Comcast

Discounted services, medical/dental benefits, and a very casual dress code. A great group of repair agents to work with.

Keep in mind that 90% of the call center agents want to help the customer, but Comcast has it set up for their employees to fail at this goal. The agents I worked with really cared about getting customers' equipment/services working, but Comcast corporate does not share that same outlook.

Comcast pushes their repair agents to sell, sell, sell, and that is where the other 10% comes in. To meet the unrealistic metrics of their repair center, some agents feel the pressure to add services to customer's accounts without their knowledge. Comcast does nothing about this, just as long as you are selling.

You are given very little repair training in their 6-week training course, which is a joke. During training, Comcast brings in Supervisors from the floor to talk about their great Comcast experiences. They come in all smiles, helpful, friendly, but when you get on the floor, no more smiles or helpfulness.

You are informed in training that if you EVER need to go to the bathroom, go. But once on the floor, you get an IM from several Supervisors asking you to take your bathroom breaks on your own time, which if you start work at 1pm and your first break isn't until 3:45pm, makes it a bit difficult to hold.

You get consistently scolded for going to the bathroom or helping out another agent because "Aux" time is way more important (FCC rules, so they say) than your well-being or helping a co-worker. There is no consistency on the floor. Some agents get by with sleeping at their desks, and then others, like me, just wanting to go to the bathroom, get a written warning.

Also, they give you 10 minutes to start your computer and all of the necessary programs to do your job. This takes a full 10 minutes. Then Comcast does not give you the option to review emails, service updates, trending logs, or important information to do your job effectively. Instead, they demand you do this on "YOUR OWN TIME," so basically, you are working overtime without the pay. The last I remember, this was "illegal."

I brought this to the attention of the director & VP of Comcast; was told to "read quickly." Once I informed Comcast of this, that is when I began receiving IMs from Supervisors about going to the bathroom. They pushed me out the door with their harassment. The frequency I go to the bathroom is just like anybody else.

Some agents come in as much as 30 minutes before their shift starts to read all the updates, etc.

Management has lost sight of how to keep good employees. Comcast is all about the bottom line: money. Comcast could have an awesome customer service rating if only the Comcast corporate world did too.