Since the implementation of the VTM machines, my experience with the MCC has deteriorated. Managers decided to link the chat function with VTM so if anyone was working chat, they would have to drive into the building to operate it because VTMs can only be operated in branch. Plus, even if you had 3 chats, you were directed to stop chatting if you got a VTM call and devote your entire time to the member at the VTM while the people in chat waited for a response. No matter how many times I pointed out how awful this was for member experience, my cries fell on deaf ears. The most remote function cannot be done remotely – it blows my mind. But then came the decision to slowly dissolve my position of E-Service Specialist, which was a role that I helped pioneer and that I was great at, but the worst part is that management did this with a smile on their face. It’s insulting to my hard work, reliability, and dedication that I have shown to the MCC for the last 6 years to be cast aside like that.
