Pros
I've been here 8 years and have found some of the best parts and worst parts of working in call centres and insurance companies. It was good to work for a company that set ambitious targets and was driven to achieve them. Yes we lost our way a little, but we have acknowledged that and put some really good plans in place to move forward without the mistakes of the past. I believe I have been trained well to do my job and have the freedom to do what I do best.
Cons
There is still a way to go to bring things to the level they need to be, but the intention is there to do it. Customer Service is not always where it needs to be, listening to customer, taking time over calls to have a great conversation, making the customer feel valued. I also think that we have to educate our staff on what it really means to be regulated and help them work to the best of their ability within that framework. Most don't understand the rules properly and see them as a hinderance to their job rather than as a benefit to both themselves and the customer.