Asurion Work From Home - CCR Asurion Employee Review

Lately this has been a horrible place to work. On any given day 10-20 percent of the employees don't show up to work (20 percent on holiday weekends etc). That doesn't include the ones out on PTO or other authorized time off. The work environment is so bad that 10-20 percent of the employees say there is no way I am going into work today. That is hard to do considering that we work from home. Management at this company is completely incompetent. This month their solution for the lack of employee moral is to have "mandatory overtime." That's right. Since employees don't like working here we are going to make it mandatory that they work here more. Makes sense right? I have had so many unresolved complaints with this company that I now have to keep a word document with them listed to keep them all straight. I am not a complainer but this company has really dropped the ball. One cause that I have noticed is the counterproductive policies of Asurion. When there is time between calls they let employees leave early thus increasing the load of work on their coworkers. Now that the productive employees are burning out there is a crisis in the staffing. Now they have another new counterproductive policy of mandatory overtime. I have a lot of experience working with this company. I have worked here for 2 years and I have worked 55 hours a week here. I know what I am talking about. The quality reviews are complete non-sense. The supervisors cant even get them correct. I had a sup (aka supervisor) last month that did a quality review and just made up policies that don't exist and took off points for it. I asked her in our coaching when that became a policy and if it is a policy where can I read it so that I can understand it. She could not answer me. I would expect sups to have experience enough at this job to know how to do a correct quality review but I have noticed that the sups here are incompetent. I noticed this right off the bat when I started working here because we have a group chat to ask troubleshooting questions. I would often ask questions because I was new and I would not get a response. When I did get a response it was just more non-sense. This didn't bother me much because the sup that I had at the time was competent but he isn't my sup anymore. I have achieved every metric that this company has and so I know what I am talking about. Most of the sups here don't even deserve to be sups. It amazes me on a daily basis how they don't have the basic skills to be a CCR much less a sup. Since my competent sup moved to a different position in the company I have been forced to live with terrible sups who are incompetent. I now have my 3rd sup this year and it is only June. This is not a good sign. Our incentives and goals are based on the reviews of other people that don't makes sense. Last month I got 3 UTRs. 2 of the 3 didn't make any sense at all. I assume this was because the tech didn't fill out the review correctly. This has been a constant problem for the last year. I have asked my sups to explain to me why these were UTRs but they couldn't. This makes me feel uncomfortable because it reflects poorly on me when it shouldn't. This is even worse when it comes to quality reviews. I am sure if we took 3 different people and asked them to score a call them would come up with 3 completely different scores. This is frustrating because it is more about a subjective opinion than about actual quality. Additionally we don't get to hear the calls that are reviewed so there is no way that I can know if it is correct or not. When we do listen to the calls which happens on occasion I find huge problems with what the quality reviewers wrote. Sometimes I don't even have to listen to the call because the notes are incoherent and self contradictory to begin with. This reflects poorly on me and it shouldn't. I get the impression that management doesn't care about these things because the blame always goes down the line and not up. The CCRs are blamed for everything since we are the workhorses of the company. Management doesn't bother addressing the problems because the problems are not their problems. They just blame individual performance on each person. Even when the average person only gets 60% on their quality reviews each month. It is somehow not because the reviews are unreasonable or we aren't trained. The goal still remains at 80-90% even though the average score is 60%. The more counterproductive policies management comes up with to fix a system that could be easily fixed by rational thought and common sense the worse it is going to get. The worse it is going to get the more people are going to give up. This has turned into a crisis. Instead of congratulating and promoting the competent employees management is promoting incompetent ones. I not sure what their thinking is but this often results in them being demoted again. The only thing that has kept me around is the promise of incentives for good work. I have achieved all the incentives and over the last year they have been cutting the incentives which has been a complete turn off. In April my bonus would have been $250 but since they changed the requirements in April it was only $100. This is completely unacceptable. The incentives were supposed to be a reward for being an exceptional employee. If they change that then I will no longer have a reason to continue working here. I have earned a bonus every month that I have worked here since I became eligible. That is 15 consecutive months of bonuses. Changing the bonus structure to punish the CCR reps for no apparent reason is unacceptable. I will not take a pay cut due to incompetence in management. The sups constantly say that they are here to help and if you have any questions to ask them. But that is just pleasant words with no backing. In fact when I ask a sup a question I get rude responses like what you would get at the DMV. They act like what you expect me to help you? You expect me to do my job? Ha, not a chance. Also we have not been able to talk about any of this since coachings are cancelled due to high call volume. We have had our weekly briefings cancelled for the last 90 days. They expect us to do a good job but they never have time for us to ask questions or even interact with our supervisors. Since we work in different places we have been completely disconnected. Don't believe me? The Grand Rapids call center was closed because they couldn't find staffing for it. That is like a Walmart opening in your community but it was closed because nobody would work there. How bad is it that no one in an entire town wants to work for your company? I was told that they literally went though the entire population of the city and couldn't find enough people to staff the call center. Management is so unreasonable that nobody wants to work here. I have had sups lie to me and my coworkers have said the same about their sups. It is a culture of abuse.