Outdated software:
Employees are using ancient software. I say ancient because anything that has 98 or 2000 in its'title is ancient by computer software standards. There doesn't seem to be any efforts to change this.
Call center stats seem to matter more than other departments:
While I understand that in any call center, availability matters. However, it's stupid to focus on keeping good stats in the call center, while standards for other departments seem to be lacking. Getting chewed out by a member because their request for medical supplies or home health wasn't processed in a timely manner isn't providing excellent customer service. If you care about providing it, then the standards must be met across all the departments.
Restricting employees:
As stated above, availability matters in call centers. No one would disagree with this. But it's asinine to have a rule saying employees only get 5 minutes out their day to be away from their desk (through out their entire shift) is treating employees like they're children. I've worked in call centers before and never have I heard of such an asinine policy.
Micromanaging:
Quit bothering employees because they were in Extended Call Wrap (ECW) for 2 minutes. Why must an employee go to a supervisor just to send a form by email to member? What kind of nonsense is that? If there's a concern about employees getting bombarded with emails, then maybe it's about time to start thinking about getting better software to manage that, don't you think?
