Fidelity Workplace Guidance Role in Westlake is a Major Disappointment - Workplace Guidance I Fidelity Investments Employee Review

Unfortunately, when training ends, the reality is that associates must position Fidelity IRA's, regardless of whether or not enough information has been gathered from the customer to substantiate the pitch. Since there's no time for a consultative approach when managers expect you to take as many calls as possible--- and because there's no need for a consultative approach when an IRA is always the answer--- phone interactions result in the same canned pitch over and over. Managers and Guidance Support Specialists coach to numbers only. Customer satisfaction surveys somehow no longer matter. Site wide departmental sales performance reports are routinely e-mailed to the group and posted on white boards near team areas. Stats reports (number of calls handled, average handle time, etc.) are e-mailed daily. Associates are even required to keep a running personal daily tally and turn it in each week as a sort of unofficial reporting mechanism which is still e-mailed out to the team. Within the Workplace Guidance business unit there is also a drive that pits all sites against one another, competitively speaking. Westlake prides itself on being "relentless" and even encourages dishonest tactics to provide an unfair advantage such as working unscheduled overtime in order to take more phonecalls than other sites.