Office Politics, Inconsistency, & Micro Management in PHS. - Policy Holder Services Representative Americo Life Employee Review

The things we are told to say/do by management & by a select few in leadership roles can be so inconsistent. Which causes the phone reps to say inconsistent things on the phones. Which drive more calls into the call center, increase escalations, cause unpleasant experiences for the callers & the phone reps, and drift us further and further away from our goal of one-call resolution.