Comcast Employees Spill How Hellish Life Is on Their End of the Phone

Last calendar week , the Comcast call try ’ round the worldstruck a major chord with nearly everyone . We ’ve all had that maddening phone call with a sales repp who just wo n’t quit . What you might not realize is that as we ’re slam our head against our phone , they are too . It ’s not they wo n’t stop , but that they ca n’t halt — and they hate it just as much . Here ’s what sprightliness is like on the other end of the line .

With paycheck at stake , when Comcast gross sales reps want to air out , they have to do it anonymously . AndWhisper , which is essentially Post Secretin app form , is full of these anonymous , Comcast - call - center pleas for mercy .

Via Whisper

While the above might vocalize extreme , it starts to make a lot more sense when you realize what these employees are up against .

We speak to the retention call nerve centre employee above ( who has prefer to rest anonymous ) about what act conditions are really like . And this is n’t a singular causa ; according to the employee , quite a few Comcast workers are in reality on mandate medical leave-taking for mental health yield specifically related to the stress of the job .

Apparently , much of the stress stems from training , or rather , the fact that “ training ” hardly exists . As the employe excuse :

[ The”nesting period of time ” during grooming ] is when we commence to take our first calls in the grooming elbow room before we are seated out on the call nub floor . One of the supervisors or senior reps ( or advocates , as they call them ) was supposed to sit with me , and then she just disappear , leaving me all by myself to take my first call . At my premature call centre job , when unexampled reps were taking call option , a quality auditor or coach ALWAYS sit with the novel rep to assist them . It feel like Comcast throws you to the shark .

Mix a lack of decently trained employees with as slight lapse as potential , our anon. employee say , and you have the perfect formula for infuriating phone calls :

thing only got bad when we were put on the call center floor , as there is even less assist there . They do have a team of the great unwashed that are dedicated to help the reps , but there are only about 4 or 5 of them , compared to the call center population , which is around 500 , which is not a good proportion .

The supervisors that are on the floor were not advance from a representative , they are hired flat as supervisory program , so a lot of them do n’t really know the billing systems very well , and have n’t really dealt much with the client directly , making it difficult for them to serve the representatives . And on top of that , thing get even worse recently , as they are pushing for us to betray at least 2 lines of business ( phone , tv or cyberspace ) per twenty-four hour period . This is extremely difficult , as , being in retention , the majority of our customers are at their brainpower end with Comcast , the last thing they want is a sales rake , and 90 % of the clip , offer more help ends in the client becoming more ireful than they already were .

In speaking with us over the phone , a Comcast spokesperson refuted some of the above numbers , saying that the mediocre agentive role to supervisor ratio across all Comcast ’s call meat is about 12 to one and that the sales requirement of two ancestry per twenty-four hours was “ perfectly not true . ” And while the rep we spoke with is in fact a Comcast employee , it goes without saying that the anon. nature of Whisper makes it impossible to sustain that the other posts in reality turn there .

Either way , what ’s vindicated is that we ’re often far too agile to charge the employee for Comcast ’s misbehaviour , and far too fast to leave that , on the other end , there is a living , breathe man . As our anonymous employee distinguish us , “ client can get super irate and awless ; I ’ve even had my life threatened before . ”

Death threats are hard enough on their own , but on top of all that , employee secern us that they also have to vex about whether or not they ’ll even be getting paid enough to make ends meet . That forces them to advertise customers further , making them even more furious than they were when they first made the call . Based on our conversations with the Comcast employee , it appear to be a condemnable cycle per second , with the only winner being Comcast ’s profit margin .

The expectation and the qualifications of a commission ante up that they put on us are next to impossible . The way they have the commission set up almost promote unsound behavior on the reps ’ end . Some repp will do thing like add service to customer ’ invoice without their permission , or flat out just not disconnect the account so that they can make charge pay .

If we do n’t save the company at certain , very high amount of money , we get NO commission make up , even if our percentages are phenomenal . This makes it even harder for honest reps like myself when these customers call back extremely irate ( which I can understand — I’d be upset too ! ) . They teach us in grooming not to do this , but thee is n’t much accountability . We do n’t have a very large quality auditing team liken to the number of employee in the call center , so if they do n’t encounter to randomly pull that call , the repp gets away with it .

Even with all that hanging over the a rep ’s head , the employee estimates that just about 10 percent of their calls in reality come after in retaining a client . But that remaining 90 percent of lose customer is n’t their faulting ; it ’s just Comcast ’s policies at work . Even in the retention department , where the majority of customer call in just want out , our insider recite us that reps are ask to attempt to betray services on every . individual . call .

These problems are n’t just limited to retention , though . A different , anonymous tech rep shared with the Whisper team a few metrics by which Comcast measure them :

Tech reps can only transport 10 percentage of incoming call .

Average call time must be under 9 minutes .

Tech reps must check that that any appointments are for “ valid ” rationality before sending out a place technician .

Even as a technical school repp , a successful cut-rate sale must be made every 150 calls .

We ’ve reached out to Comcast to confirm if these are official metrics or one repp ’s impression , and will update when we hear back . But if they are legitimate , it ’s worth noting that these factors look to be largely out of the representative ’s mastery . And since , accord to the tech rep , the call centre of attention repp and the home technician are n’t ever in direct inter-group communication , you end up with nursing home technical school that are often whole unprepared for the job they ’ve been dispatched to fix . A miscommunication that , consort to our source , ultimately gets put on the phone reps ’ shoulders — and their paychecks .

So considering that Comcast ’s employees are allegedly given nearly impossible goals , which are only made more difficult by Comcast ’s own policies , and that not fulfilling could mean not pay off rent , the now notorious “ Comcast rep from hell ” seems more like a tragical hero than anything else . Comcasthas order it ’s going to address some of its policy , but so far nothing concrete has emerged from that process .

You canhead on over to Whisper for more arcanum from the inside . And the next time you find yourself in a Comcast phone call of Sisyphean ratio , do n’t take it out on the rep on the other end . That rep may be just as much a dupe as you .

Update 9:27 pm : Comcast declined to comment on the above supposed metrics for evaluating tech reps , but according to a Comcast spokesperson , employee performance is measured across three category — timbre , productivity , and sales .

Art by Jim Cooke .

Comcast

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