Everyone in customer service is held to the same KPIs despite their role or shift. Then you get penalized by having 1 of your 2 work from home days taken away because you can't meet unrealistic expectations.
Day shifts are only offered to employees working out of the East Coast call center. West Coast gets stuck with the odd hours and high call volume after the local branches go home for the day.
Speaking of local branches, many of those are virtual now while the call center employees are only given 1-2 days of working from home.
Working here has turned into a high pressure sales job. You have to push for cross-sales on every call, even if it's a policy that will likely be declined. Life insurance especially is pushed hard. You lose out on raises, promotions, and work from home days if you aren't "on goal" for the year. You have to pressure customers to be transferred immediately for a life quote or it doesn't count for your goal either.
Amica has been understaffed for 6+ years at this point but they don't care. Turnover is high due to unrealistic KPIs, rude customers, lack of schedule flexibility, and being perpetually understaffed.
