Comcast Customer Service Agents Get Answers To Certification Tests Right Before The Tests

Comcast customer service sucks so much because they outsource much of it to Convergys, affectionately called the “sweat shop” of the call center industry. One disgruntled insider has these four unverified confessions about how they run their customer service hellholes:

4. Agents get the answers to certification tests right before the tests.“It is pretty hard to fail the test & most people openly cheat anyway…”

3. “Supervisors” are just agents they pull off the floor.
“They have no power, or even skills, and may have only been on the job for 1 month. They are not different then the agent that you were speaking to at the start of the call.”

2. Get rewarded for getting customers off the phone, not fixing their problem.
“Average call time handle is 10 minutes. You do not get in any trouble if you can’t fix problems, but if your call handle time is too high they will fire you.”

1. You can’t escalate
“They are given no way of effectively dealing with problems that need escalated, they have no way to contact local offices other than an email. They have no numbers to call anyone at Comcast directly, not the local dispatchers, the local offices or corporate offices.”

Writes our insider, “Employees hired to do the job are ill paid, ill treated & overworked. In fact, most hate working there. The company they work for tells them when applying that they need no tech skills. They have hired people to do tech support for Comcast HSI [high speed internet] that have never touched a PC. They are quickly losing any skilled people they had because agents are fed up with how they are treated, the pay scale and the fact that they are set up to fail at the job.”

Take it all with somewhat of a grain of salt because this sounds like someone really unhappy with their job, but if his allegations are true, it could go a long way to help explain why so many of readers have written in complaining about Comcast customer service.

(Photo: largeprime)

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  1. jacques says:

    Didn’t covergys also run the infamous AOL call centers?

  2. Suppafly says:

    I worked at an afni call center that did stuff for sprint local phone service and they treated their agents basically the same way.

    There is no need to take this with a grain of salt, all large companies outsource their support to call centers. These call centers are only concerned with meeting the metrics that the company supplies.

  3. Haplo9000 says:

    Well, I can’t speak for Convergys, but I did work for Stream International, another call center with accounts for Time Warner RoadRunner, AOL, and the two I worked on, hardware support for Dell and Gateway. I can tell you that even 8 years ago, confessions 1, 2, and 3 were standard in the industry. We had almost no contact with Dell or Gateway, and certainly no way to route issues or irate customers to them. We had to handle problems ourselves. Presumably, someone a few rungs up the ladder had an e-mail address or a phone number of someone at Dell or Gateway, but the first few levels of support had nothing of the sort.

    Average Handle Time (AHT) dropped in the two years I worked at Stream from 16-20 minutes down to 10 minutes. At the same time, quality control for handling the problems themselves, fixing issues, and helping the customers decreased to almost nothing. Managers coming up to you to see why you were on a longish call went from “How can I help you fix this issue” to “How can I get you off this call”. We we told in no uncertain terms that we could no longer help a client that had to reload Windows by walking them through the process, even if they were REALLY skittish. They had to call back, so we could get off the call.

    Finally, for about the last 16 months of my two years doing hardware tech support, I was a “Supervisor”, much like Confession 3 alleges. The “supervisors” were basically techs that had decent technical skills that walked around and helped other techs fix issues that they were having problems with. There’s NOTHING at all wrong with that; it was, in fact, my favorite part of the job, because I was helping my co-workers do their job better, and I was teaching them at the same time. However, when I customer asked to be bumped up the chain of command, they got me, and, well, I could not do SQUAT for them other than troubleshoot their issue. Many times, I was able to help them or fix their problem where the other tech could not, but if something came up that really required corporate to get involved, I just had to take their information, phone number, etc, and give it to my team leader, who would arrange a call back to them. I have no idea if this ever actually occurred, though judging from the REALLY irate calls we would sometimes receive, I gather that it did not on any regular basis.

    Anyway, no idea about whether the guy in the story is just disgruntled or what, but the picture he paints does sound very much like my work experience.

