handle Time goal which is impossible. People are constantly quitting or getting fired, and nothing is done to keep or retain good enployees. because it's a revolving door of trying to get new hires while employees keep leaving because they can't meet the insane goal, they are constantly understaffed, leading to backed up call queues, so the once the callers get through they try to make the most of their time with you and ask about 6, 7, 8 accounts so you end up with a 15-20 minute call and you get punished because the mismanagement and failure to staff adequately.
Seperate issue is the change to "Neighborhood Seating" instead of assigned desks/cubicles. People don't wipe down or clean their workstations after themselves, and before covid a bad case of the flu spread the entire floor because everyone switches and shares desks and keyboards and they weren't being cleaned, so covid made it an even more sever issue but still non-assigned seating persists to this day.
