Coming up next on “As The Claim Processes,” alternately known as “As The Cluster Fucks,”:
#100048365 of Convergys, (otherwise known as Amanda), gets a verbal warning, (a mild form of writing-up, or disciplinary action, for those who have remained undefiled by the Convergys).
I was busy taking the phone calls yesterday afternoon, (we’re taking on the call volume for the FT. Pierce center due to their recent encounter with Hurricane Francess), and I was asked by my supervisor to “log into coaching and come to the monitoring room.” For those ex-Convergysites who were never blessed with the opportunity to go to the monitoring room, here follows a brief description of the path taken and the destination reached.
The monitoring room is hidden somewhere within the bowels of the building, out of the way of everything else, and it shares a back wall with the quality room, where the actual quality decisions get made. Think of the monitoring room as … uh … the anal deposit box for quality. You should think of it in this way because, whenever quality wants to shit on you, this is where you’ll be when it happens. And now that you have the preliminaries down, we can return to the entertainment portion of the program.
So I was led away to the monitoring room, and informed that I received an 82.22 percent on one of my calls. Let me state here that the rules have been changed, and the antie been upped. It’s no longer three 0 calls and you’re gone. It’s now three calls under 90 percent and you’re gone. For the first offense, you receive a verbal warning, followed by a written one for the second offense, and “termination due to quality” for the third. I was penalized for the following: Failing to obtain the medication, strength and prescription number from the pharmacist for the claim in question. The pharmacist had given the medication and strength, and had completely spelled out the problem, but I was penalized for not getting the prescription number, and they called it faliling to identify the drug. I was penalized for not keeping the pharmacist informed, after I had already informed the pharmacist I was performing an override for the claim in question, and was in the midst of performing the override. We’re apparently supposed to treat these people like they’re stupid, and can’t figure out what’s going on, even after we’ve informed them. I think maybe I should just say to them, in a mechanical voice, so that I fulfill all the “quality” requirements: “now performing … (name task) … Please wait” every 30 seconds or so, in order to avoid “dead air”, as they call it. The next thing I was penalized for was not asking the pharmacist if they needed further assistance, after the pharmacist had already stated that that was all they needed. “Would you like a hot apple assistance with that????”
My supervisor tried to stop quality from taking as many points as they did, but they wouldn’t budge on it. So I got the verbal warning, and thus have to try my best not to use my brain, or I’ll receive further disciplinary action. I! Hate! This! Fucking! Job!!!! The whole thing is fucking ridiculous. Customer service sucks. And I’m tired of taking it up the ass for $8.50 an hour. Yes, it’s finally $8.50 an hour. So I’m going to keep at this as long as I can, and save up the money, and get the fuck away from Convergys.

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