  4. dbeahn says:

    These are all bullshit. I’m a former Comcast employee, with no reason to love or hate them, and I never saw any of this.

    Supervisors were CSRs that were “pulled off the phones” and promoted, given large raises, more responsibilities and broader power to make concessions.

    There may be some offices where they cheat on their tests, but we fired 2 people for that while I was there.

    Our agents DID get the “answers” right before the test. We called it “training” and depending on the type it could be a few days or a few weeks.

    We had very specific escalation paths to follow, and if those failed, we could call or e-mail the person or people that could “make it right” directly if needed.

    This guys sounds like one of the people we fired for a) cheating and b) because he was a moron. He bitched and pissed on moaned about how he “got a raw deal” for weeks. My reply was “You cheated. And even then you barely passed. And you weren’t even smart enough to not get caught cheating. You got a raw deal from yourself.”

  5. dbeahn says:

    @dbeahn: My bad. I missed that this guy was at one of our 3rd party centers. I can’t speak to those, but none of this would surprise me either.

    Always, always ask if you are actually speaking to a Comcast employee. They are the ones that can help you. Specifically, I always ask for “my local office in (specific geographic location)”. Then I check by asking some general questions about the area that office is in.

  6. Jaysyn was banned for: http://consumerist.com/5032912/the-subprime-meltdown-will-be-nothing-compared-to-the-prime-meltdown#c7042646 says:

    A girlfriend of mine works for them & the blurb above pretty much sums up the work experience. At least she isn’t actually doing phone support any more.

    Convergys runs a *lot* of call centers for various companies. Standard phone jockeys, but at least they are actually supplying Americans with jobs as opposed to another country.

  7. Chaosium says:

    It’s really not that uncommon of a situation for “insourced” call center work. Sure it’s exaggerated and explains why some guys you’ll speak to may be dumber than doornails, but it doesn’t necessarily speak for all phone agents and all call centers, even for Comcast.

  8. geeniusatwrok says:

    @jaysyn Convergys runs a *lot* of call centers for various companies. Standard phone jockeys, but at least they are actually supplying Americans with jobs as opposed to another country.

    Oh noes, has Nova Scotia become the 51st state? Because that’s where all the many, many calls I make to Comcast end up.

  9. VA_White says:

    That sounds about right. The company I used to work for is still bucking the trend with their tech support call center staffed with actual trained technicians in the same building where the engineers design the product.

    They have in-house software to track technical problems and if the volume of calls exceed a certain threshold, the product manager for that product is required to analyze the issue and come up with a root cause and a fix for it.

    Many of the seasonal employees come back every single year because they get treated so much better. They are not graded on call length or volume, only on problem resolution. When a call needs to be escalated, they are required to stay on the line with the senior tech so they can learn from the senior techs.

    This is very expensive and is one reason why they are priced higher than their competitors.

    The horror stories those seasonals tell about working at Convergys and AOL will make your hair stand on end. (both companies have call centers in my city)

  10. yg17 says:

    @geeniusatwrok: Canada’s still a part of North America…

  11. dantsea says:

    Outsourced call centers cutting corners like this are finding themselves increasingly shackled to outsourced quality assurance companies like Hyperquality and J. Lodge. While the aim is more or less to improve customer service (so much as it’s possible), the increased monitoring provides even better statistics regarding whether or not the call centers are living up to their contractual obligations.


    Rumor has it (heh) that one particular company (name rhymes with “Steam”) with a call center in Kentucky nearly lost a tech support contract when the client found out that they were pulling people from administrative departments — and no technical experience beyond the scripts they were reading — to staff the phones during high call volumes.

  12. Jaysyn was banned for: http://consumerist.com/5032912/the-subprime-meltdown-will-be-nothing-compared-to-the-prime-meltdown#c7042646 says:

    @geeniusatwrok:

    Beats me, I just know there is a call center here in Jacksonville. Convergys is a big company. YMMV.

