Allianz

  www.allianz.com
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Dysfunctional. CS employees are given unrealistic goals and are penalized and fired when they don't reach those goals.

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Career Opportunities
Current Employee - Customer Service Representative  in  Golden Valley, MN (US)
Current Employee - Customer Service Representative in Golden Valley, MN (US)

Pros

Decent salary and two fairly decent restaurants on site even if your break time doesn't allow you to visit them before they close for the day.

Cons

CS employees routinely thrown under the bus by management when a caller doesn't get their way even though as a CS you've been explicitly told x is not allowed. However, if the customer complains loudly enough their bad behavior is rewarded and the employee becomes the fall guy. In addition, the technology they employ is decades behind the rest of the world and frequently fails or provides incorrect information with cumbersome work-arounds. There is little to no vacation time offered other than a small handful of days for an entire department for an entire year. But aside from all that, probably the worst aspect is the unrealistic call handle times imposed - as a CS employee you're assisting customers with complicated financial packages, often times the customer's life savings and/or retirement funds, but you're limited to only 5.25 minutes per call. If you do not meet this limit you're either placed on a firing warning for exceeding the limit and eventually fired for it or you choose deliver poor customer service to keep your calls as short as possible. If you see a problem with the customer's account and they don't bring it up, you sure aren't going to because that would make the call longer so you leave it be and the customer gets screwed. It would seem the mentality is that Allianz already has the customer's money so why do they care that their CS employees are giving poor CS? It seems that they're only concerned with processing as many calls as possible, it's quantity over quality. Even good employees that have been with the company for years must fear for their jobs every day and even though the company states they promote hiring from within, in the call center it's all smoke and mirrors. It's been years since an employee escaped the call center by getting another job within the company. For most the only exit is with their personal belongings in hand, escorted out the door by security. But there are always more warm bodies desperate for a job, isn't that right?

Advice to ManagementAdvice

Reexamine your call handle time requirements with the understanding that many problems customers may have can not be adequately handled in under six minutes. Further, provide real and meaningful opportunities for advancement for employees within the call center. There's great talent you're letting slip through your fingers. And honestly, invest in some decent technology already.

Doesn't Recommend
No opinion of CEO

Other reviews for Allianz

  1.  

    Good People, Unclear Direction

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Analyst
    Current Employee - Analyst

    Pros

    - International Mobility within Group
    - Best Practices in the Business
    - Good People to Work With

    Cons

    - Operating in Difficult Environment
    - Lack of Cooperation between Different Entities
    - Not Prepared for War on Talent in Emerging Markets

    Advice to ManagementAdvice

    - Ensure clear strategy and communication of such strategy to staff.
    - Improve compensation and retention for staff at junior level.

    No opinion of CEO
  2.  

    Satisfactory.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    Pros

    The company offers good career opportunities.

    Cons

    The company needs better technology.

    Advice to ManagementAdvice

    Dont have anything for them.

    Recommends
    No opinion of CEO
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