What's going on in the Bloomington and Dallas Call Centers? We were notified today that their Saturday service levels have tanked and that our Call Center will be routed some of their calls. Anybody??
20 replies (most recent on top)
@5Sejn The hits just keep on coming with no end in sight. Taking away auto commission opportunities, Raw New and Added, for the current licensed sales reps will be the last straw for many. Sales people like to sell. Better hope they can get on the Raw New team to survive.
CCC is about to lose a flood of employees with the restructuring. According to leadership, you will no longer get compensated for added vehicles - hence the raw new team they are creating. Most of our binds come from added vehicles. Leadership stated “we’re trying to be like agency, and the agencies don’t pay commission on added vehicles”. So, for the licensed service team, a salary raise would be needed, which is doubtful because SF pays employees well below the industry average. Actually, they now require you to pay for SF merchandise when it used to be given to employees. LOL.
I am so glad I left when I did. My friends who are still there are so upset & feel neglected by leadership. CCC leadership does not care for their employees. CCC already has a staffing issue. There is hardly anyone there on Saturday's anymore, and customers are in queue for a very long time. Agencies are going to be in so much trouble. They will be swamped with so much extra work (more than they already) Then again, corporate doesn’t care about the agencies either. We know this because they leave agency out of every decision they make. While I think the agents are annoying, rude, and complain about ridiculous nonsense, I actually feel sorry for them. Without our agents and their dedicated staff, SF wouldn’t be as successful as it is. They are the face of the company. This is true!
To the comment stating service levels are improving & hiring is occurring - not entirely accurate. No one was hired in 2018, so many people quit & they failed to license our unlicensed team. They couldn’t keep up with the amount of people who quit. Yes, they hired people in 2019, but a lot of CCC reps quit in 2019 as well. When they merged the ops into two ops, they were so understaffed that they required reps to come in on their days off or stay longer in their shift. They couldn’t schedule anyone off the phone due to the low service levels. The state specific training is so poor and subpar, I almost empathize with agents when they complain.
When they agents complain, they fill out that stupid form and send it to our supervisors. This is a huge mistake because the supervisors have ZERO job knowledge and have never written a single policy. They don’t know what NECHO is, they don’t know anything about integrated auto, ERC tool, fire e-app, discounts, surcharges, state regulations, PLUP - NOTHING! They sit there, do nothing all day, attend meetings to discuss what they will discuss in another meeting, and coach reps about DSS and using “positive” words. It’s so laughable that an agent would discuss a reps transaction with a CCC supervisor.
I asked a supervisor if she knew what the term “ROC” meant. Don’t be surprised, she didn’t know. SMH.
@5nccc Man, what planet are you on???
@5Nccc there is hardly anyone there on Saturday’s and Sunday’s anymore. And during the day, the queue is unbelievable - back to back all day. Not sure where the agencies are. Policyholders May be in queue for as long as one hour (or more). Everyone in CCC has been quitting because of poor leadership, they hate CCC leadership, low pay, better opportunities, and honestly, agents whine and complain about everything.
I dont think that is true. Service levels are improving and hiring is occurring.
@5Mpqv, it is highly doubtful that agency calls during business hours are getting intercepted. CCC Sales and Service are already overwhelmed with back to back calls from customers. We have been told to handle all calls, rather than transfer them to agency, even during their regular business hours.
@5Mpqv policyholders may sometimes call the “1-800” number instead of your office directly. Or, the most common thing policyholders say is they called the agency and no one picked up. We have no way of verifying if that’s true or not. However, I will acknowledge that any time I call or Skype and agency, they always respond.
Something is amiss in the phone systems. In my Agency, we can go without a call for a couple of hours....yet we’ll have “cases” pop in from CCC during those times. I know my office is not receiving a call. I’m 99% certain CCC has no way to intercept them. So what’s actually going on?
I finally got the courage to quit! Earned A better offer with a competitor
It’s like a train out of control. I to am getting calls during regular business hours. I call the agents offices and get voice mail or a rude agency rep. Most of the problems coming from newer agents offices, I don’t think they have enough people. Our turn over is crazy In our ops, i see new people everyday and most others are trying to get out. I’m just keeping my head down and doing the best I can some days it’s overwhelming.
@4Tqji - I don’t dispute what your saying, but I find it hard to believe.
I worked alone all day today (of course), and there were people on hold for 1 hour or more, and usually get upset and say “I have been trying my agency all day, no one is answering”, but when I call or message an agency, they respond to me. I get yelled at for the hold time and I have very little help with anything. CCC supervisors are useless and aren’t knowledgeable about our systems or state specific insurance regulations.
No one really understands the magnitude of what we de - we get transfers from customer service, claims, underwriting (yes, underwriting), & agencies. The most common thing I hear is “my agent told me to google corporates number because this is a corporate issue, please fix my problems”. I am happy to help in any way that I can, and I do. I go above and beyond for anyone asking for my help.
On top of that, agents have the audacity to email me or anyone else working during the day asking me “why did you do XYZ when the office is open”? Unbelievable. I don’t understand it. If I try to get assistance from an agency, I may get told by CCC leadership “you really should help the policyholder, you don’t need the agency assistance”, but if an agent calls me, I get told “well, we need to have a partnership with agency, so help them too” - WHAT?? Are you kidding me?
How can this all be fixed? CCC is rapidly losing employees and everything is going downhill very fast.
@4Trvq....In my Agency, we will have long stretches of no calls or activity. But the phones will go nuts over lunch hours, and during the last 20 minutes of the day. No way am I hiring more. Besides, how many people want a job where they’re needed for 80 minutes/day?
Full timer here - for the past couple of weeks, there has been a queue ALL DAY, even though the agencies are open. Most calls are from CCC service. They transfer everything over to sales - most of it being completely out of scope. They’re annoying. Agencies are also annoying. Some of them never answer their phones and/or are closed. Don’t bother complaining to leadership, because they don’t give a f***. People are leaving because they cannot stand it anymore. The whole concept of future state with the ops mixed together is DUMB. More and more responsibilities with no pay. I am fighting hard to leave.
I work in OP5 - full time during the day when the agencies are open. 11 hours everyday. I don’t know what’s going on, but the call flow and the queue have gotten so out of control. Sunday’s are an absolute nightmare! Requesting time off now is near impossible unless you do it a year in advance. Leadership has not been transparent about what is happening. They chose not to hire anyone in 2018 hoping the one CCC would work out — well it didn’t. Now corporate is short staffed, and the agencies are overworked. On top of that, many are leaving CCC for other opportunities or because the working conditions have gotten so bad they just leave. Very sad.
Not exactly sure what happened to all the Ccc sales reps in Op 2, but Ops 1 and 3 will be taking their NY calls indefinitely. As if we don't have enough to do on miserable Saturdays. We just keep getting more and more and more job duties. But no more money.
Why can't they just be honest about the increased workload for Sales on Saturdays, which by the way is 9-10 grueling hrs for most of us!!! Nobody in leadership is being forthcoming, but I suppose there hands are tied. But stop pretending you don't know what's going on
Combining Sales and Service has caused very poor morale in Sales. Getting so many service calls really decreases our chances to make commission on sales, which most of us depend on to make ends meet. Is this State Farms end game?
Sales and service is combining, people are jumping ship out of the CCC. Sales is drastically changing there commission for the worst and most service jobs will have to be licensed. There was a decision to not hire new sales people and to only bring over service people to replace the departing.
ajn, are there no sales/service reps left in Bloomington or Dallas? Or just a skeleton crew?
Everyone got promoted to claims and no rehiring due to the reorganization