If It Ain’t Broke…

, , , | Working | November 11, 2020

The call center I work for undergoes a bit of a policy change. To sum it up, we no longer have access to a customer’s username, no way to send a reset password link, and no way to add new payment methods barring a credit card, and even that has been overhauled.

Management: “The point of this is to lessen the number of calls by having customers find their own information, reset their own information, and add their own information. They don’t need an agent for that! It’s also to improve security on customer accounts.”

Sounds like a great idea, right?

Wrong.

Now, phone calls that may have been less than five minutes at most are getting up to ten or twenty minutes in length because we have to try to walk people through resetting a password or finding their username.

In all absolute honesty, I’m not sure if it really does improve security or lessen the number of calls. There was never anything sent out about any accounts that had been changed, and I can assure you that it did absolutely nothing to improve our call numbers. If anything, it made things worse; customers would get frustrated, hang up, and call back. And depending on the call review, we were penalized for that, especially if a customer was calling multiple times for the same issue.

Customers who may have called in before the change were now angry as to why we couldn’t send out a password reset email, so they started leaving bad reviews for agents, and that was affecting bonuses and rewards.

Maybe it was a bad idea to have the system from the start. Either way, it was extremely frustrating during the change, and it really affected those who had been trained with the system, as it had been like that for years. Maybe it was better overall for security to have the policy changed, but what mostly frustrates me is that there were no meetings to discuss the changes, just one email. And they didn’t even send it to everybody; I never got one. So, to sum it up, some agents are getting penalized for a change in the system and policy they may not even be aware of.

I don’t miss that place.

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