EA here. Just got off chat with ASIC and was told they are based and operated overseas now. Is this what our agency services is coming to? Why bother if this is nothing more that foreigners reading scripts? SMH.
13 replies (most recent on top)
They are calling it supplier partnerships.
Real post.
I replied as a typical agent who works with many carriers that have offshore their customer service. It is all pretty bad and even worse so when you are contro twd with chat only as an option.
30+ years as an agent has seen the degradation of service (and some improvements thanks to tech). But I certainly know what I am talking about. As for seeking attention why would I do that an anonymous forum? Makes no sense.
To the last response, you do know ASIC hasn't been phones and has just been chat for the last 3 years right? I'm calling fake post for attention
Typical agent interaction with someone who doesn't have experiential knowledge to handle the issue or if it goes off the script of their script....
"Please allow me to put you on hold while I find the answer"
cue hold music...
...waiting...
...waiting...
...call dropped.
Rinse. Repeat.
I heard India is already doing all the processing for underwriting and taking over chat soon too. We spend all day chatting with RMBC because they sc--w up processing endorsements. I’m scared to see how it will look when they handle chat and escalations.
Par usual in today's world, the demand for racism far exceeds the supply.
Actually the "racist clowns" are the Allstate execs who openly exploit cheap foreign labor knowingly paying them 3 and 4 times less than their U.S. counterparts to do the same job. Just so Wilson's bank account can get a little bit fatter.
I don't think Allstaters upset and concerned that their jobs are being moved overseas for $5 per hour to those who do not have the knowledge, background, and training to do the same quality and level of work that our agents and customers deserve are "racist". The real racists are Tom Wilson, Mario Rizzo, Julie Parsons, and the rest in the Ivory Tower who support this foreign labor exploitation. You know, the same hypocritical pieces of human garbage that try to push "Inclusive Diversity" on the workforce when they themselves don't believe in or support it.
Racist clowns
Agents are going bye bye in the next few years anyways so corporate really doesn't care about their service. Part of the reason field leaders are about to all be let go as well.
I still work for ASIC. It scary when agents chat in because I'd say there is a 50% chance you get a foreign rep that barely speaks English and has no clue about insurance. You will be able to tell because they will be agreeable and not answer your question. All the american reps are very knowledgeable and some foreign reps are good but like stated many give wrong answers everyday and transfer to the wrong area to avoid answering your question. I understand allstate wanted to save money but outsourcing for much worse labor made no sense. No disrespect to the workers overseas. Some are really impressive but just too many that aren't. To be fair, if my job was in a second language in another country I'd probably struggle too. I'm more upset at allstate and not them. It's not their fault. They just want to feed their families like us. Allstate is the one that cut corners with greed and doesn't care about agents and customers having poor service
If you could actually do your job, you wouldn't need this support but you can even do a simple thing as sell a policy without asking a ton of questions
Yes, ASIC was vendored out to some horrid foreign based company that has totally ruined the agency services experience. Most employees are in the Philippines with some in Mexico and South Africa. A few original ASIC reps were lifted over to employees of the vendor out of Allstate but most were moved to Allstate Benefits Center where many have since left on their own or were termed for performance. Leaders were either laid off or also lifted to the vendor becoming their employees. God only knows where the DM's and director who sold us out went to. They made no attempt to try and save the department and made no effort to show home office the value over cheaper unskilled foreign hacks. They went with it to cover their own butts but presented a good show like they really cared. I hope they ended up getting laid off as that would have been karma for their lack of efforts to save the department.
So yes when agents chat in their are speaking to another company that Allstate has working as a vendor and they have very little ability or knowledge of Allstate and are basically just there to shut agents up on case by case matters. But CCC went the same route prior so customers are just talking to the same types when they call or chat into CCC. Very little agency and customer service is even in this hemisphere anymore.
aren't you just an american reading scripts?