  13. trillium says:

    I am in an unfortunate situation of being locked into Comcast as the only broadband provider available in my area. When my cable goes, I don’t hesitate to call Corporate HQ. Oddly enough even with “operators standing by” to answer your questions, I’ve never had an issue getting anyone dispatched (relatively quickly might I add) to fix my issues, but ONLY when calling Corporate. It’s gotten so bad that I keep a running list of outages in an excel spreadsheet that I end up rattling off to whatever unlucky soul ends up on the other end of the phone. If their service wasn’t so shoddy, maybe life would be a bit bearable.

  14. Steve_Holt says:

    @geeniusatwrok:

    Nova Scotia? Never gotten them. However, probably 6 out of the 10 calls I’ve made to Comcast have been to Newfoundland, Canada. Just slightly to the north, but about the same area geographically. And yes, I ask their location on every call. The calls to Newfoundland were always for problems with service, etc. The calls that reached closer to my home were to subscribe and make subsequent changes to the account. And then cancel. And then subscribe again.


    Just to quote a fav:

    “Why would a man who’s shirt says ‘Genius At Work’ spend all his time watching a children’s cartoon show?”
    ….”I withdraw my question.”

  15. Firstborn Dragon says:

    Let’s see here…

    How many of these did I see when working at bell hell…

    4. Agents get the answers to certification tests right before the tests. – True. Hell we have the computers in front of us with all the answers.

    3. “Supervisors” are just agents they pull off the floor. – Semi true. They were there for so long, and had to have:

    Short call times
    Few callbacks
    And amazing selling records (Of total crap)

    2.Yeah. We were supposed to have less then x call backs a month, but then again our call time had to be under 15 mins. Oh ad that INCLUDED shoving the crap we were supposed to sell, AND wait time to get to ‘second level’ or whomever we needed to send people to.

    1. This was true. To an extent. After you got to second level or supervisor (Just your basic lacky who got good rankings) You were just thrown around from level 2 to level 2. No higher ups, no managers, no bell employees, nothing.

    Bonuses for where I worked:

    1) We had to sell CRAP!

    For example: An anti-viruse that could protect your system from viruses, but NOT REMOVE THEM! (Oh, and even though we suported the install? We couldn’t help with the viruse you got for using the crap)
    Or MSN premium, a peice of crap that had the MSN browser, ‘parental controls’ (Which ONLY WORKED with the browser, and came with no way to ensure ONLY the MSN browser was used), and your own customisable homepage.

    2) We had to wait (And I wish I were kidding on this) OVER AN HOUR ON HOLD if we needed to esculate to second level. Yes, my record was having a person ON HOLD for almost TWO HOURS due to the mess.

    3) Phone systems never worked right. I would be on hold, and if the customer hung up, I wouldn’t be told except for a small bar that MAY flash. And to make it even better? The system would pick up another call if I kept on holding thinking my original customer was there.

    4) Eventually we had to push (In addition to all our other crap) a PAID support line. For what exactly? Routers, anti-viruses (That DIDN’T work with our email servers without special tweaking), that kind of stuff. But not ALL routers. And the best part?

    12$ a year with a MINIMUME 1 year commitment.

  16. loraksus says:

    I’m also an ex-streamie like HAPLO9000 (actually, I’ve worked for pretty much every major call center company in North America, so I have a fair bit of experience with the industry)

    Let’s go through a few points.

    4. re: “it is pretty hard to fail the test”

    True – but some people working at call centers aren’t exactly brilliant. Others are drunk, hungover or high since most call centers do not drug test and substance abuse goes pretty much unchecked. I recall one call center where people would smoke up in their cars during breaks, lunch, etc.
    There are also serious financial incentives to have your employees pass the test (see below).

