Working in sales, how would you like to take retention calls? How much would you like to lose commission based on retention? How about not being able to transfer those calls? Not only are you expected to take those calls, but your also expected to sell these customers stuff, notably a bundle of services that the company is woefully ignorant of the market value of (ranked worst in Consumer Reports 2/2008, but they say that we are the best value for the dollar in all the MSOs). The metrics that each employee is ranked on has recently changes to much much more stringent, and they counter each other, so that you can never meet their 'expectations', which makes for a LOT of people on 'disciplinary action', or getting walked out if they weren't swift enough to apply for the other departments a few months ago. To top it all off, there is a blind adherence to the corporate line, which has been proven in practice to not be true. And to make matters more fun, the leads are woefully understaffed and angry customers who refuse the offer of a callback tie up our ability to make more money for the company. And all of the producing reps are transferring into retention or into other jobs in the building, if not directly away from the company altogether, it's setting a bad example for those less-than-perfect employees.
