It'll eat your soul - Anonymous employee Sun Life Employee Review

Sun life has unrealistic expectations of what should occur during a call and how long it should take. One of their primary focuses is average call handle time. They expect the average call to take 5 minutes. During these 5 minutes, you must properly authenticate the caller, resolve the reason of their call and any future questions so you have a first call resolution, then find a way to shoe horn in a sale. Coverage for massage? How about a financial review. The internal quality review seems to change what they view on a weekly basis, making it difficult to receive the expected 100%. You are strongly graded on external quality reviews and forced to explain how the call could have been improved even if your manager admits there was nothing you could have done and the caller was upset by a previous call. However you still should have magically improved their previous experience Overtime is frequently requested and often added to your schedule without your consent. When speaking to managers, they will inform you that it is mandatory however when speaking to HR they will tell you it's not. No matter who you speak to, it will be added at a moment's notice and required to be worked. Even changing your schedule when you aren't there to view the update. The call centre has an extremely high turnover. Someone may move into the desk next to you and be gone the next month, due to quitting or being let go. The management staff does not promote any sort of confidence. They are promoted based on friendships and statistics, not for their managerial abilities. Often they will be unable to assist you with any issues relating to your job. However, they will not hesitate to reprimand you or threaten you with a performance improvement plan, should you have any concerns. Management is cold, distant and unapproachable. Their lack of experience and poor job fit makes it an unbearable place to work.