2023-09-27 06:06:00
”Our working days are 7 hours 24 minutes. We can take a 40 minute break. Of these 40 minutes, 10 minutes are, according to management, dedicated to reading emails, which on average takes 20 minutes,” he writes.
Calls per day have gone from 40 two years ago to at least 60 today. The “average call time required by management” is in sharp decline: the 7 minutes 30 to 8 minutes are reduced to 5 minutes 50. As for the time between two incoming calls, it has been reduced from 10 to 6 then at 3 seconds. “Today, we don’t even have to pick up, the call comes in automatically unless we put ourselves in ‘I breathe for two seconds’ mode. We therefore no longer have the opportunity to breathe between two calls or to relieve the pressure inherent to our role.”
ING’s voluntary departure plan would not be a restructuring… but the vagueness remains
“Indecent waiting time”
According to reports sent to employees, some of them “spent 6.5 hours or more on the phone with a call volume of between 50 and 100. These are employees who will only be passing through, falling quickly in depression or changing employers just as quickly”. He also mentions “the indecent waiting time for a customer to have someone on the line (from 5 to 30 minutes with peaks sometimes over an hour) only to be told that they are being sent away the app or on Home’Bank”.
The management contacted by us ensures that they “pay attention” to this testimony “because the well-being of our employees is one of our main priorities”. In the measures cited to achieve this well-being, she mentions “training”, “coaching”, the organization of “friendly moments of relaxation”, incentives to “practice sport” and “accessibility to relaxation spaces”.
In terms of calls to be managed per day, the bank says “do not talk regarding fixed objectives but rather an indicative figure.”
1695801442
#ING #Belgium #testimony #extreme #pressure #suffered #call #agent
