Liberty Mutual Insurance reviews

The amount of stress that managers and the higher ups put on the call center reps is unrealistic and completely unnecessary. Having worked in an insurance call center before, a well known insurance provider at that, I can say all of the metrics they deem are "indicators of success" are merely micro-managing tactics and that's it. They talk about how much they value the NPS (Net Promoter Score aka Customer Satisfaction score), and how much they want to increase their ranking. Safeco/Liberty Mutual is at the bottom for a reason, while my previous insurance company was ranked in the top 5 and had adhered to much less metrics and micromanagement of their employees. When numbers and data take precedent to building rapport and bringing peace of mind to customers, your employees will lose the desire to help and will replace it with a fear of trying not to get fired. Obviously a call center environment. Some days are better than others but when you're in an insurance call center, more often than not people are calling because something is wrong. Consistently dealt with customer's premiums increasing for virtually no reason. Higher ups will tell you its absolutely necessary and will give you reasons on how to explain, but a 40 year old woman with a clean driving history should never see her premium jump up almost 50% for the year. I felt as if I was lying to these people and felt horrible for it. Unless things change and expectations become more realistic, avoid this position at all costs. I cannot begin to stress this enough, but this was without question the worst professional position I've ever held and was it an enormous waste of time.

Continual reorganization that has resulted in several layoffs of quality employees Anxiety and uncertainty for those who remain