Job Myths: Call center

SANDRA:

I'm Sandra.

KORIAN:

I’m Korian.

PEGGY:

I’m Peggy, a customer service call center representative with Progressive.

SANDRA:

I spend my days helping customers with their policies.

KORIAN:

And here are a few commonly held myths …

PEGGY:

… about working in Progressive’s call center.

SANDRA:

While some call center reps will work from a Progressive office due to things like internet availability, among other things, many (like me) work from home. This is especially good since I start my shift at 5 a.m. Instead of having to wake up extra early to go into the office, I can sleep in a little bit more … which is nice. And when my shift is done, I just close my computer and get on with my day. It definitely saves me money on gas.

KORIAN:

Some people think this work isn’t all that difficult. They think we answer a few calls and that’s it all day.

Well, let me tell it to you straight … this this isn’t an easy job. Aside from my breaks, I’m on the phone all day long. In addition to dealing with the call volume, I also must navigate challenging customer interactions from time to time. But if you’re disciplined and love helping people, then Progressive is the place for you. I wouldn’t have stayed in customer service for nine years if I didn’t think it was a great place to work.

PEGGY:

Nope, I’m living proof that’s not true. I was able to move into a new role within a year of starting with Progressive. And that’s because throughout the year we’re encouraged to indicate roles within the Customer Relationship Management organization we may be interested in, like a coach or leadership roles. Our managers support us in developing skills for these roles and to help us prepare for our next steps. Plus, many people who got their start here have transitioned into other roles at Progressive in corporate, technology, claims, and HR.

KORIAN:

Maybe that happens in other companies, but not here. Development is Progressive’s middle name. For starters, some call center roles at Progressive help you get licensed to sell insurance, which is something you take with you even if you move on. Then there’s regular training we do to learn new products and state regulations. And whether it’s reaching out to coworkers or calling up our assist line, there’s always someone willing to help if you’re not sure what to do. If you like to learn, you’ll love it at Progressive.

SANDRA:

Hopefully this gave you a new perspective on a few customer service call center job myths.

KORIAN:

If you’re interested learning more about call center jobs, or other roles at Progressive, visit progressive.com/careers.

PEGGY:

And for more job seeker content and an inside look at what it’s like to work at Progressive, check out LifeatProgressive.com.