Pros
The software they use is very efficient
Cons
Main metrics used to determine your job security are upselling renters/homeowners policies, and survey results (only “excellent” surveys count). It’s unfair that my job security depended on how many times I said “excellent” during a call in the hopes that the customer would rate me excellent. Most of the time, a “very good” was sufficient seeing as most of the customers were calling about the ridiculous increase in their rates, nothing to do with the associate. Also, this is customer service, not sales. Why does my job hinge on how many people I can get to follow through with getting additional products? Especially if I did everything in my power to get them to accept a quote and transfer the call only for the other department to drop the ball somehow. How does that count against ME???