I work in a roadside assistance call center. I love my job. We’re the nations largest white label RSA company, providing roadside assistance to like insurance company customers.
I’m also in the top department here. Until a week ago there were like 150 of us. We handle cases that are jacked up or delayed or complex.
Again, I love this company. They bought us all computers and sent us permanently WFH when the pandemic hit and I make close to $25/hour
Our metrics are simple. How many cases can you close (complete) per hour. It has always been a goal of 2.5, but you were safe above 2. So like 15-16 cases in an 8 hour shift.
Well. A few months ago they offshored a lot of our volume. Great. We were busy and it actually helped.
Then this month they brought over 50 additional agents from a department they closed. So we’re now at 200 agents.
And in the last week, the bottom fell out of our volume. We’re slow af. I’ve sat here all day and worked one case. There’s physically nothing for me to do.
Now they’re saying anyone who doesn’t get to 2.5/JPH will start a success plan. That can eventually lead to termination. It’s like, week 1 you don’t get to 2.5 you go on a verbal, then a written, then fired.
But there’s nothing to do.
It’s so frustrating. I love this job to pieces but idk what to do.