Progressive Insurance "call center" Reviews | Glassdoor

Progressive Insurance Employee Reviews about "call center"

Updated Jan 5, 2020

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3.7
69%
Recommend to a Friend
92%
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Reviews about "call center"

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  1. "Amazing Company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Sales Consultant in Mayfield Heights, Cuyahoga, OH
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Progressive Insurance full-time for more than a year

    Pros

    The training that Progressive provides its employees is amazing. They offer great work life balance with schedule flexibility, including work from home opportunities. The benefits are the best I've ever had. They actively encourage you to find your career path in the company, including interview prep with your manager. Everyone wants you to succeed and will go out of their way to help you. The culture is truly the best.

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    Cons

    This is a busy call center position.

    Progressive Insurance2019-07-06
  2. Helpful (1)

    "Great Company, Not-So-Great Position"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Inbound Sales Representative 
    Approves of CEO

    I worked at Progressive Insurance full-time for less than a year

    Pros

    The corporate culture is unparalleled in its positivity and they do make an effort to ensure you feel welcomed as a new employee. They provide you with every resource possible to succeed in order to “pass” training. The CEO is extremely pleasant. The workforce is also very diverse.

    Cons

    The job itself is a call center job. You are tied to your chair by your headset for your entire shift. The only reprieve you get are your legally mandated breaks which get eaten into by your bathroom breaks, of which you will take many because of the copious amount of water you will drink to ensure the integrity of your voice as you talk for hours on end. About 60% of the conversations you will have are fine, the other 40 being unpleasant or downright intolerable. Yes, it turns out people will willingly call you to scream about their poor driving record and getting a highly priced quote because of it. Unpleasant customers calling in are not necessarily the company’s fault; but their sales process that they mandate must be followed on every call no matter the circumstances exacerbated many unpleasant calls I had. Angry/inpatient potential customers are not interested in hearing about Progressive’s homeowner’s line and/or bundle opportunities - they want to get a quote and end the call. The mandated sales process complicated that process immensely, with little room for variation.

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    Progressive Insurance2020-01-05
  3. Helpful (1)

    "Good Pay, Stressful Work"

    StarStarStarStarStar
    Current Employee - Customer Service Representative 

    I have been working at Progressive Insurance full-time

    Pros

    Good pay, good benefits, nice coworkers

    Cons

    Typical call center atmosphere

    Progressive Insurance2020-01-02
  4. Helpful (1)

    "Toxic Environment, AVOID for your SANITY"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - CGI in Silver Spring, MD
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Progressive Insurance full-time for more than 3 years

    Pros

    You are often told by management "be happy you have a job" so Pro is you have a job

    Cons

    This environment is very toxic! I am sure other offices are different but this Silver Spring office is horrible! The management micromanages disgustingly! It is a glorified call center here. -High micromanagement: the injury manager routinely walks by every 30-45 minutes to watch people - there is favoritism especially among tenure - no work life balance (even when you are off the clock you will get assigned work) -working from home is frowned upon -the district manager brings politics into the workplace and makes people feel uncomfortable -rules do not apply to everyone and are made up as you work -the company does not invest in their employees so don't expect any holiday parties, gifts, or anything (customer service week nothing is even given to the employees) -a lot of high school like gossip and cliques here -they are quick to write people up -raises are not given they are earned (they will avoid raises if they can) -in-office relationships are very common -if you speak about your workload to other employees you can get written up -if a favored employee fails to do their work then management will have other staff members do their work rather than have that employee work on it or report them -Managers have relations with regular staff members You are constantly judged for what you don't do rather than praised for any positives.

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    Advice to Management

    This environment is very toxic, there are tons of changes that need to be made. Free mental health care should be provided if you expect people to work under these conditions.

    Progressive Insurance2019-12-04
  5. Helpful (4)

    "Please spare yourself from the wolf in sheep's clothing."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Sales Consultant 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Progressive Insurance

    Pros

    A paycheck that's always on time.

    Cons

    At Progressive, you'll get worked like a Hebrew slave with little to no regard from them for your actual well being. Sadly, the company says one thing ("we care about our employees," for example) and then does something completely different. In the call center, which involved customer service and sales (as well as other silly departments that basically do the same thing), you're watched like a hawk to make sure you're "available" as much as possible (~80% with lunch and breaks) to take calls from irate customers who seek to punish you for simply doing your job. PSP (in sales) is by far the stupidest and most meaningless thing I've ever come across. Management is full of phony smiles and high fives as a way of "showing appreciation" and increasing retention, but thankfully some of us see through the cracks. lest I forget, management thinks they're completely untouchable (which unfortunately they are) and seem to get away with things that are, to say the very least, unethical and probably illegal. If you want to be treated like a human being and keep your dignity intact, I implore you to search elsewhere for employment. this company will promise you the world to get you in the door, just to rob you starting on day 1.

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    Advice to Management

    your jobs are meaningless. you've turned what should be a good company into a social club with management and "leadership" bullying employees into forced overtime as well as using unethical practices to influence sales numbers.

    Progressive Insurance2019-09-14
  6. "Good company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Riverview, FL
    Recommends
    Positive Outlook
    No opinion of CEO

    I worked at Progressive Insurance full-time for more than 3 years

    Pros

    Decent benefits, good employee programs

    Cons

    Very "corporate", call center environment

    Progressive Insurance2019-07-28
  7. Helpful (3)

    "Customer service is sales"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service 
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Progressive Insurance full-time for more than a year

    Pros

    Pay was decent. Benefits were good. Culture appeared strong. Some customers were happy and appreciative.

    Cons

    The customer service role was really more of a sales role. There were a lot of metrics tracked, as with any call center, but the sales conversion numbers were by far the most important to Progressive. A high percentage of customers called due to premium increases and there were limitations to what could be done in those situations, except spin and redirect.

    Advice to Management

    The Progressive recruiting/hr team should re-write their customer service job description as it is not entirely honest; sales metrics should be stressed instead of the vague language that is currently used in their job requirements. Progressive could easily decrease their customer contacts, escalations and churn if they’d simply loosen up some of their overly-strict guidelines.

    Progressive Insurance2019-06-17
  8. "Great. People great job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Cleveland, OH
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Progressive Insurance full-time for less than a year

    Pros

    People will go out of their way to help you and you can always find a friend

    Cons

    You start in a call center but you can be off the phones within a year

    Advice to Management

    Keep it up honestly best job I’ve ever had

    Progressive Insurance2019-06-01
  9. Helpful (6)

    "Fantastic company, rough job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Sales Consultant Associate 
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Progressive Insurance full-time for less than a year

    Pros

    Great benefits with generous time off, very casual dress code, and a welcoming and dynamic company culture.

    Cons

    I worked in the inbound call center and the job is rough. Calls come in non-stop and customers are often irate, but that’s common for a call center. Progressive is a truly wonderful company so my advice would be: don’t apply to be in customer service or sales in the inbound call centers, apply for another position and work your way up from there.

    Progressive Insurance2019-03-21
  10. Helpful (2)

    "Good job ok pay."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Riverview, FL
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Progressive Insurance full-time for more than a year

    Pros

    Option to work from home, nice environment, ok pay and Benifits. Great bonus at end of the year.

    Cons

    Call center environment, some bad leadership

    Progressive Insurance2019-02-19
Found 99 reviews