Since the coronavirus management has done nothing but tell lies and they enjoy making employees uncomfortable and stressed. For example, with the layoffs and acting like they didn't know who would be laid off. Then laying off too many people and everyone having an unreasonable work load with everyone taking 3 chats at a time and agents waiting over an hour to chat. Now allstate has come up with unrealistic goals of 9 chats per hour! I'm in the rmbc and it doesn't start until july but the highest on my team is 6 chats per hour so everyone would be unacceptable and no one is even close. I'm just tired of the lies. I have seen so many smartly quit. I keep holding out hope it will go back to how it was before the pandemic but allstate management is pure evil
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They want quantity , not quality . Same thing on the claims side . It doesn’t matter how awful the estimate is written , just get it completed abd move on to the next one. The shop can always request a supplement, which delays the repair process even longer. They want 8-10 estimates written a day ! Customer rentals are out of control due to delays in repairs. Shops want field adjusters there in person because there tired of doing adjuster jobs of taking photos and writing the estimates especiybevsuse they’re not an Allstate shop.
“Leader of Leaders!” What a joke. Sales management is a bunch of thieves! They charm a room by leaving it!
You’ve got to be kidding me! Service observe India chats. They don’t know anything and quickly disconnect agents. Agents give up and disconnect. This is such a joke. Customer service overseas has sucked from the start and continues to suck. It will takes years to fix. Years of cultural training of the patels to learn the ways of American business and what it takes to be a success in customer service. And when that cultural change happens. And they are transformed, the patels will see what we see. Pure evil. They will be down to 4 chats per hour.
India is just sending a message saying asic/rmbc is closed and ending the chats. They aren’t servicing them. So yes, we could meet the goal if we only sent one message and exited it, too.
But let’s play devils advocate and say there is someone out there with 9-11 chats per hour, providing exceptional service, with 100% csat, following the rmp guidelines, waiting the 15 minutes when an agent doesn’t respond, having to help in their group chats, etc. If that person exist, let’s get them to teach everyone.
Why wait until July to start coaching to this? They can start now.
If India can keep up and you can't, that is exactly why they are moving your job to India... And it isn't too harass you, it's to eliminate your position with cause so they don't have to pay severance or cover unemployment.
The new goals in RMBC are a complete joke and setting all up to fail. I can say that only 7 people in the entire department are currently meeting 9 chats per hour. This is a way to prevent any kind of merit increases and to give a reason to harass, micromanage, and terrorize employees even more.
Our team has already submitted a letter signed by all of us and our manager objecting to the ridiculous new chat "goals" in RMBC to our division manager. This type of mismanagement and abuse cannot be accepted and tolerated.
Why would management tell people ahead of time and let them be disgruntled employees who might sabotage things on their way out? Certain positions might be allowed for a transfer of knowledge because of judged reputation, but even if not, people usually get a severance package where they're paid even if they're not in the office anymore. By the way, India is handling more than 9 chats per hour just fine, and that's a big part of the reason why the US side is getting downsized. Many simply aren't up to their standard.