Pros
Absolutely none. Zero. Not one. If I could give this company a negative star review for State Farm, I would give a negative star review, that's not an option, so one start it is.
Cons
Metrics: Overall, I've excelled at metrics, but some are problematic, the State Farm analysis of the 'data', is severely lacking. 1. The metrics are inaccurate due to the simplicity and inability to analyze data with relevant facts. 2. If an employee works overtime, the metrics are generic, counts the 'number of calls out' without taking into account, the associate worked a ton of over time. The result? The employee shows up on the 'call avoidant behavior report', and even though they are following protocols, have violated no rules, and are serving callers, the data simply fails to account for all of the OT, the associate will be warned, and if it continues, may face severe discipline. REREAD THAT. You read it right: I was going to be written up, even though the calls out were higher due to the significant amount of OT I was working, and that did not matter. 2. Hold times: You get in trouble if hold times are too long, and many times we have no control, especially if you are working at night, when the State Farm tech team is handled by Sitel, and there are only like 7 people. Again, not avoiding work, not putting people on hold unless necessary, yet warned, threatened with discipline, because the company loses money if people are on hold. KEEP DEPARTMENTS STAFFED AND THIS WILL NOT HAPPEN. Break schedules suck, it's not related to call volume as they care, and the do not care how poorly timed the breaks are, because State Farm does not care. When you read the required verbatim word tract which contains 'unavailable', you may be reprimanded, for making the company look bad. Happened to me more than once. We are to avoid saying we cannot help and are told to say what we can do. There are many scenarios our only option is to send a message to the agent, we do not make the rules, we simply have to follow them. In these situations, there are many times callers are extremely angry, and refuse to accept the information we provide. After telling a caller ?I can send a message to the agent" and "I understand you really want _____, the best way I can help you, is to send a message to the agent" and I hear this is very important and I need to send a message to the agent so they can assist you" and " I can hear your frustration and I wish I could ____, this is something only the agent can assist you with", the policy holder said "So you can't help me", I said "Correct", they asked again and I finally said, "No, I cannot help you, I can send a message to the agent" and was given a shield, the most severe form of discipline outside of firing an employee. I LITERALLY followed State Farm protocol, and to transfer them to another department, results in a hold time (remember you get dinged for calling out and a long hold time = a double ding - no need to do that) for a refused the call or said "I'm just going to tell them the same thing ". Additionally, a transfer like that, leads to push back and fighting to get someone to take a call they can do nothing about. REREAD THIS: I was threatened with severe discipline for doing my job multiple times and was written up for doing my job - all of this started after an extended leave of absence. State Farm will harass, bully, threaten, and berate you. They retaliate and discriminate. The way they handle FMLA, ADA and short term disability is absolutely horrible and often deprives the employee of the time designated for any of the above due to the excessive amount of time resolving problems with the above. When an employee uses their breaks, lunches, and time after work trying to deal with FMLA, Short Term Disability or ADA, there is a problem. When issues related to the above deprives the employee this time because it is taken making calls to three different entities and multiple departments within each entity, something is wrong. When an employee is traumatized after being threatened, warned, and harassed following their return to State Farm after an extended leave for medical health, and develops a Panic Disorder, is ambushed and blindsided with a shield for saying "I cannot help you", and cannot pull herself together in the 10 minutes she has been given due to a severe panic attack, only to be harassed later for not being able to return to the phones within 10 minutes, and is threatened with additional discipline for being unable to communicate and NOT being on the phones due to the panic attack. THERE IS A PROBLEM. State Farm has a high suicide rate, it is not uncommon, it is not talked about, it does not prompt change. A company that cares would work to improve, this has gone on for decades, and State Farm continues to do nothing.
