I’ve heard from employees in other departments that some adjusters are being prepped for call center work. It is no big secret that call centers have high turnover rates due to the nature of the work. Is this a ploy to set adjusters up to burnout and quit or be terminated so severance and unemployment can be avoided?
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@iht+168YR4fD as a DOC VA Adjuster, I have felt the same. The daily estimates you have to be able to complete, micro-managing, estimate accuracy, time on a VA call, etc....has taken a toll on my health as well. They really treat this job like a factory job. Instead of widgets, it is how many estimates/calls.
They track your calls. They track your calls that come in and out. In CCC, they track your calls. It's called adherence. The goal used to be 90 percent on the phone. They track everything, they know.. You can't take me from 50k to 35k. Lawsuit!!
They move you doing close to the same job for a few months. Lock you in and then "Transformative Growth" causes a change in this "role" and you are eventually what they intended anyways. After 60 or 90 days they can change the "new role" that you have been shifted to as long as they do it for everyone.
They can flip skill sets on phones and what type of calls come into a logged in line and extension at the flip of a switch.
And I am not denying that what this company is doing in terms of this is wrong but people better be lawyering up then because I know for a fact that this is what they are doing. They are pompous, arrogant, and don't think with the fear of losing their livelihoods that anyone will dare challenge the great Allstate on this considering they think they have their legal loopholes covered.
My bet is taking ccc calls would eventually go from 50% to 100%. Trying to apply metrics would be too hard otherwise. Also, unless management controls the phone settings how would they assure employees are taking 50% of the calls out of their day?
I worked in the CCC as a licensed agent for 5 years. We had to sell and service policies. This is no where like what I do now. I would also lose more than 10 percent of my current salaried compensation. I would never go back to the phones. Allstate started applying metrics to LDU that they have in the call center, we called it adherence. Allstate calls it time available for the customer. I wondered why they would be bringing call center metrics to Adjusters. When I got hired for this position, it was to be an LDU adjuster. I have been speaking with employment attorneys, you can not take me from a salaried adjuster position and drop me off in the call center. I quit the last time bc I was a good seller, so they liked trying to keep me on the phones and didn't want to promote me. Had me training folks to sell, but didn't want to give me the title. It wouldn't be legal to try this, they probably count on people not knowing their rights. My sis an attorney, I am just waiting. Won't cost me a thing to challenge. I would opt for severance and unemployment over going back to the CCC. I was good at it, we get cursed out more as Adjusters. I am one of those people who let the ish roll off my back, but I am not going back to that role.
We are taking training FNOL property classes as liability adjusters . They says us and field adjusters will be taking calls in a few months .
Some lower performing claims adjusters that are being moved under CCC will be going through a tenured training with CCC education regarding processes and metric goals and guidelines for taking CCC customer service calls. This is likely how the 50% rule is being handled. Half their job will remain in some sort of claims capacity while half will be handling CCC customer service call overflow and need for times during shifts.
There is a misconception on what is happening in regards to jobs and who people report to, many managers are going away, who people report to are being adjusted, many people are going to be working under call center leadership but not be in a typical call center role, the job they do now will be the same job they do later it is just that the managers will be different. If you were to see the new organizational chart most people would understand, I don't get why it hasn't been released yet, maybe because it details how many people at each position and that would let people know how many are going away?
So if 50% of the job description for claims is not the same for call center, how are they getting away with moving claims employees into those positions?
If there is a company that is going to do all they can to skirt labor laws, find loopholes, and manipulate position descriptions for the "50%" requirement or to stick under the 10% pay reduction threshold it is this moral sewer of a company. I have seen more than once people moved from one job to a totally unrelated job with a tweak in job description name and slight change in "duties" and they are stuck in lieu of severance.
The scale and scope of what they are doing here I have no doubt similar will happen with some poor folks in this company.
