R
Oklahoma City,#2UPDATE EX-employee responds
Thu, May 25, 2006
I've read all of the reports and rebuttals regarding the business practices of the Torchmark Corporation and its subsidiaries.
At the outset, let me say that I am NOT an agent so I have limited perspective regarding potential, current or former agent's experiences; however, it's not difficult to see a consistent pattern given the reports and/or rebuttals that have been submitted here.
I worked at the national call center for these subsidiaries plus others not mentioned, such as Globe Life and Accident. It is not difficult for me to accept the credibility of the complaints this company has received on this site. The less-than-scrupulous business practice seems to be global within the company, regardless of what position an IC (Agent) or a bonafide employee held.
As a call center customer service representative, we are (were) responsible for disseminating correct and accurate information to customers. This information would vary state by state and it was an expectation of the company that we become intimately familiar with many, if not all, aspects of this national business...with two days of training.
The churn rate within the call center is inordinately high. Some, just out of "training" and on their first day on the floor, never returned from lunch. Some, once their "training" was completed, never showed up for their first day of work. Many never returned, as I've been told, after their FIRST day of training.
During my half-year stint at this job (I was desperate, as many who accept a CSR position with this company are), I learned many things. Not all of them good, to be certain. When getting assistance from a member of lower management regarding questions a customer had, at one point I was told not to reveal that an error had been made on the account amounting to several thousand dollars in benefits. The customer had valid questions regarding a complex issue, much too complex for me to fathom accurately alone. However, the crux of the question remained unanswered as I listend to my senior colleague "snow" the customer with irrelevant information and challenges, thusly placing the customer on the defensive ultimately resulting in the customer not pursuing her issues any further.
As of this posting I have filed an hour and wage claim against the company for failure to pay earned wages and will be filing a complaint regarding violation(s) of the ADA.
A Call Center Sweat Shop: Every Monday, the *only* break allowed was a thirty minute lunch break, often after hours of being on the phones. Many Tuesday's were scheduled in the same manner. If anyone has worked in a high volume call center, you understand the amount of stress this places on a worker, both mental as well as physical.
The scope of professional indiscretion, and quite possibly illegal business practices, of this company is broad and is not limited at the Agent level. It appears to be imbedded in the very core of company philosophy.
Sadly, because the insurance plans offered are targeting low or fixed income earners with (most likely) little education beyond the high school level, if even that, the return is extremely lucrative for the company owners.
I once heard someone say, "It may be legal, but that doesn't make it right". Or morally just. In my case, I believe they have broken the law...and that certainly isn't right.
To prospective Agents: If it seems too good to be true, then it probaly is.
To CSR's: Stay Away From Torchmark!