Play focus so much on customer service and just being nice to the customers they have lost the need to help the customers. Many times during phone calls agents are so busy trying to make sure that their QA is good that the employees do not help the customers with what they called in for. Progressive is so out of touch with their employees. They treat them like robots. If a customer is 150% satisfied with a phone call and the customer service representative did not say thank you enough or acknowledge little things enough that they failed their phone calls management needs to touch grass. None of them want to help anybody. They just want to tell them to look in the resources that they have to find answers. By placing a customer on hold and looking on the company website to find resolutions for the reason for the call, made customers very upset because they were not getting direct answer to their questions. As an agent, we are only allowed to place a customer on hold for two minutes reading through so much BS forgetting that the customer is on hold for two minutes and five seconds you failed your call. Yes we could tell them it could be up to five minutes, but if you do that two times in a call, then you are failing your call. You can’t win with this company. It’s nearly impossible for you to get your bonus. They will find any way possible to avoid giving you that extra pay and extra money. That’s why they’re so QA focus. Has nothing to do with the customer has to do with their bottom line numbers. They’ve completely lost touch on how to treat the employees and it’s absolutely ridiculous that somebody that’s done years in recovery goes back to working all stages of account and then having some aids never worked recovery working all stages of accounts. If you are looking for pennies per hour and to fight for any kind of bonus, this is a job for you. Hourly pay is horrible knowing that you’re hardly ever going to get that monthly bonus. 10+ years of this company absolutely disgusting how they treat their employees. One last thing that PTO you worked so hard to get don’t expect to be able to use it. They will deny it. There’s no work life balance here. But when the company is struggling, they want you to take time off unpaid. They will deny your PTO and tell you to take VTO. That’s a voluntary time off and it is unpaid. They do not care about your personal life.
