Aetna Inbound Queue Associate reviews

No help with escalated calls, unable to hang up on abusive callers, management less helpful and more concerned with punishment.

phone calls are back to back. you have 2% of your clocked in time for "Personal use" meaning that in a 8 hour day you have 9 minutes to use for bathroom breaks. no more than 10-15 seconds between calls. they tell you it's a customer service position. but it is not. you are not servicing the customers, you are making sure all the calls to the call center are answered because by law they have to answer 90-95% of their calls or they are forced to hire more people. so they don't care if you help the customers, all they care about is answering the call and either transferring them to another department, or getting off the phone. which doesn't really end up helping anyone. if you take 50 calls a day and transfer all those calls and not really the customers, you'll have way better stats than someone who takes 30 calls a day and helps most of the customers.