Poor Management, Poor Expectations - werkgeversreview Pharmacy Support Analyst bij ScriptPro

*Smart IVR - The IVR can be manually adjusted but is set to function automatically and make its own decisions as far as call routing goes. The touted reason is that it makes customer experiences better. What this looks like in practice is the IVR deciding that a couple of agents on the team are better choices to handle all of the different calls than the rest of the team. So these chosen agents are then taking back to back calls while their team sits in available for 30 minutes to an hour. Meanwhile your management will still hold you to the same SLA and metric expectations as the guy receiving 1 call an hour. If you raise concerns to management about the IVR routing to you constantly they will flat out lie. They initially told me that the way the IVR was set up was to route to the next person in available unless you were specifically queued higher for a red carpet VIP client, in which case you would be prioritized for that given client over your teammates. They explained that it would be impossible for the IVR to route calls to me instead of my teammates as I was not on this VIP team. After I continued to raise concerns they got steadily more and more frustrated and defensive about this while dismissing it as a possibility for an ENTIRE YEAR while my call volume built up to an astronomical level. The entire time this was happening they were berating me about my metrics and how many tickets I had open vs what was within SLA. They acted like this was business as usual. Lucky for me I began documenting my spot in the queue compared to my colleagues when I would receive a call and had an entire folder full of these instances happening all day every day. I raised my concerns again and management then changed their tune entirely. At this point they told me that Script Pro used a Smart IVR that prioritized calls for agents that have had the most contact with that customer site. This ignores your available time entirely and will even hold calls for you to get off the phone. Yes you heard that right, it will keep 1-2 calls on hold for you specifically while you are on a call while you have 6-8 teammates in an available status who could take those calls. At the heaviest point I ended up with 10-15 sites coming to me directly instead of my team and a queue of 40-45 tickets open, this is while I was regularly closing easy tickets throughout the day. Finally I had enough and decided this stress was not worth it trying to play perpetual catch up with this, so I reached out to my management and advised them that I would begin applying for other roles in the company. This did not sit well with their egos so they pulled me into a meeting to talk to me about this, they advised me that I had to "ask their permission first" before applying for other positions as they would be asked about you by other department heads and would hate to be caught off guard. They then agreed to look into troubleshooting the IVR to see if they could reduce the call volume coming to me. Well conveniently the first "random change" my manager tried fixed this IVR problem immediately and I began getting calls in sequential order again and I actually started enjoying my job for once. Fast forward a month to where I have brought my ticket queue from 40 down to 13 and have an actual work life balance because I am not getting blitzed with calls 24/7. That same manager randomly emails me advising me that they did not see any difference in the calls being routed to me after the change so they were going to reactivate the feature they had changed in the IVR. They then told tried giving me advice that pointed to the calls being routed to me was based off of how I was working these calls and that I needed to work on that. The very same day I begin getting calls routed to me around my team again, the very same clients from before jumping the queue to come to me. Heck the IVR even decided that members of some of our special teams that pass calls over to us should jump the queue and route to me as well. So my volume is steadily increasing again. Now think about this, if the change they made actually changed nothing but I had expressed to my management how happy I was with the new change, why would they need to change it back? What would it be hurting to leave it the way it was if I was happy with my work and providing better quality service? The real reason is that they want me to soak calls for the rest of the team and the new hires. This job has a high turn over rate and what better way to deter those numbers than to make me the call sponge. This is a very unethical business practice to implement and has made me a staunch standard IVR advocate going forward. If any company I work at going forward implements a smart IVR like this I will be headed for the door as fast as possible. *Supervisor Assistance - When I first started here you had a supervisor line you could call that the supervisors would man throughout the work day. They would assist you in solving complicated tickets and give you advice on how to handle different situations. This lead to them having a very high internal call volume to the point they needed to add another person to the supervisor line to assist them. ScriptPros calls are very complicated and they use a lot of ancient technology that breaks consistently. This is paired with the fact that the software devs will role out software that breaks systems due to it not being fully tested. You are then tasked with sifting through the weeds to solve any and every issue thrown at you from hardware issues, windows issues, script pro software issues to medical regulation and patient issues. This is alongside a very high call volume environment and very strict SLAs. So as you can imagine the supervisors assisting you with the more complicated issues was a god send and relieved a lot of pressure. For whatever reason the departments management team decided they would implement a new policy that dictates you need to set up a new activity within the help desk ticketing software asking for a supervisor to review your ticket alongside all of your findings and notes to give you advice on it. We are not allowed to call the supervisor line any more unless it is deemed an emergency and even then it is heavily frowned upon. What this looks like in practice is the supervisors taking over a week to review your tickets some times and deciding that you do not have enough notes so they simply tell you to do more research or they will have you attempt to solve a problem that is well above your paygrade and title. The most recent example of this I have experienced was my supervisor answering my help desk review to ask me to figure out how to configure a text messaging password reset feature in our software that was originally supposed to be implemented by our engineering team at roll out. There is no internal documentation on this process as this is not supposed to be accomplished by my department at all ever, so I am just expected to blindly figure it out while my tickets SLA climbs ever higher. As you can imagine, I am not an engineer and the company ethically should be routing this issue back to the higher department that failed to implement it at roll out. If we fail to fill out a form correctly or mishandle a ticket management will route it right back to you as well as track how many times you have had to make corrections on tickets. So it is a little odd that the same wouldn't apply to the software engineers who are paid astronomically more than my department. * Nobody Is Safe - My departments senior operations manager for the bulk of my time here had been with the company for 5+ years and for all appearances had built a very good working relationship with his bosses. They will actively banter in teams and emails towards each other and in office they have the same joking demeanor. Right before this holiday season he was randomly fired one day without any sort of explanation as to why or what happened. I know this was a termination because of how long he had been with the company and how positively he would speak about the company. This is paired with the fact that the day before he randomly vanished he was talking about our upcoming stats as well as making a lot of comments about the future looking bright and us trending in a positive direction as a team. The day after he was fired his boss announces that a sister departments senior operations manager will now be taking over our department while we merge the two departments together. Basically they could not justify the need to have to have two senior operations managers so instead of promoting him to something else or offering him a lateral position for all of his years of service they canned him over night. This man has a family at home and had put in 5+ years of service for the company leading a very stressful department. So this is to say that if the senior operations manager can get taken out like yesterdays garbage, what is protecting a level 1 or 2 employee who has been with the company for a couple of years?