Customer Service - Customer Service Representative Healthgrades Employee Review

Quality assurance metrics/goals are inconsistent and difficult to attain. The performance reviews provide little help with improving stats or retraining problem areas. A time management tool "Blue Pumpkin" used to monitor employee call time (all time not spent on active customer call) is inaccurate and damaging to employees metrics/stats that is directly linked to performance and pay. It also makes the job extremely stressful and is counterproductive to keeping long term employees.