Rules are pretty clear on what the company can or cannot do, in order to move or "reclassify" your current job to a call center job the job they want to shift you into has to be related to what you do now, they cannot take an adjuster and have them do call center sales as the job descriptions do not share at least 50% of the primary job function. I am sure there are certain jobs they can move people into but again from the HR perspective the shift from job now to job Allstate moves you to has to relate, that is what keeps people from suing Allstate.
In many cases going from jobs in claims to jobs in the call center will be greater than a 10% loss which means it is something you can turn down and take severance.
“I’ve worked in call centers. There was one leader that constantly IM’d us if you would go into aux. I don’t know if I could go back to it. The constant mind games.”
Not alone. be confident about that. the environments attract the worst bosses like flies to a cow patty. Talentless clueless inexperienced lacking potential with deep personality problems. upper management usually knows they dont have the qualities to move up any higher and it was a mistake to nod them in the first place but it’s hard to boot them out after locking them in. Very sadly nothing happens. they take their frustrations out on stressed undertrained front line employees micromanaging mind games gaslighting sabotage cyberstalking making up rumors moving goal posts very critical falsifying numbers up or down. For them PIP should be in place but never happens. maybe they hand select the most disturbed people for the jobs so employees quit. toxic toxic people. Really though this here sounds more of cross training for helping where needed not a role change so maybe adjusters will be O.K.
I think I will just go back to being a gigalo
I’ve worked in call centers. There was one leader that constantly IM’d us if you would go into aux. I don’t know if I could go back to it. The constant mind games.
Is it any better working from home? Do the reps have to refer customers to the agents? What are their job duties?
I would quit day one.
I literally saw in my 4 years on the CCC phones with my own eyes 3 people have heart attacks, one who died at the hospital, several have mental breakdowns with one committing s–c-de in their car. I also saw at least 20 people taken away in ambulances during those 4 years. All over stress from that job. I myself was on blood pressure medication and went to mental health appointments for counseling. And it wasn't just the calls and customers but the abuse of the managers refusing to help and refusing to assist in hostile and escalation situations. In fact we had to as front line employees act as the "manager" to each other's customers because managers would just laugh and refuse to assist or talk to the customers. There is a lot more I could talk about regarding that particular job but this forum is not for that. I am just so glad I am out of that role and would not wish it on anyone.
I’m so glad I got “fired” last month! I don’t have to put up with the stupid amount of work, the looming layoff and after a two month investigation by the JFS department it was determined they did NOT fire me for just cause and was awarded my unemployment benefits for the two weeks I was unemployed! Allstate is run by crooks and I will do everything in my power to make sure every customer I handle knows they need to switch carriers!
The CCC front line has very strict average handle time limits and metrics and many calls are from angry customers upset about their premiums going up, payment and billing questions and disputes, and other unpleasant things. I took about 40-50 calls a day and there were times that hundreds of calls were holding. I spent 2 years on the phones in the CCC before moving to another position that I hope is safe through all this. No amount of money could get me back on those terrible calls. I would rather live homeless under a bridge than do that again.
How many claims people would they be putting in ccc jobs? How many calls does the ccc take?
CCC heads have already told their front line leaders to prepare for additions to their teams coming from the claims side.
1) It offers another lower paying (up to 10%) job to transfer people to instead of laying off and paying severance. If they pay they want work done for their money. Hence why no VTO and early retirement offered. They want to pay as little in severance that they can.
2) Many of the jobs folks are being transferred to are high turn over, lower paying again by up to 10%, and very undesirable. They hope people will voluntarily quit and resign not wanting to put up with the new role and relieve the company of paying unemployment as well as severance.
3) It is a way to force people scared of losing their livelihoods into jobs they can't keep filled.
We were told it was for CAT overflow. I’m sure that is a lie
We were told as field adjusters in NJ that we will be trained to take FNOL during a CAT. Supposedly anyway. May dump that on our plate as well daily. Why not we don’t already have enough to do in our 10-12 hr day. (Paid for 8 of course)