- Very tough metrics to achieve, in order to pass your scorecard and not get fired your expected to have a 40% general attachment rate which means for every 10 calls you receive you have to sell 4 services minimum to pass and you must have a 75% video attachment rate minimum as well so every time you sell a service you need to sell video along with it 3/4 of the time to pass your metrics and not get written up or fired which is extremely tough because almost everyone that will be calling in will be wanting to open an account with internet only and Comcast puts commercials saying they can get internet as low as $19.99 a month to get people to call in but you wont be able to pass your metrics if thats all you sell.
- There are customers that will flat out refuse to add video service and will refuse your sales pitch no matter how much you explain about the benefits, tie it to their needs, explain the features, etc but Comcast will keep pushing you to make people get video to meet the 75% minimum video attachment rate if you want to pass your scorecard and not get written up or fired.
- Supervisors and Managers will constantly be pushing you to sell triple play packages and quad play packages to customers who may only want 1-2 services.
- Not all the calls you receive are sales calls, only about 10% of the calls you receive are actual sales calls and the rest are people who dialed the wrong extention or just dialed any extension in the automated system to get to a live person when they were trying to reach a department like billing, tech support, or the disconnections department but here they are speaking to the sales department and each call you receive that you dont sell anything lowers your attachment rate (even if its not a sales call) so good luck making that 40% general attachment rate to pass scorecard.
- Alot of people will call in just to ask for information about promotions or prices but have no intention of buying anything on the call and if you try to close the sale with them they will say things like "I have to talk to my spouse before making a decision", you offer to call their spouse and they will say that their not available, you offer to call them back at a later time and they wont pick up their phone at the time they agreed for you to call them back 99% of the time.
- On top of the attachment rate goals there are also other metrics you have to meet to pass scorecard like revenue per call, total revenue sold, amount of security systems sold (need 2 minimum monthly to pass), Quality Analysts score (how good you follow a script), and their talking about adding more things to the scorecard as well.
- If your not meeting your sales goals you will be constantly harassed every day you come into work by your supervisor and their manager asking what your doing to improve your numbers, trying to get you to compete against other agents, hinting that if you dont improve your sales you may be written up, put on a performance improvement plan that prevents you from switching to another department that might be a better fit for you, and letting you know every day that being on a performance improvement plan is 1 step away from getting fired, etc.
- The Comcast commercials are deceptive because they advertise that you can get $19.99 internet but its really $24.99 and you receive a $5 discount if you sign up for automatic payments and bills via email if not you pay $24.99 and Comcast advertises that it "comes with 5 lines of mobile already included" but each mobile line is $45 a month for unlimited data or $12 per each GB of data (which is said in the small letters in the commercial that people dont read).
- You have to constantly follow up on your orders to make sure nobody cancelled your sales order and re-entered it with their sales id because you only have 3 days to dispute it after the installation completes if not the person who stole your sale gets the credit for it.
- 90 day chargebacks on your sales if the customer disconnects for any reason even if their moving to a new location within 90 days or if they installed in one address and then changed their apartment number or address within 90 days.
- Sales department works all holidays
- The script you have to follow is constantly changing and the Quality Analysts deduct points for petty things and knit pick your calls so that nobody has a perfect score.
- The company is always changing and restructuring, I used to work in National Bilingual Retention for several years and then one day all of a sudden the company director comes in and tells everyone in the call center to go to a room for a meeting to make an announcement and they tell us that Spanish Retention is getting outsourced to Mexico, English Retention is going to be based out of Jacksonville, FL and the Philippines, and that our call center is getting converted to Regional Spanish only Sales which I thought wasnt so bad at first because I wouldnt have to deal with irate customers anymore from Bilingual Retention until I actually started working in Spanish only Sales and saw all the unrealistic sales goals they have to pass the scorecard and all the things agents have to deal with to make the company happy.
- Commission isnt what it used to be, I used to make better money working in National Bilingual Retention than I do now working as a Regional Spanish only Sales agent.
- Lack of positions to move to, I tried seeing if maybe there was another department that I could transfer to since im not happy in Spanish only sales but the company barely posts job openings for internal employees that want to switch departments, they would rather hire new people from outside to fill positions.
- Comcast used to raffle out big prizes for selling like 50+ inch LED TV's, Xbox, Playstation, ipads, etc but that all stopped once our center became Spanish only Sales.
