It appears the culture on a higher level has shifted dramatically very recently towards cutting costs or improving profits via AI in ways that may not ultimately help the customers of Businessolver. I'm seeing this observation about a culture change in other reviews so it's something important for higher management to seriously consider. It is not any of the Supervisors or Team Leads' or Client Lead's faults. They are excellent and amazing people. The atmosphere was fun and caring. It is a demanding job but it was fantastic.
I was with Businessolver for a couple years and while challenging,
I enjoyed the job. My scores became better and better and I was proud of my performance. I was getting 100% on many QAs. I felt my supervisor and team leads genuinely cared for me and I bragged about how lucky I was to have such great Supervisors to family and friends. People were very friendly. It felt like a family and looked forward to work. I performed well enough to receive the surprise of a generous holiday bonus. I kept my hours within the amount needed to stay aboard as a temporary part-time gig advocate since I needed flexibility with my family situation and was told if I performed well I could remain indefinitely. I thought I was set because I survived the initial letting go of people after my first A.E.
However, I recently was let go with no warning - a day's notice - before a shift due to the mass of calls dying down, while in years past they had let us stay on during the slow season. I'm highly trained and personable on the phone and in a period of six months, only had to escalate two calls to a manager. I prided myself on my ability to calm down upset callers. I don't hold my being let go against my supervisor because I believe they were given guidance to trim member advocates due to call volume, and had to pick some of us, but it shattered my illusion of being part of a family and that my improving performance, constant communication, and treatment of callers were valued. I LOVED the job.
I may reapply in the fall when they rehire for A.E. if I don't find other work but it will honestly affect my morale that my love of customers, engagement and encouragement of my fellow advocates, participation in meetings, and high scores were not valued and I was viewed as superfluous. To be realistic, you can't expect a person to ever to being the same level of enthusiasm after a layoff, even if they give it their best, because they will feel inferior, and it's better to encourage high morale and loyalty. Empathy cannot be faked by advocates under stress. I had 100% survey scores from customers when I was let go.