    3. Supervisors… It depends. Most of the call centers I’ve been at have a form of “leads” – although I’ve worked mainly the technical side. I’ve seen some people been promoted quickly, but it usually isn’t “any joe off the floor” – although sometimes an “any joe off the floor” assigned to “call time duty” – where they get to walk around and harass people who are on a call longer than 10 minutes, etc.
    All sorts of BS happens in the customer service side. I worked for a cellular phone company for a very short while where people would be transferred to “supervisor” / your friend in order to antagonize the customer – most of the time though, it was too busy and the calls got transferred out somewhere (retention was a favorite since it never really came back to us).
    Oh… And some call centers “don’t have” supervisors – like GM’s customer assistance line – yeah, you might get a “manager”, but that “manager” makes $9 an hour and can’t do any more for you than anyone else on the floor. We had “supervisors”, but they basically approved hours and had no contact with the customers and very little current knowledge.

    2. AHT (average handle time) and service level were, hands down, the most important metrics to meet. If the call center didn’t meet service level (answer x% of calls in y minutes), they were “fined” – the call center would have money (thousands of dollars) taken out of their “gross” pay. I’ve been working when supervisors basically went “oh shit” and walked through cubes pressing the release button (i.e. hanging up on the customer) because there were too many calls in queue and the service level was too low.
    They could also log onto an ex-employees extension and hit “ready” then “release” a bunch of times. On certain contracts, they would routinely do this to clear the queue so we could go home.

    1. Comcast “escalation” will take you from tier 1 to tier 2, but above that, you’re really out of luck. Tier 1 agents are useless and are probably the biggest problem with their tech support. I’ve seen them send customers to tier 2 that don’t even have internet service with Comcast. I’ve seen t2 agents find out that the t1 agent didn’t actually do any troubleshooting with the customer and just pasted in some canned script into the call log.
    I’ve seen good t2 agents stand up and walk out because of tier one agents.

    “The below part”
    I have a couple examples of shenanigans with training…
    In the last call center I worked at – support for Vista – the entire class (except for me, but that’s not surprising since most people had no computer experience) failed a weekly “pass or you’re fired” exam – management fudged the results to make everything look peachy (otherwise they would lose 2 weeks of pay for 20 people). Our “teacher” was an Indian who thought radio waves couldn’t travel through a vacuum and that hard drives actually had a bunch of small “cylinders” inside them (instead of platters). Future problems were dealt with by repeating the exams until people passed.

    In another case, when our site lost a contract, we had mandatory training between calls.
    Dell thought the techs were actually getting training and paid a ton of money for something they didn’t receive.
    The call center basically double billed xxxx and Dell.
    When it came time to take the dell tests, everything was “open everything” – co-workers, books, employees that were in the dell queue, etc.

    “Training” has been handled unethically (to say the least) in every single call center I’ve worked at – I’d even go and say that there were several cases that were clearly fraudulent.
    Here’s how it happened – frequently, the outsourcee (dell, etc) would pay the outsourcer (stream, livebridge, sitel, sutherland, etc) a set amount for each employee that trained and passed “the final test”. This set amount would be well above (usually more than double) what the outsourcer paid the employee – and the outsourcer had no responsibility besides throwing a bunch of people in a classroom and providing an instructor. Maybe some old computers if the Dell or whoever paid extra for a computerized classroom.

    Since the outsourcee never got a list of terminated employees, you could fill training classes with employees, fire them as soon as they completed training and laugh as you raked in the dough.
    All this, while spending basically nothing for the trainees except their wages, which they were already making 100% on. Because of fast turnover, the outsourcer wouldn’t have any liability in terms of health insurance or anything like that. They also didn’t have to shell out anything for unemployment claims either since nobody remained employed for long enough to qualify for benefits.

