Mission: The State Farm mission is to help people manage the risks of everyday life, recover from the unexpected, and realize their dreams.
I have been working at State Farm full-time (More than a year)
State Farm has good benefits and good people. There is an extensive training program.
The metrics are unbearable. State Farm is losing customers and great employees because of the micromanagement of each call. Average handle time is recorded daily and "coached" in front of the team on a daily basis if not met. It's nearly impossible to give the quality of customer service that State Farm customers need and deserve during a claim call during the time allotted to do so. The stress and the constant "coaching" is driving good employees away.
Advice to Management
Listen to your front line employees-- the people actually doing the job. We are smart people and know what we are doing. We understand it costs the company money when our call times are 30 seconds longer than average. We understand that it means more people need to be on the phone. However, what management doesn't seem to understand is how frustrated the employees AND customers are with being rushed through the claim process. State Farm will more than make up for the handful of extra employees required to be on the phones by retaining more State Farm customers, making new customers with excellent customer service to claimants, and not having to retrain new associates when frustrated associates leave.
The first step in the interview process was a brief phone call discussing the experience and projects I listed on my resume. Most of them are behavior questions and there are some questions about my project experience. There is no technical questions.
State Farm launches refrehsed brand platform. Here to help life go right™. http://glassdoor.com/slink.htm?key=vISk7—30+ days ago
UTD Students Spend Summer with State Farm Internship. http://glassdoor.com/slink.htm?key=vIS85—30+ days ago