Liberty Mutual Insurance reviews

Poor work life balance from around Mayish through September... Call volume is so high that there is continually more than 50+ people holding at a time, with suffering service levels, and they won't hire any more temp employees. High burnout rate. Focus on team collaboration but very little time off the phones, and even when there is scheduled time, they cancel it due to service levels. Your vacation time, sick time and personal time are all considered one category. They say to keep 5 days in your bank for emergencies, but still will penalize you even if its something out of your control and you physically can't go to work... You cannot clock in more than 4 minutes late, and with that you must be ready to take calls right when you clock in or your metrics suffer from sitting in aux, if you do you will incur a point and after 9 points they terminate you. The way the customers treat you is absurd. They will curse and scream at you at the top of their lungs call after call after call, and you're supposed to sit there and listed to it. They are big on FCR (first call resolution) and NPS (net promotor score) although its hard to get a good NPS when the majority of the reviews are about their rate increases. two 15 minute breaks and one 30 minute lunch which is scheduled, which, other than scheduled team meetings or trainings, will be the only time off the phone.

Management is dreadful. Culture of bullying and if it's challenged the victim is punished. You need great mind reading skills because your stated objectives are not what they really want you to do.