The reviews that mention frustration with management are correct.
The callers are brutal, and this is true of any member facing position at the company. I've had to take multiple days off work before as a consequence of a single call.
It's easy to look at that and say "well, some people just aren't made for this" but I genuinely don't think anybody is. I've seen callers say horrible things on calls to multiple coworkers that, on paper, would mean consequences and protection to the team member.
In reality, it seems their $$$$ coming in meant more to the company's bottom line than team member's mental health. It is true that call centers in general don't provide protection to agents and view us as disposable (look at any call centers turnover rate), but Trupanion calls themselves the un-call center, and the lack of protection against abusive and brutal callers is definitely a negative
.
No raises, and performance based roles make it really hard to take PTO. RSUs tend to take the place of what normally would be raises. But I notice people compensate not getting raises by moving up to another position or just leaving the company. My department in particular has incredibly high turnover.
Like a previous reviewer for this company, I was also a 'favorite'. Perform(ed) really well and have broken records. I can't help but feel like I am only useful to the company when I'm keeping up that speed. I feel like there's a sort of Amazon-esque tendency to toss people out as soon as they're spent. In general, it just feels like the company's ethos around mental health excludes contact center employees, because we're expected to just 'take it', no matter how brutal it gets, and if we can't handle it, well, I guess we weren't meant for this.
The technology can't seem to keep up with the needs of the company, and that causes functional issues.
There's definitely favoritism in the company, and the reviews that mention cliques aren't untrue. Everyone is nice on the surface, especially at first, but once you get inside the company you notice the cracks. You want to stay because you love the product and you want to help the pets, but the culture just isn't healthy the deeper inside Trupanion you go.
