Pros
Gainshare, co workers, the flexibility the job can offer, 401k match.
Cons
Progressive has been going downhill, and the irony of the name couldn’t be more obvious. Over the past year, leadership has made a series of changes that clearly prioritize cost-cutting and beating competitors over employee well-being. The company has aggressively implemented AI, which led to the elimination of the processing team. Employees were given an ultimatum: either go back to the phones with a pay cut or take a severance package and leave. The same situation is now happening to trainers and coaches after hiring freezes for most of the year made their roles “unnecessary.” Customer service agents are now being trained to handle specialty services on top of regular service calls—essentially doing two jobs for a little pay. At the same time, the attendance policy was changed from an occurrence-based system to a percentage-based one. If your attendance drops below 93%, disciplinary action begins. For any coaching, warning, or final to fall off, you must maintain 93% or higher attendance for three straight months, which is extremely unforgiving in a high stress call center environment. The day to day reality has already worsened: nonstop back-to-back calls, no breathing room, barely enough time to drink water, and constant pressure from supervisors to perform at all costs even when it negatively impacts mental health. Leadership continues to “experiment” with workflows and policies without considering how these changes affect frontline employees. On top of that, more work is being outsourced overseas, and it feels like that will only increase as the company tries to save money and surpass competitors like State Farm. It’s painfully obvious that employee morale is at one of the lowest points it’s ever been. People are stressed, anxious, burned out, and constantly wondering when their role might be eliminated next. Progressive’s focus on being number one has come at the expense of the people actually doing the work. I would not recommend working here, and honestly, I wouldn’t recommend the insurance industry at all if you value your mental health. There are far more fulfilling careers out there that don’t leave you feeling drained, disposable, and constantly on edge.