What does the future look like for the thousands and thousands of agency staff who have made Allstate their career? With the numerous changes coming to the EA in 2027, is an agent expected to just lock the doors should a customer walk up or refuse mail that may look like a payment? Has anyone thought this through? How will this be communicated to customers?
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I see what you did there ;)
@qs Your post would be humorous…except I’ve heard agency staff pretty much say that for years. They sealed their own fate (to an extent). Good bye to the dinosaurs.
"Well--well look. I already told you: I deal with the god damn customers so Allstate corporate doesn't have to. I have people skills; I am good at dealing with people. Can't you understand that? What the he-l is wrong with you people?"
Allstate wants customers who are self service and able to act on their own behalf. Soon credit/debit card payments and Auto Pay will be required just to be an Allstate customer. Allstate does not want "high maintenance" customers as they are a cost and tend to have higher rates of loss. Technically Allstate does not want senior citizens as customers and will try to do anything to discourage their business.
Allstate expects agents just to sell sell sell but then have no input and action in supporting the product they sell. And only the highest selling of the agencies will be kept.
Of course they have not thought it through.
They will refer to a customer making a payment in person as not ‘high value’.
‘High value’ translates to a customer that does most things for themselves self-service online, and gets frustrated and skips other things altogether. The 99% reduction in agent staff will not show up under their corporate name and does not require a WARN Act notice from them.