Ok, so I get the “good intentions” of the procedures - sanitary, patient health and wellbeing, etc - sounds good on paper. It yeah, you’re right that it’s demoralizing and easily causes burnout. I’ve had jobs where management absolutely didn’t trust their employees to do the right thing. They even went so far as to herd us into a janitors closet and then walk us to our desks (floating desk arrangements at a call center) like we were children.
The managers were told to walk up and down the rows and look for people not doing their job and fire them. We were told if we weren’t on active calls, we were to sit in our chairs with our hands over the keyboard in ready position for the next call. No talking; no reading books; no nothing. I’m sure somewhere on paper it sounded like a good idea. But it was the absolute most toxic environment I’ve personally been in.
Right now we’re just trying to keep the ANA from making it our fault for “patient abandonment” if the hospital doesn’t hire (usually extremely expensive) travel nurses to cover strikes. The way strikes work for nurses is that hospitals are essential to a community, so you have to give notice, then the hospital has to find temps to cover (again, I’m fine with this, I don’t consider them scabs, their wages alone are punishing the hospital, but this is also why they shouldn’t be capping travel salaries). The issue is they’re trying to make it so that it’s the responsibility of the nurses going on strike to find that coverage, or they get charged with abandoning the patients. They’re taking comments right now, let me find the link. Here’s the r/nursing post that person said it all better (I’ve been trying to get more hcw communities going over here but it’s slow going and feels like it’s only me sometimes.
Fucking tech solutions to a manager problem. The manager should care about the metrics of wait time and client satisfaction.
If waits are low and satisfaction is high. Then who gives fuck all about what techs do in between calls.
Metrics like calls per tech or average length of calls could be used to better understand tech efficiency. Or even rings before pickup. A good pbx can help ensure calls are relatively equally spread between techs. This helps keep one tech from over working for another slacking off. You can have utilization goals so that you aren’t under or over staffed (I’m of the opinion that a techs utilization should be roughly 75-80% and they should have downtime in their shifts to prevent burnout.)
It’s stupid, inhumane, and impossible to expect an employee to track, bill, and work 100% of their shift.
Ok, so I get the “good intentions” of the procedures - sanitary, patient health and wellbeing, etc - sounds good on paper. It yeah, you’re right that it’s demoralizing and easily causes burnout. I’ve had jobs where management absolutely didn’t trust their employees to do the right thing. They even went so far as to herd us into a janitors closet and then walk us to our desks (floating desk arrangements at a call center) like we were children.
The managers were told to walk up and down the rows and look for people not doing their job and fire them. We were told if we weren’t on active calls, we were to sit in our chairs with our hands over the keyboard in ready position for the next call. No talking; no reading books; no nothing. I’m sure somewhere on paper it sounded like a good idea. But it was the absolute most toxic environment I’ve personally been in.
Anyway, y’all should unionize.
Right now we’re just trying to keep the ANA from making it our fault for “patient abandonment” if the hospital doesn’t hire (usually extremely expensive) travel nurses to cover strikes. The way strikes work for nurses is that hospitals are essential to a community, so you have to give notice, then the hospital has to find temps to cover (again, I’m fine with this, I don’t consider them scabs, their wages alone are punishing the hospital, but this is also why they shouldn’t be capping travel salaries). The issue is they’re trying to make it so that it’s the responsibility of the nurses going on strike to find that coverage, or they get charged with abandoning the patients. They’re taking comments right now, let me find the link. Here’s the r/nursing post that person said it all better (I’ve been trying to get more hcw communities going over here but it’s slow going and feels like it’s only me sometimes.
Fucking tech solutions to a manager problem. The manager should care about the metrics of wait time and client satisfaction.
If waits are low and satisfaction is high. Then who gives fuck all about what techs do in between calls.
Metrics like calls per tech or average length of calls could be used to better understand tech efficiency. Or even rings before pickup. A good pbx can help ensure calls are relatively equally spread between techs. This helps keep one tech from over working for another slacking off. You can have utilization goals so that you aren’t under or over staffed (I’m of the opinion that a techs utilization should be roughly 75-80% and they should have downtime in their shifts to prevent burnout.)
It’s stupid, inhumane, and impossible to expect an employee to track, bill, and work 100% of their shift.
I bet scam call center have a better working environment that this.