Pros
Work from home. That's the ONLY positive.
Cons
This is a numbers company. Amount of time on calls, amount of time between calls, time available, time unavailable, call quality on and on. EVERY minute of your work day is monitored (no joke) and everything is recorded as metrics and they are always pushing you to do better no matter how good you are already doing. I went on for months scoring in the top ten percent and I was still told I could do better. They push you and push you and praise you with words when you do good but there is little reward. The job is a grinding wheel, all your doing is grinding out calls and they want you to do that as quickly as possible. Your whole work experience is to do it faster. Faster-faster-faster. They don't care about their employees or the customer the employee is supporting. The only thing they care about is turning a call and making sure your metrics look good so that they look good to their tenant (comcast). Answer the phone and get off the call as quickly as possible. You go from one call to the next with no room to breath between calls. Just finish a call with an exceptionally angry customer? Doesn't matter because as soon as you hang up with that customer your phone is ringing for another call and probably another upset customer. You don't even get time between calls to do your paperwork. All paperwork must be done during the call. Don't get it all done during the call? That's okay; you'll be doing it while your trying to handle the next call. Your entire shift is push-push-push, go-go-go. If things slow down and you start getting time to breath between calls that's okay, they'll take care of that by having people clock out early until you are back to taking calls back to back with no room to breath again. They like to say calls aren't scripted because they don't actually issue a script but they are very specific about the things you have to say and the order you have to say them in. Even ridiculous promotional things that don't even fit your conversation. Sounds scripted to me. You can do an excellent job with a customer and handle the call in an efficient and timely manner but if you forget one of their talking points your score for that call will suffer. Doesn't matter that you did a great job with the customer and that the customer was happy. Oh yeah, and everything constantly changes. The talking points you had to cover and the things you had to be sure to say and do last week will be different this week. You better remember all the changes or your call quality (QA) score will suffer even if you fixed the customers problem in a timely manner and they are happy! For troubleshooting an issue you are required to follow a flow chart. This is because most of the people they hire have little to know technical experience (though the company will say differently). This makes it very difficult for someone who has experience and a very good understanding of their job to perform optimally. But then again they don't want you to perform optimally. They want you to put a patch on the problem and end the call as quickly as possible so you can take another call. This company only cares about one thing. Making their primary tenant (comcast) happy. They don't care about the little guy, the RST's (Remote Support Tech's) that are on the floor grinding out the calls and making them all their money. This company and it's senior employees are all about lip service. They use positive reinforcement not because they care about you but because they know that a positive employee generally performs better which means you will grind out more calls. They find the one thing in your job that you enjoy or what your ambition is in the company and they will puff you up about that. It takes a while for you to realize things aren't as they seem, that all the praise is empty and that they really don't care about you but only your metrics and how quickly you can grind out a call. Most people figure it out eventually but not until after they have worn you out and ground every last call they can out of you. This is why most RST's have been working there less than a year and over fifty percent of new hires quit before their first year.
