Content about Progressive Corporation

December 17, 2012
How Progressive Insurance Helps Home-Based Agents Learn

As of July 2011, Progressive Insurance had 500 reps working from home. The effort required significant collaboration between leadership, Human Resources, workforce management, information technology, and training. As a result of the training, Progressive’s customer retention measure was higher four out of the first six months in 2011.

By Margery Weinstein

During 2008, The Progressive Group of Insurance Companies Contact Centers conducted a pilot to determine the impact of allowing contact center representatives to work from home. Based on the success of this pilot, additional participants were added. As of July 2011, the company had 500 reps working from home. The effort required significant collaboration between leadership, Human Resources, workforce management, information technology, and training.