My experience at ComPsych was atypical in that I received a great deal of career development. I had the opportunity to work with truly passionate people who not only invested in me but invested in ComPsych’s products and overall brand quality. That being said, it’s time to address the elephant in exit surveys…
If this place does not start investing in its human capital it will burst into a flaming dumpster inferno inextinguishable by anything save an act of God. There are talented people all over the ops center and instead of empowering them to come forward with ideas, form committees, and spearhead initiatives management gives them pizza and tells them their place is in the queue. As a result, the creative energy that could be spent streamlining processes is instead spent dogging the company on Spark and making expertly crafted MS Paint creations.
A refrain I consistently heard at ComPsych was “Well they signed up to be call center reps, they should just take calls”. At the time, this sounded sensible enough to me. It only took a few days gone to realize this thinking is not only dated, it’s completely misguided. These are adult employees. They need to feel like what they are doing matters and has impact, not just at the micro “We took 1200 calls yesterday yaaaah” level, but in a real systemic way. They want to leave work knowing that maybe not tomorrow, maybe not next week, but eventually one of their contributions is going to mean something to both the department but also the company.
ComPsych needs an employee development program, ComPsych needs clear and compelling company values, and above all ComPsych needs a willingness to accept the idea that not all time out of the queue is unproductive time. Get the queue under control and then lets start talking about the one thing ComPsych claims they were founded to care about, people.
I miss you guys. Stop reading this on your work computers. I see you.
