I worked as a retention/loyalty agent for Comcast Business for three years. Highly anti-meritocratic culture; getting ahead there depends almost entirely on whether management likes you personally rather than your actual performance, which is quantitatively measured in the department. Most of the metrics are fair and objective, however, the call quality score literally does not predict agent performance at all (I ran the call score against agent overall score using Excel's correlation function and the correlation was zero, and this despite the fact that overall score includes call score, meaning that the true correlation may actually be slightly negative). This won't stop your manager fussing over your call score during coaching, however, nosiree.
Management tends to like you more, however, if you share with them their chauvinism toward customers; at Comcast, Comcast is always right and customers don't know what's good for them. Comcast treats business customers shabbily with sneaky clauses that aren't shown on the contracts they sign but instead are in the terms and conditions linked to above the signature box. These terms and conditions include requiring the customer to give a 30 day minimum notice to disconnect their account. This results in countless customers paying for a month of service they don't need. Early termination fees are not disclosed on contracts either. The manager in the department who was the most callous toward customers, the stingiest in approving account credits even in cases of egregious negligence on Comcast's part, was of course the one who got promoted. Employees who are management favorites can persist with abysmal performance for years and never get fired; other exceptionally competent employees have been fired for trivialities. Management pressures agents to upsell customers on enhancements they don't need. Career advancement opportunity is next to non-existent; you have to spend an inordinate amount of time doing "gig" busywork with other departments to even network yourself a chance. Turnover is unsurprisingly very high.
Comcast is extremely "woke", even by Fortune 500 standards. They have a special day devoted to DEI, employee resource groups for every "protected class" imaginable, and my department's team chat never took down the Pride flag from Teams chat after Pride month my first year. Comcast heavily outsources billing and tech support to the Philippines, which means you'll be dealing ESL issues a lot on call transfers.
Although in terms of total compensation Comcast is strong, wages for a retention agent are low and raises don't nearly keep pace with inflation, especially these days.
