I work for a call center that helps 9/11 victims get medical compensation for ongoing conditions. All of the callers tell me every day that they appreciate me. But my adherence on Verint is 79%. Because sometimes my computer has IT issues. Or I go onto “Follow Up work” in my disposition because I want to make sure the emails or messages to doctors I send about patients has the right information in it. I want to focus all of my attention on the current caller. And I only do it when there are no other calls in the queue.
I try to be kind. To go above and beyond for the patients. To express empathy. I even made a point to start learning Spanish because there are a lot of Spanish speaking patients and I know they would appreciate having an actual conversation rather than having everything through an interpreter.
I'm not always perfect. But I show up. I do my job. I try to be as helpful as I can.
But I feel like I'm going to get fired at any moment. Every where I turn there is another metric that I'm not measuring up to. It feels like absolute garbage and I feel like that stupid adherence percentage on Verint defines me as a person .
I've been at this job for two years. I like that it is remote because I”m immunocompromised and I still don't feel safe going out and working in crowded spaces in this pandemic. My supervisor is amazing and says I do good work. But at the end of the day all that matters is that stupid number on Verint. I feel really angry and hopeless