1. Little emphasis on training past New Hire Training to improve existing employees' technical knowledge.
2. More emphasis on sales capability than technical comprehension so issues are resolved the 1st time addressed.
3. Management poorly handles weather emergencies causing employees to be stuck at work overnight w/o medications, etc. Also, employee vehicles damaged & totaled from parking lot flooding. Employees involved in accidents trying to make it to/from work in unsafe weather conditions b/c management trying to keep the call center open despite other centers open to handle calls. If you call out due to conditions, your attendance is docked and some even risk being written up. Mgmt works hard after the fact to do what's right within their ability, but poor prep and looking out for employees until too late.
Poor communication about service issues from the very top down.
Inconsistent communication across departments and call centers.
System tools often unstable.
You'll be doing mandatory OT while others in your department got to skip their mandatory OT and go home from their shift early!!!
There's no Mentor Program to actively encourage career advancement.
Your stats are really impacted by customer surveys. You can handle calls great but customers are furious about their issues leading up to you then YOU get scored negatively while the customer raves about you specifically in comments (in addition to their frustration with Cox). In the end...score matters, not the positive comments so you're screwed.
