Humana DMS Madison - Telesales Agent Humana Employee Review

Daily IT issues, phone call volume, Points per call metrics, horrible training. If you are a seasoned agent, BEWARE and STAY CLEAR!!! Your phone issues will start day 1 of AEP and the entire system will go down. New agents are brought on to ONLY make OUTBOUND calls to current members who have been pounded all year long already with an abundance of calls while the very selective veterans take all the INBOUND calls. You will find your questions and concerns falling on deaf ears. Don't expect your manager to assist with jumping on calls if needed, expect to enter countless IT tickets daily, and right when you think this can work by reaching your goal gets you Inbound; think again. This place has a metric that grades you on points per call no matter what. Meaning, customer can be calling in to request a new card or complain and if you don't sell them a policy, that counts towards your metrics. You can exceed the AEP or OEP goal by 20 applications and still be placed on Outbound campaign because of your points per call. Expect your training class to be extremely large with only 3 trainers. The blind will be leading the blind and you will soon learn, none of that training works when you get on the phones. Expect to learn nothing from the TOP PERFORMING agents. You will not be able to listen to their calls, instead, you will more likely be listening to your colleagues calls from your training class.