Pros
Decent pay. Work from home. Pretty sure you can clock in, not do a damn thing all day and still collect a paycheck here. Not me though, I’m on non stop coaching and performance plans even as a consistent top performer.
Cons
Mandatory weekends worked. A new schedule every single friggin year and sometimes 2 changes a year. This company pays millions of dollar to inexperienced WFM employees who make big bucks but can’t seem to schedule predict if their life depended on it. You’ll have a new team and new supervisor every 6 months to a year. A new system change to learn every 6 months. Everything is a pilot here, a test and we are all just broken and battered test dummies. Our pain, our experience, our struggle and yet only their financial gain. Wage gap, you have multi million dollar salaries and you have 40k salaries. For a company that spouts diversity and inclusion as much as it does, they’re hypocrites when it comes to pay, quality of life and ease of doing business. They specialize in high risk consumers, meaning you mainly talk to people who fall into the high risk category, I’ll let you do the math on that and come to your own conclusion as to the level of professionalism you will encounter on the other end of the line. This is a 150 year old industry and a 85 year old company and not a single person you will speak with, knows anything about insurance or the product they pay for. Almost as if this industry preys on consumer ignorance. Leaders here have either never done our job before, didn’t do it for very long or clearly have forgot where they came from. They don’t pay you for minutes after your shift has ended unless it meets a certain count and then you get paid those extra minutes. More often than not too, you’re on a call after your shift ends. They are robbing us out of dollars and cents to preserve their million dollar feet up on the desk, photo shoot, make up, hair stylist and production cost aka random meaningless videos they send out to employees.. “Our super queen busy bee took time out of her oh so busy schedule to share this video” BS, us actually busy people dont have time for that anyway, a complete waste of time and payroll. 10k vacation to 1 person, 1? I mean who comes up with this stuff? Replace them with me, I’ll do much better and impact more than just 1 person! We train ourself, coach ourself, schedule ourself, I mean more often than not, I wonder what non headset employees are doing here all day long. PAL is a joke. They all have attitudes, they all forgot where they came from too and most of them have less current knowledge of KMS than a new higher who just went through training has. I find myself walking PAL through guidelines more than they are walking me through them. Horrible attitudes coming from our peer to peer support channels. There appears to be little to no accountability with hanging up on customers, cold transfers, poking the bear and dumping it off to the next person and ultimately a major work avoidance issue here at Progressive. They claim to hire the top 1% of applicants and there just can’t be any truth to that. I’ve asked my fellow teammates and not many people here have ever worked at a call center before. They say things like schedule flexibility while constantly doing any and everything they can to completely eliminate the word flexibility. What they really mean is there isn’t much flexibility at all and instead they need YOU to be flexible so that they can actually say they have flexibility. Make sense? It’s complete bs and their Green Alert success rate is proof of that and proof that WFM has no clue of what they are doing.