| Customer service representative |
1. Working for AIG in their call centre for AHAC, I work 7 hours a
day 5 days a week. The call centre is open between 9am and 5pm, with an
hour lunch either between 12-1, 1-2, or 2-3. The dress code is business
casual.
2. The type of calls range from travel insurance advice (either
free through the gold card or brought travel insurance), and personal
accident insurance. So it is quite a repetitive, monotonous job with
little job satisfaction and there is minor responsibility in this role.
I would estimate that 60% of the calls we are saying exactly the same
thing to customers in regards to the free travel insurance. The most
rewarding aspect of this job is the co-workers and my supervisors,
which are a great team to be working with. The reason I have stayed so
long, is not the work but the people I work with.
3. Calls are not recorded or listened to; so quality customer
service is not ensured or it seems necessary. I have never had any
supervisor speak to me about customer service, and it is very easy to
rude, sullen, angry and basically treat the customer in offensive
manner. This is a serious issue that even though raised with management
still has not been addressed. And this is a daily complaint made by
customers about our five person team. The only customer service
training I have received was online with the smart force training which
had little impact in my customer service knowledge or application. We
also have no job or system manuals, there is nothing really written
down to do with procedures or processes. A new employee starts off with
2 weeks of straight internet training via the computer. A great way to
improve this area, would to have professional trainers running this
training and checking on skill levels etc.
4. There is no real ongoing training that I have noticed to
improve skills or job performance or to be promoted into management
roles. There seems to be a large streak of Nepotism in promotions also.
5. Corporate culture seems to overwork everyone with little
reward. In the direct marketing area we have a head count of 29, and
have had 17 people resign in less than a year, the majority in the
last 3 months. The Call centre alone started with a head count of four
people, and after all four people resigned due to immense work
pressure, the head count was increased to 5 people. But in less than a
year we have had seven people resign. There have been quite a few
instances where people have resigned and a replacement not acquired, so
staff with their own obligations and sufficient workload, are asked to
be responsible for more with the same timeframe. Overtime is not an
option with our company in any instance. Most people I know feel
overworked and underappreciated. There needs to be a reward system for
all the hard work so many people are putting in, so that they are
motivated and continue putting in one hundred percent.
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American International Group Interview Surveys