    One particular case of fraud had the call center training 6 classes at the same time. Training took 3 weeks and they had 2 classes of ~30 people graduating a week.
    Fresh agents would be placed on the floor, told to meet unrealistic metrics or be fired. And the call center would fire most of those employees in the first week.
    I suppose you could read this as the call center taking extreme advantage of their client’s policies, but there seems something awfully scummy about the whole thing when you do it for 2 months.
    When you consider that they were getting $60,000 a week ($9/hr * 40hrs * 3 weeks * 30 people *2 classes) and the call center floor was almost full (~50 phones available for the 180 people in training plus the 60 that hit the floor that week – the numbers work out because there were different shifts, days off, but the call center could not of have had close to 240 people working on the available PCs)
    I don’t recall one instance in 6 years of experience where the client caught on and put an end to it. I suppose having to admit your company is getting screwed by the people you hired wouldn’t be the ideal path for career advancement, but switching isn’t an easy process either.

    And you wonder why companies don’t really save any money when they outsource…

  17. RebekahSue says:

    They have hired people to do tech support for Comcast HSI [high speed internet] that have never touched a PC.

    with all due respect to the disgruntled (?) worker, do such people exist? I racked my brains before posting, and the only person I can come up with who’s never touched a PC is my 79 year old father. (my 67 year old mom has been online for over five years, and blogs… I read the term “silver surfer” someplace…)

    My dad. ONE person out of who KNOWS how many that I know. I’ve worked as a private secretary, and now as a legal secretary, and both of those bosses know how to send an email and do basic stuff even though they have secretaries.

    Oh, wait. There’s a toddler who lives down the street; he MAY have never used a computer, though that’s unlikely. (I don’t know if his parents have a PC)

  18. loraksus says:

    Rebeka – absolutely – the call center job doing Windows Vista support is based out of Vernon, BC (population 35,000)
    It’s one of about a dozen call centers around the world handling the incoming calls, although I understand a few of those sites have been booted since I left.
    Most of the people had no / very little computer experience.
    Aside from that call center (and calling it technical is a bit of a stretch), there are virtually no mostly technical workplaces in that city. In fact, I now work for a computer company that sends techs up there (an hours drive) fairly routinely.
    It’s a tiny town and people would drive in from smaller villages to work there. People who used to work in lumber mills, as fishermen, driving semis, welding, one guy had a business carving Indian art.
    About a third of the class were your stereotypical mom and dad types. Folks who had retired and wanted a few extra bucks.
    A few recent high school grads had some experience, but not a lot.
    Wages were extremely low – managers were paid ~$16-18/hour and worked their asses off, many of the people hired accepted pay within a dollar of minimum wage.

  19. loraksus says:

    Oh… the employees in most of the technical call centers in the states were usually much better. Generally “right out of high school” types were the majority.

    FIRSTBORN DRAGON –
    Microsoft has the most messed up phone system ever. The process involves calling in, being put on hold, waiting for a tier 1 agent to create a case, take billing info if necessary, then being put back on hold to get to the actual agent. Sort of awkward, sure, but this is the kicker:
    Even though agents were available, calls would still be on hold for 10-30 minutes between the time the person stoped talking the the tier 1 agent and the time you picked up. Add the 2 hold times together and you had people on hold during that call for 45 minutes sometimes before they got to you.
    Damn odd. And I’ve personally experienced this myself while on the phone with a customer because “internal” transfers had to go through the tier 1 agent.

  20. brew400 says:

    while working tech support at cox, we usually got the answers to test directly from our “information” website we used because the supervisors didnt want to talk to us.
    we could escalate, just get ready to wait 15-45min.
    handle time is very important and it is true if your handle time is good and you dont fix a god damn thing, your doing good.

    also, i worked there right out of high school but i had technical training in school, majority around 70% of the employee population didnt even have a computer at home, nor knew how to do anything besides click the prompt buttons

  21. racermd says:

    I think Comcast’s problems go far beyond their terrible customer service. Arrogance is certainly a big factor.

