Only Care About Stats - Benefits Counselor Mercer Employee Review

From looking at Mercer's website and reading many of the reports that they put out, I expected much more since being brought on and have unfortunately been disappointed. I am not sure if the information presented is for show; perhaps there are a select few departments that actually represent what the company says they are all about. After being with the company for less than 1 year, I was told I was being moved into another department. I was given no choice in the matter. Business needs can change, yes, but the entire process was extremely disorganized, on top of being told I was moving and having no say so whatsoever. I was moved from a subject matter I enjoyed to one I really have no interest or experience in. The training was severely lacking. Since moving, I've made a few suggestions on what would help to succeed but it never goes anywhere. Management expects you to meet stats that they have determined to equate to succeeding, which are really just outdated call center metrics (i.e. customer satisfaction/survey percentage, but when a customer isn't satisfied, they don't actually follow up with the customer, average talk time, quality assurance score). When you don't hit certain numbers, you get reprimanded. But they aren't providing the tools necessary for employees to suceed. They want to be hands off (in terms of training), while suffocating you at the same time (in terms of harassing you over stats). As a result of hitting certain numbers, they're able to put a statistic on marketing material to present to a client. But are we actually providing a good customer experience that makes us stand out from the rest? No. Management asks, or surveys go out asking employees for suggestions, but nothing ever happens with what employees suggest. Changes get implemented based on what management wants. There isn't enough support to help employees out when we need it. Some departments don't have to do follow ups to customers that require research, but others do. When you are taking incoming calls, it becomes too much to also do research and do outbound calls on top of that. Management says they will give you time off the phones to work on pending items, but in reality, the staffing levels are too low to allow it. You then get emails with a request to let them know the status on a particular outstanding case. So the cases just sit there and don't get addressed. Management here is just lazy, no better way to say it (not all, so I do have to put that out there). They talk a big talk, but just lazy and not willing to help. A big overhaul is needed, behaviors need to be changed. The outdated policies need to be done away with. Pay is very low, but I could deal with that more so if things were done to improve the morale around here.