Biggest con that I have a problem with is their metrics. They make their supervisors threaten great staff over things that cannot be controlled 95% of the time which is adherence and ACW. Adherence is coming back from breaks on time! However, most people who call in do not want you to hang up on them or call them back to assist them. Most of these calls run into our breaks and we are supposed to be a one call resolution company and prolonging assisting that particular member right then and there for a scheduled adherence shows you will put your own needs before others … so I thought. What happened to being selfless and going above and beyond it’s non existent in this company! Then ACW that’s documenting after your calls very fast. When I first began working at SCAN ACW was a factor but not as strict. I am a person who likes to be thorough in my notes and it seems as though you have to sum everything up to meet ACW you end up on corrective plans and can face termination because of these two things! Which makes no sense because SCAN has many agents who has worked here for years that brings them great customer experiences, high NPS scores etc but the good you do for them is definitely overlooked by the above mentioned things. My second to last dislike is they promote people who follow the metrics over whose knowledgeable. I use to think putting my breaks on hold to win the happiness of a member mattered or helping the team mattered and it does not what matters is only adherence, ACW and attendance if you can do those 3 things and barely have knowledge you will be promoted. A lot of SCAN agents who has been working here for years fall short to those who are not as knowledgeable. Then lastly, SCAN pays their experienced workers the same as new hires which is a slap in our face because the new hires do call avoidance they have agents who are on special projects lines that can only answer basic questions and doing the bare minimum paid the same as a person who went through pharmacy, billing training etc. Agents who has been with SCAN helping them achieve their goals for 3+ years should be at least receiving 28 an hour but no we fall short some of us with new hire pay and that is not fair.