    Comcast just entered my area (taken over from Time Warner, which was just as bad) and has decided to raise almost all the rates for services. As a result, I’m paying about 30% more now than I did just 6 months ago. Granted, I’m only paying for internet and might save if I had additional services through them. However, their TV service sucks pretty bad and I refuse to get a digital home phone line (call me old-fashioned, but I prefer a hard-line directly from the local telco).

    When I called and threatened to cancel over the price increase, they offered me nothing but bundle discounts. If they think I’ll take that offer, they must think I’m stupid.

    Well, I’m not. As of last week, I’m on DSL. That leaves me with no reason to give any more of my money to Comcast. The modem gets returned today.

  22. matukonyc says:

    @rebekahsue:

    Yes, there are people in this great nation of ours who have never touched a computer, but certainly you are taking the phrase too literally. There are people in the country who cannot use computers effectively and have little to no experience, chief amongst them: the poor.

  23. Firstborn Dragon says:

    @loraksus:

    Oh, I didn’t work at MS. I worked for Bell Sympatico, who got the idiotic idea to sell this crappy MS software, which WE HAD TO SUPPORT! Everyone dreaded these crapware calls with a pation as 99% of the time the answer was to unistall and reinstall the crap which could take damn well over 30 mins.

    I once had a call last TWO HOURS on this crap because a customer couldn’t spell her email address right. I was pissed off (And for that matter so were the floor walkers who kept harassing me about my call time, AND my supervisor, same reason.)

  24. Ben Popken says:

    Current Comcast call center worker writes:

    “I don’t even pretend to defend my company for anything of the crap we pull, but I do certainly dispute all 4 of the points that were made in it. Or rather, I do when referring to ours. Ours is an actual Comcast call center(as in, not outsourced), so perhaps it’s different in other places, but we actually have very well-trained people, especially in technical support. If we escalate it, it’s really to a supervisor, and it can be escalated as high as it needs to be, and even our VP/General Manager has actually(on several occations) come out to speak to customers when he is requested. As far as call centers go(which isn’t very far) we’re actually pretty good. That said, there are a few shitty people, and we have a pretty shitty technical staff(or rather, our contractors are really shitty, the in-house techs are pretty efficient), and of course many of Comcast’s business practices as a company suck(for example, making a customer wait 8 days for a service call, or everything we’ve done in the Memphis area so far since we’ve taken it over from Time-Warner), but overall most of us genuinely do everything we can to make the customer happy. Like I said, don’t interpret it as a love letter to Comcast. I could care less about the company as a whole. But we here in Knoxville do pretty good, for what it’s worth.”

  25. starli says:

    That’s when you finally get to a customer service rep! I work for a national teleservice company and take comcast calls. I am essentially an interactive busy signal. You get me when all of the csr’s are busy. There is NOTHING I can do for you except tell you to dial the number you just dialed and don’t push any buttons so that you go through to a csr. Then you get me again and you are NOT happy! I hated taking those calls!

  26. SupportDood says:

    OK, I don’t really have any way to back this up, so if it makes you feel better to call me a lying troll go right ahead.

    Here is the story of the Comcast Convergys in Nova Scotia. The center is in New Glasgow, Nova Scotia. Up unitl March 31, 2007 there were 4 projects being supported in the Main Building – Windows XP, Windows Vista, Microsoft Office, and MIcrosoft “Customer Central” – basically call routing. Unfortunately, Vista call volume was less than 25% of what Microsoft projected it would be, and Convergys (like other outsources) had staffed based on those projections.

    With no calls coming in (Thanks Vista!) they decided that the ecomical thing to do would be to answer all the vista calls that *did* come in in our India centers. But what to do with 200+ Microsft Windows XP and Vista support people? Comcast! Yaah! A few agents were moved to the Office project, and the remaining became Comcast frontline. Be they level 1, 2, or 3 support, all went to Comcast level 1 – nothing above that was to be staffed in Nova Scotia.

