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GEICO Company Logo

GEICO

Zippia Score 4.4

Review Submitted!

GEICO Employee Review

I thought your initial post about GEICO over in [this thread](http://www.reddit.com/r/AskReddit/comments/zcp8d/not_only_did_geico_not_save_me_15_or_more_in_15/c63l11w) was really intriguing.

September 6, 2012 on Reddit

I thought your initial post about GEICO over in [this thread](http://www.reddit.com/r/AskReddit/comments/zcp8d/not_only_did_geico_not_save_me_15_or_more_in_15/c63l11w) was really intriguing. I'm really interested in stories like the benefits of trimming "23 seconds off each phone call." What is GEICO's work culture like - do they welcome cost savings or service improvement ideas from everyone or is it just a soulless cubicle farm.

Soulless cubicle farm..not kidding. It is my main gripe about GEICO. They CAN be a great place to work until you open your eyes a bit. Imagine your average office job. You spend a lot of time working, but you also get up and use the restroom, you get coffee, get water, talk to a coworker, stretch your legs etc. You can't do that at GEICO. For one, you are wearing a headset connected to a phone pad. It isn't like a usual phone. Your headset is corded so you can only get so far from your phone. On your phone pad is something called an available button. You are graded on a few things at GEICO (I will go into the others in a moment) but one of the main things is your availability. You have to be available to take calls and you have to be above 97%. Meaning 97% of the time you are at work (outside of a lunch break etc) you have to be able to take a call and have your available button pushed. Now imagine you are in a fast paced call center. There are almost always calls on hold, which means as soon as you get off of one call another one comes in. Most people are busy. They don't want to hold while you process their paperwork, they just want you to do it. If there is a problem or anything else too bad. You can't let the customer off the phone until you are done with their account which based on laws and regulations include documenting anything required on the customers notes for the next agent to see and for the record. Most of the time this isn't a problem but a few times a day there are those customers that just have to get off the phone. Maybe you declined them a policy and they hang up on you. You still need to document their account with the decline and the reason and any other pertinent information. In those cases you usually have to go unavailable in order to do that. To maintain 97% availability in the average 8.5 hour shift you can be unavailable for less than 10 minutes a day. That may seem a like a lot but if you worked 8.5 hours how much of that do you think is spent actually working? Not just staring off into space, getting coffee, using the restroom, chatting with a coworker but actual engaged with a customer working with no downtime. It is hard to do. But you have to do it. If you don't you can't get a raise, promotion or bonus. Sales agents are salary but that barely pays the bills. Bonus is the only way to really improve your life from what you had when you started. Another reason you HAVE to maintain that availability is because if you are unavailable for more than 3 minutes the monitoring section calls your supervisor and then that supervisor hunts you down to find out why you are not on the phone. I have had the director (my bosses bosses boss) come into the bathroom when I wasn't feeling well to give me a hard time about being unavailable for 3.2 minutes. Not a joke. The other things you are graded on is your sales, something called sales per hour (based on how long you were available to take calls, how many calls you received in that time and how many of those calls you sell), availability, A Call (which I addressed in a comment on the previous post but can go further into if someone requests) and dependability. These all make up your matrix. You get a report card every month that you have to go over with your supervisor. If you do not hit your goals you get demoted and your salary decreases. If you do not hit your goal over a long period you get fired or demoted to the lowest rung of the ladder that does not deal with customers. GEICO operates on a grade scale. It starts at 55. You can be a grade 55 and as a 55 you most likely work in the mail center. The starting grade for a sales agent is a 60. As a sales agent you can be a 60, 61, 62 & 63. each promotion has a higher salary and increased goals. you get a certain % raise for each grade promotion and then a certain # of sales expectation each month is increased. Supervisors start at a grade 64 and can go to 66 and on it goes up the chain of command. There is a minimum and maximum salary for each grade for each call center location. So a grade 60 in Virginia Beach VA does not have the same salary as a grade 60 in Lakeland FL. Once you reach the top salary for your grade, say you are a 63, you have been there years and have received merit promotions and you have reached the top. Unless you apply within the company for another job you can not get another raise. It is a meritocracy which is good. You only get raises based on performance. A person working there 30 years may make less than a really great sales person who has been there 2. That is just how it works. Sorry if I am rambling. There are just so many detailed points about their offices that make the whole picture make sense. They require mandatory overtime in most departments (though you get paid nicely for it, you have no choice). they have an amazing benefits package and you have potential to get promoted. If you can deal with the micromanaging (your breaks are scheduled and you can't take them when you want, even if you have to pee you have to follow your schedule) and feeling like you are in kindergarten you can do well. To answer your other question they have something called an IQ. i can't remember what it stands for, improvement something....But basically you submit it on their intranet and detail your idea for an improvement. If the department head deems it worth looking into they will recruit people in high esteem within the department the process is related to. They conduct a process review to streamline it or see what would happen if they made the change. They do months of testing, reports, spreadsheets, focus groups and then they either change the process if it proves helpful or they discard it. You don't get anything for recommending it other than a certificate in your file and on your desk. When I did a process review I did not come up with the initial query. It was not an answered question. Basically they wanted to cut down call time and they wanted to know how. So I was recruited to review the call process and see where time was wasted. The department I worked in was homeowners and they work as a broker. They basically write through about 20+ companies. they shop for you. they decide based on some general questions as well as your location and home value which company statistically has the most likely best price. Some of our companies are high risk for when a person can not find anything else so most agents know which company will give a good rate in which area. However there was no process for determining this. I created something called a decision tree. You input zip code and a few other details and it decides through certain perimeters which company to start the quote with. Of course, once you start the quote and do additional underwriting you may find the company you decided on can not offer coverage, but it was a starting point that shaved 23 seconds off that call. 23 seconds may not seem like a lot. But think of it this way. On average during the day (evenings are slower) there are between 150-200 agents on the phone to give quotes (in homeowners, auto is larger). Agents take anywhere from 23-60 calls per day depending. The most I ever did was 55. Some of those are wrong department, some are hang ups, some are transfers, so obviously not 55 quotes. But if over the course of an 8.5 hour shift you save 23 seconds on all of those quoted calls? It adds up. Their department usually has calls holding waiting for an agent. Once a customer holds for a length of time they are more likely to hang up. If they hang up we lost the business before even getting to quote them because of missed opportunity. It isn't worth it to hire more agents because there is a slow season. they could hire seasonally but because you have to be state licensed and we wrote for the whole country that is too expensive. So the compromise was to make the existing agents more efficient and cut down their call times which equals more opportunity for sales. I hope this answers stuff and maybe gives you WAY more info than you asked for :D

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Other GEICO Employee Reviews

5.0

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The work environment is absolutely amazing.. Show More

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October 8, 2019 on Zippia

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2.0

September 27, 2019 on Zippia

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No work life balance. Fredericksburg location has a terrible reputation... Show More

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4.0

September 5, 2019 on Zippia

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Good organization that genuinely wants to provide a low cost option in insurance... Show More

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Very corporate... Show More

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5.0

April 5, 2019 on Zippia

What Do You Like About Working There?

Benefits, flexibility... Show More

What DON'T You Like About Working There?

Salary is a bit low for experience level... Show More

What Are Your Favorite Benefits/Perks?

Profit Sharing.. Show More

What Do You Like About Working There?

Independence. As an auto damage adjuster you are responsible for your own appointments, customer interaction, settlement, etc. You do not share office space with a boss... Show More

What DON'T You Like About Working There?

You're never good enough. Each time you meet your metrics, they raise them, ensuring very few qualify for a raise... Show More

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Employee performance contests.. Show More

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