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Just learned the real reason why my dentist office's front desk is always rude
I called the main corporate line for our chain and found out they get graded on how fast they get people off the phone, not how well they help them. Has anyone else noticed this with medical offices near you?
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holly_price2mo ago
Getting graded on speed explains why I got hung up on while asking about insurance.
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fiona3302mo ago
Took me a while, but I finally get why they rush you through calls like that. I used to think it was just bad training or reps who didn't care, honestly. Then I saw our shop's scorecard and realized every second counts, even the ones spent pausing to check coverage details. It stinks because insurance questions are the exact thing you shouldn't rush, but the system rewards quick hangs-ups, not good answers. So yeah, I changed my mind, it's the metric driving the mess, not the person on the line.
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