Whenever our office chats in we get quick seemingly scripted answers almost like they are from a bot. We regularly get transferred even before we can explain what we need. This happens with asic and rmbc and we know they were getting rid of those areas but who is actually handling the chats now? If it is really fully bots and automated then we won't even bother anymore. If it isn't bots and automated then they have some real issues with whoever is manning the shop now in those areas. We agents and staff deserve better from Allstate.
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RMBC still has reps in US. They are using bot chats to redirect you to on line resources, but if you answer in such a way where bot can’t help, then you’ll get a person. India is taking over the American role eventually. So sad what’s happening.
On the life side roughly 2/3 of the chat reps are from Allstate India. They try but the cultural & language differences can cause issues. No worries, both US & AI reps will likely be gone either late Q4 '23 or early Q1 '24.
Sounds like your agency didn't hit your numbers and will TPP out on 6-1.
There will be no agents selling Allstate beginning on 6-1, I work at an agency and Allstate told us no more policies sold at the end of May.
It's a complete disaster is what it is.
I still work in agency services. Out of about 150 reps there are only 30 American reps now. 60 were forced to transfer to another department because their jobs were taken by workers in the Philippines and another 60 just voluntarily quit because we had layoffs and they quit before it. So 120 of the 150 reps are overseas. I know my time is limited and I'm sure once the foreign reps get up to speed it will be 100% overseas and no American reps. Allstate also made sure to get out of paying severence by lifting and shifting to another department while the 30 that stayed are likely training our replacements
Our offices quit using them as soon as we found out they were going to be offshore with no real matter or say anymore. There is another agency service area that is onshore but they only do new business sort of things and not a service option. We get about half the quality we received before from underwriting which is not good anymore but still better than what we have now from the old asic.
You are chatting with vendor's overseas reps from Mexico and Philippines who are reading Allstate script material created for them.
Following. Our office is experiencing a similar response.