When the company stopped requiring its service reps to have a P&C license, the quality of service went downhill fast. Management went from a customer-focused mentality to making all employees slaves to the metrics. In the beginning of my career, the company used metrics to locate outliers and then manage those who were in this category. For example, someone with too high of aux time would have their manager work with them to figure out why their aux time was so high (training issue, laziness, lack of understanding of procedures, etc). Near the end of my career, the company changed its attitude to force employees to work toward the metrics. It became a boiler room call center much like the majority of other call centers out there.
The culture is strongly supportive of pro-liberal causes, most notably support for GLBT causes. This is fine, until you have an employee that does not wish to participate in it. The company sent out "ally cards", where you had to sign the card saying that you would not discriminate against or treat someone badly because of their sexual orientation, and that you would support the agenda of the GLBT community. Those that refused were subject to "constructive termination", where they make you so miserable you want to quit (instead of firing you, where they have to pay unemployment).
There was also no equal rights on the clothes you wear or the way you decorate your cubicle. Example: I had an African-American coworker that wore a "Negro league" shirt and he was sent home to change it. Yet men were allowed to cross dress and nothing would be said to them.
