Sun Life doesn't care about their customers or their employees. - Customer Service Coordinator Sun Life Employee Review

Sun Life has 4 metrics for performance for customer service, but the management of the contact center focus on only one and it's speak to the company's true focus: Average call handle time - The expected handle time is 6 - 7 minutes. Each call, on average, includes a 30 seconds intro, 1:30 of hold time, 30 second closing and 1:30 of after call work (which is also included in the average call handling time). The management say it is to ensure that we don't waste the customers time, but you are left with 2 - 3 minutes to handle some pretty emotionally and financially sensitive questions affecting the callers daily life. This metrics alone suggests that they are more concerned with getting customers off the phone quickly than actually helping them. Until they actually realize that it is easier to retain an existing customer than get a new one Sun Life is in trouble.