The Hanover Insurance Group reviews

Not enough vacation time for me

Extremely micro-managed environment. Every ISP has a one on one and side by side EVERY week. One on one consist of meetings about your call metrics with a manager for 45 min. Side by sides is where the manager listens in on your calls and shadows your work flow for 30 min. The workload is extreme for the pay. Heavy inbound and outbound call flow due to high turnover or firing of employees. You will be working with 13 systems standard minimum for each call. You also will have access to many more that you would have to remember if you need it out of the blue. You have to meet Service metics that consist of about 5 components. You're also required to meet sales goals. When they first pitch the position to you they will downplay the sales. They'll say it's not that hard to obtain the sales goals, that's a lie. No one really ever hits the sale goals. If you do hit the sales goals they'll find a way to say you're sales aren't valid. They will also make it seem as if sales aren't a big component of the job. It is the BIGGEST component of your job despite what your customer is calling in about. If the customer just lost a spouse or any realative for that matter you need to unethically try to up-sell them or cross-sell to them although they're on a even smaller fixed income now. Breaks only 10 min and lunch is 45 min in corporate. NO GROWTH OPPORTUNITIES at all in Atlanta, per corporate. So if you're in the Atlanta office, get your experience and RUN.