- Unum Group04.Dec 2015
Support from Management
My department is a fairly new team of reps who service employers, brokers and our field offices via phone and emails. Since its a fairly new team there has been a lot of ambiguity around what expectations should be and what metrics they should consider in evaluating employee performance. This has caused a lot of ambiguity for the more seasoned reps who were trained to answer questions as well as provide additional detail that may assist the customer. Newer reps receive much less training and therefore, are not as detailed or provide incorrect information. It's become more of a production position then a customer service position. Employee morale has decreased as we have been asked to limit breaks, converse less and not to do anything other than buckle down on the work. I know management is feeling the pressure and it just flows down the chain Employee satisfaction surveys have been low and every attempt to make an improvement fails. I know many of us hope that everything turns around for the better. Targets are unrealistic. Employees are told to be candid and provide feedback but some have experienced negative consequences. Not all departments are experiencing this.
Absolutely. We have fire drills and training. Each team has a first responder trained to assist with emergencies.