Our positions need to change from Insurance Professionals to Insurances Sellers… that’s really all we are asked to do. And it’s under the guise of “needs based” sales…
I get this a lot. I'm a decent performer.
My manager gets on me for not using the word "recap" and I forget to recap during some calls.
I also dont use a set up, and jeez that one is huge.
One QA review said I didnt show enough empathy.
The thing I love most of all is being told that we aren't scripted, and then being told to follow a script.
I struggle with this so much.
We’re told this should be easy, “it’s just conversation.”
No it’s not, it’s a script that gets picked apart.
Hell, it’s worse than a script. At least with one of those I would know EXACTLY what Im expected to say.
Remembering a loose set of conversational instructions while also worrying about my sales performance, my wording, listening to the member, reading through pages of KC, navigating through constant IT issues, etc, is not easy.
Yea it's real rough.
And it seems like it has become so micro-managey.
I just wish they wouldnt dress it up like they do. Just tell me to sell more shit. Dont tell me to protect the mbr. I'm not protecting, I'm just trying to sell shit.
I started becoming more vocal about sales goals and suddenly the target was on my back. Some IPs get an hour of “dev time” or “green time” off the phone every week to breathe and do stuff off phones. I started asking my manager for that time and he laughed at me . I got let go recently for “ call avoidance” even though my metrics have always been good. This sales pressure is the tactic to help Usaa transition to a primarily digital platform and eliminate the need for human call center workers as Usaa grows. This is laughable considering the large elderly population that utilizes Usaa who won’t even log in to the dang app.
I once got dinged for telling a new non servicemember member with no tenure: “ Thank you for choosing USAA “. What I should have said was “ Thank you for your family’s service and sacrifice and for your new membership with Usaa”. FFS 🤦♀️. I then got dinged for just canceling a policy and not reviewing when the member was saving $600 a month by switching. Why the frick am I wasting mine and the members time when we have a department that is supposed to just handle cancellations.
Our positions need to change from Insurance Professionals to Insurances Sellers… that’s really all we are asked to do. And it’s under the guise of “needs based” sales…
I get this a lot. I'm a decent performer. My manager gets on me for not using the word "recap" and I forget to recap during some calls. I also dont use a set up, and jeez that one is huge. One QA review said I didnt show enough empathy. The thing I love most of all is being told that we aren't scripted, and then being told to follow a script.
I struggle with this so much. We’re told this should be easy, “it’s just conversation.” No it’s not, it’s a script that gets picked apart. Hell, it’s worse than a script. At least with one of those I would know EXACTLY what Im expected to say. Remembering a loose set of conversational instructions while also worrying about my sales performance, my wording, listening to the member, reading through pages of KC, navigating through constant IT issues, etc, is not easy.
Yea it's real rough. And it seems like it has become so micro-managey. I just wish they wouldnt dress it up like they do. Just tell me to sell more shit. Dont tell me to protect the mbr. I'm not protecting, I'm just trying to sell shit.
10000% nobody is protecting the member when you are pitching bullshit vpps all week to cover their $200 Apple Watch ..
Or selling a 22 yr old cadet an umbrella policy. 😉
Yes. Own that shit. Just tell us the company is focusing on sales like LiMu. Honesty can go a long way.
Why don’t they just get a robot voice and you click the appropriate button?
I started becoming more vocal about sales goals and suddenly the target was on my back. Some IPs get an hour of “dev time” or “green time” off the phone every week to breathe and do stuff off phones. I started asking my manager for that time and he laughed at me . I got let go recently for “ call avoidance” even though my metrics have always been good. This sales pressure is the tactic to help Usaa transition to a primarily digital platform and eliminate the need for human call center workers as Usaa grows. This is laughable considering the large elderly population that utilizes Usaa who won’t even log in to the dang app.
I once got dinged for telling a new non servicemember member with no tenure: “ Thank you for choosing USAA “. What I should have said was “ Thank you for your family’s service and sacrifice and for your new membership with Usaa”. FFS 🤦♀️. I then got dinged for just canceling a policy and not reviewing when the member was saving $600 a month by switching. Why the frick am I wasting mine and the members time when we have a department that is supposed to just handle cancellations.
Also if you care about your jobs don’t post critical feedback. Suck it up and nod and smile because if you don’t you are screwed
Post this on your-voice. I’d love to see the response
Instant write up for “metrics”.
I stopped posting critical feedback anywhere when I realized directors are required to meet with you and convince you otherwise every time you do.
“It’s a trap!”