Take a look at Microsoft teams under the name of the rep in FNOL who took the intake. You will be shocked to see hundreds of EXL Service reps all off shore in either The Philippines or South Africa. There are so many of them and the best of them will someday be LDU and casualty reps. Lots to choose from and opportunities for them. Wake up on shore Allstaters.
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Ask AT&T how offshoring workers worked out for their Directv division. Millions fled the service because of inept customer service reps. The company may save on salary, but their subscribers ran to the doors.
Allstate's ego makes them think that they are so high and mighty in the industry that the customers will just accept the low level, low knowledge, foreign, broken English, lower service quality. Allstate's position is no one will leave the all powerful Allstate. This is their same mindset when constantly raising rates.
If that was my first point of contact I’d be screaming and cursing. Who needs that bs right after an accident or a disaster?
Customers should be reporting their claims themselves online/app or through agent .
Paying people top dollar to take this generic and elementary info would be stupid.
The service we give at onset of report is deplorable. 3rd world countries taking these reports have contributed to the downfall of the American way of life and business. Slums of the world. No more American exceptionalism. Thanks Tommy for helping to bring down the quality of business in the USA.
Allstate brass hates us the onshore employees They despise us. Remember when corporate hack and born loser Shapiro openly called employees a liability.
These sc-mbags can't get rid of onshore employees quick enough.
It goes to show you that the company could care less about its customer interactions. Just like they could care less about all of their employees aside from overpaid senior leadership.