To think this isn't on and I have no choice but to leave

[CakeAndTea1]

I work in a firm of a solicitors handling conveyancing matters.

My company around a year ago introduced a phone system which to me is just completely ridiculous.

Essentially they have scrapped direct dials and put us all in a pool where all calls just bounce to various people in the office.

Very rarely these calls relate to a matter you are personally dealing with however we are expected to assist by looking on the system at whichever matter the caller is asking about which interrupts your own matters.

At first it was manageable. However, they have expanded so rapidly that I am taking nearly 70 calls a day on matters which have nothing to do with me.

It's not about feeling that this is below me or anything like that. But I find it really hard to work on my own things whilst being constantly interrupted to deal with other people's matters. Add to that the fact we are now absolutely berated if we don't answer all calls to our phone and have even started receiving emails to say 'CakeandTea you have been away from your desk for 15 minutes can you explain why and go back in the phone pool please'.

I am trying to run my own cases and manage my own clients expectations and do actual legal work which takes concentration. I'm making mistakes and missing things because of this and it's causing me stress.

However, they will not see it. There has been a surge of people handing in their notices recently and one of the management essentially told another member of staff that they will happily 'manage people out if they don't like how we do things'.

AIBU to think this is not an efficient way to run a business or a fair way to treat your staff. I've been loyal to this place for a long time but I feel like they have changed their attitude towards us so drastically recently.

[AlexaShutUp]

Aren't you the same poster who resigned by text because you thought that answering the phones was the receptionist's job and therefore "beneath you"? The circumstances sound virtually identical.

If it's you, you have already resigned from your role and it's time to move on to the next thing - give your CV a quick polish and start looking for another job.

[TheFatberg]

Could you suggest that some clients complain? They might take it seriously from them.

[ivykaty44]

Leave, it’s not a case of not liking or the system not working but customers leaving will damage the business and you don’t want to be associated with a failing business

[Pigsears]

This sounds like another recent thread about a lady in a different type of office. People slated her on here. She was in admin. You aren't. I wonder if that is having an impact on the reaction of readers?

[Ohheyyy]

I'd start looking elsewhere. No one like a conveyancers like that, they don't work for anyone other than the person who owns the business who takes on too much work for their staff to handle.

[Girlsnightin]

Do you think others are also taking their fair share of calls? 70 makes it sound like you are in an inbound call centre! There are many tricks to avoid calls. I'd ask mgr if the call distribution is fair.

[kalinkafoxtrot45]

Absolutely idiotic way to run a legal office. Yes, I’d start looking for another position.

[Atalune]

You could try and speak to the manager about it but it sounds like their mind is made up.

I would log all the disruptions and how is adversely affects your work and come at it from the angel of needing further help/training?

Also can you opt out of the pool for short slots of time when you have something complicated to work on?

If you can afford to leave, then leave. I would wait until you have something else set up first.

[CakeAndTea1]

FrazzyAndFrumpled yes I've spoken to my immediate supervisor who agrees but can't help as the decision comes from higher up and I've also spoken to our head of department asking how they can essentially change my job role. I'm told that they can do that if it fits with 'business needs'.

I just don't understand. Clients don't like it at all. They can never reach who they want to speak with and wrong updates are given all the time due to systems not being properly updated by the person dealing etc... It's an absolute shambles and I don't understand how they can't see it.

It makes me worried that it's just me if they really can't see how silly it is.

[Ignoramusgiganticus]

Yes, I'd start looking straight away.

[FrazzyAndFrumpled]

YANBU, that’s ridiculous. Even in call centres you’re usually given time off the phones to work through your case load. Have you tried talking quite bluntly to your manager, or even their manager, about how it’s affecting you and that you’re considering leaving?