Employees Are Customers, Too

摘要

Call center agents at Farmers Insurance Group never speak to customers, yet they're held to a higher standard than many agents who do. That's because at Farmers' three contact centers in the United States, more than 6,000 agents field questions from the company's own insurance reps from across the country. They handle nearly 500,000 calls per month clarifying policy rules, troubleshooting technical issues, and providing expertise to local offices.