State Farm reviews

Stewardship role- claim volume/work load is unrealistic in order to meet the service level objectives. Impossible to provide the expected remarkable service due to heavy call volume, multi-tasking for an average of 60 to 70 claims. In order to meet the SLO's, you must work a minimum of 6 hours overtime per week. Employees are not allowed to use their vacation time until January 2016 due to shortage of casualty claim reps. Claim Reps are expected to answer Agent what if questions while trying to handle their own load of claim. this produces a high volume of phone calls and causes disruption while trying to handle your own load of claims.

Micromanaged to the point of being ridiculous, everything is numbers driven... you can not , and I will repeat , cannot measure a good employee by how long it takes them to handle a call.... and yes I do realize that some employees do this better than others, everyone has strengths and weaknesses, but the way the customer is handled , professionally , leaving a good impression, is far more important than the time it took you to handle the call. You can have excellent CIR scores, which are call evaluation scores, a great work ethic , never late, professional to the point that customers actually comment on it in some cases, and know you are doing a good job, but if your numbers are off mostly in what they refer to as talk time...you are still counselled. for it .... as I said people can not be measured by metrics , all positive aspects of the employee are ignored in favor of numbers... I know one person that was rude and condescending on the phone, but handled the calls fast, he was given preferential treatment, over a co-worker who although was not as fast, she was still very close to target, but was great with the customers.