Anonymous

What’s the tone of this msg?We need 2 find a way 2 significantly reduce time you spend on ABC.Please could you try 2 identify why you spend so much time?Is it because the reporting prepared by ZZ is not correct, or you review in too much detail?

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SuperFly Original Profile
SuperFly Original answered

The tone from my perspective is strictly serious. But not VERY important.

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Working Mom
Working Mom commented
Its from someone analyzing my time spent on a client's accounting review without having any knowledge of tasks I do or my junior ZZ does. I personally felt the tone is accusatory, demeaning and impolite.
SuperFly Original
SuperFly Original commented
I understand how you feel but when it comes to working communication like this is fairly common. If this is your job then he is counting on you. It might sound a bit aggressive but I do not think its very accusatory.
SuperFly Original
SuperFly Original commented
Again, I dont understand the dynamics of it. So I cant really judge importance.
Danae Hitch Profile
Danae Hitch answered

They've been asked by their manager to justify why you are spending more time than is usual on this account. So you need a face-to-face with whomever sent you the message. Get your ducks in a row first to explain the reason why this account / file / etc. needs a little more attention than the other accounts. 

They are able to run reports on just about everything. When they ran a report and saw the extra time pop up on this account, it raised a red flag. They went to your manager - who had no answers and it put him / her in a bad spot.

So they went to you for an explanation.  Like I said, have your ducks in a row - have all your facts ready - don't get defensive - just state what's going on. 

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Jann Nikka
Jann Nikka commented
Goooood points 🌟🌟🌟
Danae Hitch
Danae Hitch commented
I worked in a call center for a brief period. We were constantly being analyzed on how long we were on a call. The thing is - I was one of the first 12 people hired to be trained on how to interpret health claims. Nurses would call in and say - how come you didn't pay 80 / 20% on this claim?

You had to spend precious minutes researching what was said when they called in to find out about what benefits the patient had - why they paid the way they did - and then you had to listen while the other party crabbed about how unfair it was.

If the client - the one that hired the call center to take the calls - noticed that the claims calls were taking longer than normal, they pulled the managers in for a talking-to. Then the managers would come back to us and tell us we were talking too long on the phone. The thing is - some people don't understand right off the bat - you have to spend extra time with them to help them understand what's going on.
Jann Nikka
Jann Nikka commented
Wow thanks

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