Some of the negatives to working for Comcast are the supervisors, unattainable call metrics, and oppressive micromanagement. Comcast Supervisors avoid assisting customers and discourage seeking a supervisor for escalated issues. Their practice was to have the rep log a supervisor ticket to return the customers call and no one would get back to the customers. This only made matters worse and resulted in customers repeatedly calling back angry.
The call metrics are completely unattainable across the board and the system almost guarantees failure, atleast for those who are not favorites. There are about 20-25 different metrics reps need to reach but its not possible due to various uncontrollable factors. If you resolve a difficult issue your call time will go up which is a negative, if your call time is too low this is also a negative. Even if a call goes well and the customer is satisfied but later calls back because they had an unrelated question or simply wanted to make a payment etc this too will count as a negative as it is considered a repeat call. The metric system is inherently flawed because if you excel in some areas you will not be reaching metrics in other areas due to the system and uncontrollable factors.
The environment is very oppressive and extremely restrictive. I understand having controls in place, however, the environment handcuffs your ability to do a great job for the customer. The employees are literally treated like kids with all of the controls and micromanagement which contributes to the high turnover.
