This is big business, not sales. This is customer service, not sales. This is how Comcast got to be so big. You can meet all product goals in a month and get written up. You need to make a “sale” on every call (its impossible). People call in and hang up, call from the wrong market, unauthorized people call in to ask misc questions, your own collection, billing and repair reps call you to ask questions, people that are having a missed install date and time, people that just want to talk to a live person that have a billing or repair issue call you… all of these calls count against you and if you work later in the day (after 7:00pm) they become the majority of the calls.
If you don’t make close rate or revenue for a month, but you destroy the production numbers (phone Tv (D1) and internet) then you still get written up and threaten to be fired. This means they are going to get rid of you in 2 months. The company has to go through all checks and balances to show that they give everyone an opportunity.
I understand this concept, its something we learned about at college. You don’t want to pay full time employees, so you add in metrics that don’t mean anything so you can turn them. The new employees wont have bennies for 90 days and it saves the company money because they can higher at the lowest wage. I was encouraged by two supervisors to stay off the phone as much as possible after 7:00 pm because it hurt my close rate. Or to stay on an individual call as long as possible. This tells me that they know the system is flawed.
People that slam are fired, people that bend the rules and or make their own bundles are told not to but when their numbers come out, they are ones that are used as examples for paychecks.
The prices that Comcast quotes are dumb for boxes compared to its competitors.
