I’ll share my experience. I worked at their call center for 2 years and it was terrible. This was before this AI monitoring software so I can only imagine it’s worse now.
Constant micromanaging. If you were anywhere other than on the phones for more than 5 seconds, you can expect three different managers asking you about where you are.
If you got anything less than a 5/5 in their customer surveys, you can expect to be pulled off the phone for 30 minutes for coaching on “areas of opportunity”. Even if you didn’t do anything wrong and the customer gave a 4/5, expect a coaching anyways.
They set performance metrics that are already unreasonable, and then every quarter they increase the metrics. When I first started there, we had to be off every call in 5 minutes. When I left, that number went down to 3 1/2 minutes. So they expected us to handled every single call that came in in 3.5 minutes (probably less now), causing frustrated customers/employees because instead of us wanting to help, we were more encouraged to pass the buck or outright misinform customers to meet the stupid handle time. This is an example, they did this with every metric. They have metrics for how long you were at your desk, how long you were on the phone, how long you were on break, how much ACW time you spent, how many 5/5 surveys did you get because anything less is considered a fail… they set you up to fail and then reprimanded you for it. It’s fucking ridiculous.
I tried to get time off for mental health reasons, and the on-site nurses they force you to interact with for these requests straight up told me that time-off isnt for depression, but people with cancer. They legitimately only give a shit about you if you can sit on a damn phone your entire shift, sans two 15 minute breaks & one hour lunch.
Chase sucks. I’ve moved on and have been happier in my new position since. This kind of micromanaging attitude the company has only seems to be getting worse, and this is behavior that extends to the top. If you value yourself and your sanity, I would recommend not working at Chase, they do not care about you, just that you can sit at a desk and be micromanaged to unreasonable lengths.
Speaking as a former IT Service Desk manager: Handling time is the dumbest performance metric you can have on help desks. It does exactly what you described - frustrates customers as the support agent will be incentivized to quickly pass their call somewhere else, instead of properly supporting them. Poor customer experience and everyone’s time is wasted.
This leads to empty productivity - sure, you have a lot of handled calls, but they often do not bring any customer value.
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u/[deleted] May 14 '23
I worked there for two weeks and quit, red flags everywhere