are all customer service jobs going to be outsourced at some point? i was going to apply but i don't want to do it if allstate will send me packing a few months or so down the line. already been through that with my old company and i'd like to avoid the same experience if possible.
9 replies (most recent on top)
Take the job as there’s a chance you’ll be given additional responsibilities as other departments downsize even more or maybe you’ll be moved to another department. Things have been changing so rapidly here that adapting to change and having great aptitude are necessary requirements here now.
They have had licences or their equivalent of for some time now in India. It is not a big group but it is there. Also they are getting the equivalent of adjuster licensing now in the planned full move of claims to India. My area (not me directly) has been involved in the adjuster "licensing" and training in Pune. It is a similar international equivalent as employees if U.S. based companies. The similar license and certification methods are used for banks and other companies based in the U.S. that have operations India and other countries for their particular industries. That all being said licensing and certifications are sadly not at all a concern or roadblock keeping customer facing jobs from going to India.
They’ve essentially turned licensed service into sales, so they’re probably not going away either, unless ALL can work out a way to circumvent state licensing requirements. Even then, licensed reps essentially pay their own salaries since they’re forced to upsell on every call and the bonus payouts are laughable.
Agency services and RMBC are probably the safest or last of the service areas to move over. Sure India is doing some close up overflow but agents would storm home office if they had to be serviced by India in full by agency services and RMBC. They became pretty unglued when they had to deal with tech there. Home office knows they can only do so much with agency services and RMBC in terms of moving to India or they would have a full blown agency revolt. But areas like CCC for sure will end up in India and claims is already on the move for a full movement to India. Customer facing will end up in India in full while agency services and agency facing areas like RMBC will remain in the U.S. and will have afterhours overflow support from India. They are hiring like 4 or 5 full new hire within the U.S. groups in ASIC and RMBC between now and August.
Yes, eventually all chat/service is going to India. India is already closing chats at night. Accounting/aet has already moved over and some aspects of claims. It’s like $3/$4 an hour for someone to work in India. It’s just a matter of time.
How about they explain to the customer about health insurance primary? They just check it off and hope for the best! How about they explain to the customer what PIP is??? They don’t even know!
To the post that said anyone can do customer services job. You would be SHOCKED how many agents are incompetent. Its one thing if they don't know but many won't listen. For example if the insured fills out the mileage form incorrectly. I'll say hey they just need to send in a mileage worksheet with two readings to correct and agents will cry can't I just fix it. I just want to say DO YOUR JOB. I understand customers not understanding insurance but many agents don't even know what their selling or what the policy covers. No disrespect to the good agents out there that listen when we help or agents that know insurance well
unlikely, ive already heard complaints about it from claimants at my company who have allstate. "at least people here speak english" was what one allstate insured told me. Also shipping jobs over seas during a pandemic with high unemployment, thats really going to go well with people.
God I hope it is. They're the most entitled group in the company that don't provide any specialization that as value to the company...
Truth is, anyone with a pencil can do their job and they wonder why they don't get paid a lot, or have to meet certain metrics, or deal with customers... The kicker is that they think sending their jobs to India is going to make the customers leave... It'll likely have very little effect, as of rather deal with a polite overseas CS rep, than the entitled a–holes that currently answer calls.
But we all know they'll be on here b–ching and moaning about how irreplaceable they are, as they are replaced and Allstate stock soars.
It sounds like yo will get to train the person that replaces you. That person most likely drives an elephant to work.