Our training was inadequate. Many of us didn't even get to finish our training modules. We were supposed to have 5 weeks of training. But they threw us to the wolves and put us on the phone the 3rd week of training. They told us right before we were put on the phones that our calls were going to be monitored and at the end, our QA scores have to average an 85 in order to continue being a permanent employee. They say that calls are pulled "randomly". I personally don’t believe that. I had some really good calls. And it seems that all of my worst ones were pulled during my certification period. If all of your scores don't average an 85, they give you another chance. I failed certification by 3 points both times and was terminated. I was highly upset because I had disputed some deductions on 2 of my monitor scores that were basically swept under the rug by upper management. My reason for doing this was not to challenge management. I just wanted some clarity because I was told something different in training and didn't want to continue getting deductions for something I was told to handle differently initially. And the deductions I received weren’t in the SOP (Standard Operating Procedures) manual either. So, I was highly upset. It appears that Sedgwick makes up rules as they go and don’t go by everything that is written in the SOP. And if they aren’t going to abide by it. Why is it there? Why are we told to reference it? Additionally, there is another certification where all of your monitor scores have to average a 95 and your AHT (average handle time) has to be 7 minutes. I think this is ridiculous. To be honest, it takes 15 minutes to enter a new claim in Claim Capture (one of their systems).
If you have been working from home for a long time like I have, you will notice that SEDGWICK IS ALWAYS HIRING!!! That’s because they are a “revolving door” and will get rid of you first instead of working with you to help you develop and get to the level they want. To me it doesn’t make any sense for companies to hire and fire people like they do. It cost money to hire people, train them, drug test them, send equipment and pay to have background checks done. Sedgwick is definitely not a company that hires people to keep them. If you aren’t where they want you to be within a certain time frame, they’ll get rid of you. Like many people said in the reviews. You are just a number. They are not going to spend time helping you progress in your role. I mean, they obviously hired you because they believed you could do the job. So, They’ll give you benefits the 1st day of employment, but you may get fired before you get to use them.