    The Good News:
    1. Experienced Techs
    These people are not fresh off the street, for the most part. Many have been supporting Windows since XP launch in 2001. I would say the average tenure is 1-2 years. There are very few jobs in that part of Canada, especially in IT, so people don’t hop from call center to call center.
    2. Friendly people
    I may get flamed for this, but if you have ever been to the Maritimes you understand – these people are the most empathetic CSRs you will ever talk to, and given the chance they will go to the wall for you

    The Bad.
    1. Training – Getting the answers
    I can confirm this. Tests are “open resource”, so you can use your PC. Just before each test the trainer reads off a series of review questions which are simply reworded from the test – agents typically write these answers down in Notepad and finish the test in a few minutes. I have never seen anyone fail out of training in 6 years. This is a fact in Comcast training, and it was in Microsoft training too. Essentially the company gets paid by the call – it makes no sense to pay someone $2000 to go through training and then NOT use them on the phones. There is no HR screening and no one fails – I have seen people who were mentally handicapped (a fact, not an insult) pass training.

    2. Supervisors
    There are managers – they were managers in Windows and are now managers in Comcast. There are also what I believe they called “floor walkers”, which are agents (usually the tier 2 and 3 people from ex-Windows support) who wander around to help and intercept. I’m afraid I don’t know if either of these groups have any powers.

    3. In windows they called ia AHT – average handle time. Microsoft was fantastic to work for, because they didn’t care how long the call went – they measured success by customer satisfaction surveys (yes, Microsoft). However, Convergys is an outsourcer, paid by the call, and everything is about calls taken. I think the tipper might be exagerating about being fired – I have seen maybe a half dozen people fired in 6 years for technical incompetence, but I have never seen someone fired for call times. Again, it would cost money to train your replacement. Their practice is to weight agents raises and shifts against their call time performance – so all incentives are to not fix and get off the phone.

    4. Can’t escalate
    All I know for sure is that there is no escalation team in Nova Scotia, and agents are used to having a local team from Windows support. I cannot confirm the e-mail only contact, but it would not surprise me.

    I left the company recently and moved on to much bigger and better things – best thing that I ever did. A lot of people have quit lately, because they are used to being allowed to help people, and now can’t. I can’t imagine how frustrating that must be for those who are left – shout outs to anyone reading this! (sup King!)

  27. QuirkyRachel says:

    Well that explains a lot…. Comcast was never, and I do mean *never* able to fix a single problem I had with either the internet or the cable tv. In fact, it took 3 hours to do the self-installation for the internet, and I was the one who finally found and fixed the issue!

  28. tribalprincess says:

    I have just quit Convergys working for the Comcast account, and I must say that this article is pretty right on. I did work in the Nova Scotia area as well, and our training was horrible. Not one person I know felt confident or even had any idea what they were doing when we hit the floor, there inconsist, we were using one tool and then a few months later Comcast decided to use a new tool that we hadn’t been trained on (were told in training we would never use it), and we were all techincally trained through Microsoft XP, and Vista, but most of the newbies hitting the floor aren’t techincal. We were told we wouldn’t have to sell, it would be opitional and of course now there making it mandortory to sell. I love the people I worked with at the centre, as far as the other agents, and managers went they were wonderful, and very helpful, just Comcast as a company to work for sucks! They didn’t train us well, cut our benefits, all new agents are taking a pay cut for a more stressful job, and the rules change all the time depending on what they need. And everyones right, my AHT sucked, because I didn’t care, I would fix every problem I knew how to fix, but we’re not supposed too. “Send it off to Microsoft” if its not 100% in our boundaries, “don’t let the customer talk too long or get off topic” because heaven forbid you have a converstation with the customer and actually build a little bit of relationship with them and make them feel like the important customer they are for our company. But if you are going to say anything make sure it has to do with Comcast Digital Phone, because we all have to now learn to sell those… or else! I must say there might be a few people I’ll miss talking to in the morning, but as far as working for that company I’m over joyed to be out of there, and have many friends who have quit since Comcast has come in that feel the excate same way!