Many of the more than 150 current and former employees interviewed for The Verges Comcast Confessions series cited excessive sales pressure as one of the main reasons the company gets poor customer satisfaction ratings. Despite the fact that Comcast has departments devoted to both inbound and outbound sales, the company encourages its employees in customer service, tech support, and other departments to make sales as well. I don’t want any of our employees to feel that pressure to go through and sell…or feel like they’re going to get fired, Tom Karinshak, Comcast’s senior vice president of customer experience, tells The Verge. The Verge obtained some of the internal training materials and metrics for customer service employees, which show the company considers sales to be worth about 20 percent of performance.
Employee metrics show how Comcast pushes customer service reps to make sales
19
Aug
2014
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