Employee metrics show how Comcast pushes customer service reps to make sales
See the original posting on The Verge
Many of the more than 150 current and former employees interviewed for The Verge’s Comcast Confessions series cited excessive sales pressure as one of the main reasons the company gets poor customer satisfaction ratings.
Despite the fact that Comcast has departments devoted to both inbound and outbound sales, the company encourages its employees in customer service, tech support, and other departments to make sales as well. This often puts the employee’s interests at odds with the customer, who may be calling in to report a technical problem, billing issue, or to downgrade their service.
Sales pressure is enforced through monetary incentives, disincentives such as being put on a corrective action plan, and pressure from managers who…