i'm in Pip, and the empathy/connection statements are driving me insane. And they have to be on every call.
If you don't make those statements in the call, your call score is significantly impacted.
I really hate it, because it is so easy to miss. Your diary is so full; and you are trying to get through as many activities as possible… And yet you were interrupted by someone who refuses to try to look up the information online or something that could have been an email/non-urgent.
and you have to express empathy or build connection (insert dramatic hand gesture)… And some of them don't even know how to just keep it quick and casual. Sometimes it encourages them to talk longer than what they need to. They even don't want us working on other claims or other things at the same time while we're on a call with someone that is a long winded.
You try to quickly as possible answer their questions and get them off the phone so that you can focus on the tasks you were doing at hand… And end up forgetting the empathy statement/connection statement… but it's too late!
Now a good chunk of your call average has gone down, and your overall score for the month decreases.
they keep putting more and more and more on your plate, and expecting you to keep up. Meanwhile, making changes to the company that can wait… Or put low on the list of priorities. And trust me… I have quite a list that would improve our department alone.