Progressive Insurance Employee Reviews about "call center"

Updated 13 Jul 2020

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3.8
72%
Recommend to a Friend
93%
Approve of CEO
Progressive Insurance President and Chief Executive Officer Tricia Griffith
Tricia Griffith
815 Ratings
Pros
  • "They really care about their employees and the work environment they create(in 207 reviews)

  • "Great benefits, great pay & awesome work environment(in 198 reviews)

Cons
More Pros and Cons

Reviews about "call center"

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  1. Helpful (1)

    "Progressive Headquarters"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Sales Associate 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    You can clock out and leave any time, as long as you have time in the system.

    Cons

    The company focus more on the customers then the employees in the inbound call center (Sales)

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  2. Helpful (1)

    "Too much repetition, micro-managing, does not force one to think at work."

    2.0
     

    I have been working at Progressive Insurance

    Pros

    Great benefits, great PTO as well as personal day allowances.

    Cons

    Same conversation every 20 minutes for 8 hours a day with people that are ready to argue a non negotiable price. Management claims position is “not scripted” but you are disciplined for not following verbatim scripts on each call. Honestly very typical call center, one of the better ones I worked for just got burnt out on the phones. Job was not for me.

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  3. "Great beggning into the insurance indurstry."

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Sales Agent in Tampa, FL
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Training at Progressive Insurance Tampa/Riverview location was impressive to say the least. Trainers where very entertaining, helpful and yet still very professional and helped create a great culture for the class. To my surprise, the majority of the class, myself included, had never worked at a call center before. The first week we hit the floors, 3 people from my class size of 12 left the job. Myself, coming from the food industry, I was pretty much okay with anything that didn't involve tips or commission. This job will provide you with a great culture, decent pay depending on your perspective/budget, flexible schedule and room for change after a year on the job or so. With that said, it's still a inbound call center, and Progressive thinks they have cracked the code to the customer wallet so you WILL have to follow their method, now called the progressive "philosophy". Some people where fine with it, others quit because of it, either way its a great beginning. It's insurance sales, so it will become very boring very quick, and when there is down time, you have nothing to do. If your cool with that, enjoy a great career with Progressive!

    Cons

    Read review above it includes both pros and cons

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  4. "favoritism"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Adjuster in North Houston, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Good pay for it being a call center

    Cons

    If you dont have a family and your single, this is the place for you

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  5. Helpful (5)

    "Great benefits and pay, but still a high volume call center"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Commercial Lines Customer Service Representative in Austin, TX
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    ***Read this review if you have time, it is pretty long. *** Great 401k match at 6%, affordable insurance packages and additional employee related benefits, affordable in-site gym, full service cafeteria are some of the amenities. Gainshare (8%+ of your earned salary for just being an employee if the company profits) Easily accessible supervisors and offline time for personal or professional development are available. Lots of company sponsored lunches. Working from home available for certain positions. Once you leave work, you leave work. You do not take anything home with you.

    Cons

    Behind all the smiling faces and internal support, this is still a high volume call center. I will admit, they will try to make you feel that it isn't so during training, and you may even believe it, but don't. You can expect to take up to 80 calls per day. Imagine a job where a "slow" day is waiting 4 or 5 minutes before you get your next call, THAT'S how busy it is on a regular basis. If you have been trained to handle specialty policies, expect no downtime. To survive Progressive, you MUST like people or have a VERY high stress tolerance. Many systems and practices are very outdated in comparison to the rest of the insurance world. It seems that every week we have to do something manually or inform the customer that we're unable to fulfill their request (in real time) because of some system issue. Progressive also does not train their agents so expect to correct a lot of mistakes, most of which end up costing the policy owner more money and you get to be the one chosen to have that conversation with them. Attendance point system is a joke. Full day absences and tardies both count as a full point, and you may only have 5 within a year before you start to receive warnings or disciplinary action. A simple "documented conversation" may bar you from advancement. HR does not really help if you need accommodations. Your voice does not matter in the HR world unless you are complaining about another employee. If you want any kind of accommodation; whether it be ergonomic or to save yourself from their ridiculous attendance policy, you need either an ADA form or FMLA (which you must be employed for a year or longer, and they may approve or deny at their discretion). Doctors notes don't matter. They still use STAR for career advancement to current employees.

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  6. "High turnover"

    3.0
    Former Employee - Insurance Agent 

    I worked at Progressive Insurance full-time

    Pros

    Good benefits, great training and great pay

    Cons

    Typical call center structure with scripting

  7. Helpful (3)

    "Great Company, Not-So-Great Position"

    3.0
    • 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.

  8. Helpful (1)

    "Good Pay, Stressful Work"

    3.0
    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

  9. Helpful (2)

    "Toxic Environment, AVOID for your SANITY"

    1.0
    • 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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  10. Helpful (5)

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

    1.0
    • 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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Found 125 reviews