Management plays favorites and promotes by the buddy system. Anyone that rocks the boat suddenly has disciplinary issues and are walked out the door, where you are brought your keys outside and told the rest of your belongs (in which thry sort through and they deem which parts you can keep) will be mailed to you. When I was hired, "soft sales", meaning just advising customers of offers was all that was required bc we were tech support. By the time I left, if you were not adding a % of new services and % of add-ons like upgrades on Internet/channels..... then you were written up and walked out soon after. If I wanted to do sales I would have applied for that job! But, if someone's calling in bc their services are not working, how can we be expected to make them agree to more crap? Then with the closing of most of the call centers the stress mounted and hold times blew through the roof.
They took away all picnics, Christmas parties, and the things that made the Cox culture a family and decided emotionally neutral robots would be better since customers were no longer individuals, they were to now be treated as nothing more than a $amount we collected from each month. The more they paid, the more valuable they were.
