Seems like something has changed recently in sales expectations for the MSRs on the phones. I haven't worked on the phones in years, but when I did, we didn't really have sort of sales expectations. Sure, if an opportunity presented itself, we might do a referral for policy service or NMA to make a sale, but that was about it.
I'm seeing tons of posts both internally and on here about unrealistic sales expectations, people being put on PIPs because they are selling enough, etc. So the questions I have are:
- What changed?
- When did it change?
- What are the actual sales expectations?
- Why/how are employees expected to up sell every member when USAA is increasing their rates by 25%+?
- Anything else you'd like to share?
I feel for my USAA fam on the phones right now as it sounds like USAA has turned an already difficult job into a nightmare by forcing everyone to push products to members who may or may not even need it.