Pros
Great new and improved work from home policy. Most of the managers I worked with (very high turnover rate) were fantastic.
Cons
Too much focus in the metrics on calls per day for the type of calls this department took. To properly handle The majority of these claims and number of Outcalls are necessary and those take time which do not count in your calls per day lowering your metrics and making you in eligible for a decent raise. The metrics imagine that every call you take is going to be a quick one but they also push very hard to resolve claims in short order. You can’t just take a call about a claim and hang up and move on and take another call, if you want claims handled and resolved. I preferred to give good customer service rather than ignore and move on from calls I received which lowered my metrics despite the fact that I had very high metrics in all other categories. pretty much the same across the board, regardless of which department you work for.