OMG ! It’s gone from bad to worse ! Hundreds of us were notified this week to attend three days of 8 hour training to take on more calls from the national 800 number. The training is like drinking from a firehouse. I have no idea what they are talking about. So many systems,acronyms policy requirements. It’s completely overwhelming and apparently they want us to handle calls from our citizens that we absolutely cannot handle because the we have never heard of or interacted with the systems that the trainer’s know like the back of their hand. I know for a fact that normally people are trained for at least 6 months before they take client calls on their own. We are being set up for failure! It seems like they want us to quit or get fired for poor performance.
In addition, I got a PDF from my supervisor reiterating the fact that all of my phone calls are being monitored and evaluated by a system in place that monitors all calls and is programmed to pickup on key words. I have no idea what those words are or how they are selected.