Our entire job performance is now based on customer reviews, and it doesn't matter if it was a policy you didnt write, or if the review was actually for another member who took the call and passed it to you, its then yours. Every day, I come into a job, that is looking more and more like other places I've worked. Moral is low, the excitement to excel has ceased. You come into work and you're confronted with what you did wrong, or a situation a member is upset about. You then get the chance to justify it or explain the situation, but ultimately, its going to be the cost of your bonuses. You and your team, get reviewed together too, so if one person is doing poorly, its everyone who suffers. Furthermore, they fish for feedback from members by sending emails to ask for them to respond, so if someone had a call with an agent and it went poorly, and then we email about their experience and they say it was horrible, and you get that email to respond too, then their experience is then attached to YOU, not the person who took the call. The whole thing is really unfair and unethical. It doesn't give a good glimpse of an agents actual work.
