Behind The Veil Part 5: Comcast Metrics For All Employees As Simple As ABC, Always Be Closing
from the anybody-but-comcast dept
In the ongoing fallout Comcast is facing due to the high-pressure sales tactics of their non-sales employees, the company has consistently indicated that these employees are not behaving in a manner consistent with the company's wishes. The common thread in most of these stories consists of customer service duties being handled by customer retention reps as often as not and complaints or attempts to cancel service being met with sales pitches instead of service. Comcast has specifically indicated that these examples are outside of the way they train employees to conduct their business.
Comcast, as it turns out, is completely full of shit. The latest reveal via past and current Comcast employees spilling their guts to The Verge is all about employee metrics. And it seems that Comcast sees everyone as part of the sales team.
Guidelines for repair reps, which show how a trouble call can be segued into a sales call, are part of S4, Comcast's "universal call flow." S4 is an evaluative measurement to ensure that all agents "give every customer a great call experience every time." It stands for: start, solve, sell, summarize. Part S3, or "sell," includes four parts: "transition to relevant offer," "present offer," "overcome objections," and "proactively close sale."That's not even a retention rep being trained in that document; it's a repair tech. Because, hey, the thing I most want when Comcast's service is failing is the person fixing it to sell me more of that failing service. This is the kind of pressure tactics that lead repair calls down the dark path to an angry customer who likely subsequently finds out that Comcast has a monopoly on service in their area. Where are my free-market conservative friends on this stuff? This is supposed to be in your wheelhouse!
It doesn't get any better for customer service reps.
Similarly, a scorecard for customer service reps in the Pennsylvania area shows that sales are explicitly worth 18 percent of an agent's performance. Sales are measured again in the general customer service "Pinnacle" metric, which is worth 27 percent. An excerpt from the Pinnacle guidelines says "Sales/Conversion" is one of eight categories measured in an employee's interaction with a customer.A fifth of a customer service reps performance is judged on their salesmanship. Let that sink in for a moment and then remind yourself of this fact the next time you call for a complaint or help with your service. That person you're speaking to is being judged on whether they can sell you on something when they're supposed to be helping you.
You can see the full dump of the metrics documents here, but don't eat much before you go looking. You may not be able to keep your meal down.
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Filed Under: broadband, customer service, selling, upsell
Companies: comcast
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Typo
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Re: Typo
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Well now...
No, no no no, surely that's not the way to go. Try to sell to everyone at every opportunity whether they want it or not, shoving sales pitches in peoples faces instead of giving good service, that will definitely get you more money...our of your own ass that is.
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Comcast is a bunch of scheming liars??
Oh, here's another lie right out of their handbook:
I guess that in Comcast's world, badgering customers who want to leave their service counts as a "great call experience".
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Re: Comcast is a bunch of scheming liars??
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Re: Comcast is a bunch of scheming liars??
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Re: Comcast is a bunch of scheming liars??
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Re: Re: Comcast is a bunch of scheming liars??
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Counter-tactic
Throw off everyones metrics, and Comcast will have to do something different.
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Re: Counter-tactic
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Re: Counter-tactic
Dropped calls = Lost sales. :)
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Re: Re: Counter-tactic
ROBODIALER!
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Re: Re: Re: Counter-tactic
No, don't do this. Just call them about actual issues, an dmaybe post it to a blog.
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Re: Counter-tactic
"Lets Make it Comcastic!"
Here is a link to a possible logo:
https://www.dropbox.com/s/fzqhirsty8cqjqk/comcast-sucks.jpg
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Re: Counter-tactic
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The Veil of Lies
When I was hired by the company, I was explicitly told that it was not a sales position and that there no sales requirements. After quitting my previous job and starting my new one I found out they lied: If I wanted to keep my new job I'd better meet sales goals. And we are told to tell certain lies in order to make sales as well. The justification from management? "Well, we have to compete with the satellite companies." But then, the management there is populated with the kind of people who will stand there, lie to your face telling such whoppers that they are bound to know that you know that they are lying, and not bat an eye. This is at a company whose official written "corporate values" put honesty at the top of the list. Of course, that document itself is just another big lie. I mean, you wouldn't expect a bunch of liars to go around proclaiming that they're liars would you? No, they're going to claim just the opposite.
You'll have to forgive me for not naming the company, but they have a whole team whose job it is to detect, identify and fire anyone suspected of any kind of whistle blowing (even though they already have close to, if not over, a 100% annual turnover in my department).
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Re: The Veil of Lies
Collusion much?
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Re: The Veil of Lies
It is my experience that the more a person insists that they are honest, the more likely the opposite is to be true. An honest person lets their honesty speak for itself.
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Re: The Veil of Lies
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Re: Re: The Veil of Lies
It must be nice to have options like that. But some people have to work for a living and jobs aren't always easy to find. So, are you offering him a job or just popping off?
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Re: Re: Re: The Veil of Lies
In fact, the last time I changed jobs was exactly that sort of situation. I needed the income from the job terribly, there were no other jobs in my line of work in the area, and I had to quit anyway. Ultimately, I had to get a job in a different city entirely as there were no other options, even though it means that my wife and I have to live separately for a few years. My decision to quit resulted in a lot of hardship that continues to this day -- but not nearly as much hardship as I would have had if I continued working for them. Just of a different type.
It's just a matter of what's important to you, I guess.
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Re: The Veil of Lies
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Too bad they bought NBC instead of ABC . . .
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sales matter
I also find it funny to see people here suddenly getting upset. This concept isn't new. The "always selling" concept is probably about as old as it gets, it's the old "would you like fries with that" taken to it's logical conclusion. I don't like it either, but it's not something that is new, it's not something Comcast whipped up all by themselves, this is old, old, old.
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Re: sales matter
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Re: sales matter
There's a difference between:
a) Would you like fries with that? No, okay, your total is $6.50, please drive around.
and
b) Would you like fries with that? No? But they're tasty! Okay, what about a salad then? But you should eat healthier! Okay then, how about a milkshake? An apple pie? Can I supersize your drink? How about a wifi pass, they're only a dollar? A coffee mug? A cheap plastic toy in the shape of the last Disney movie? Do you want to donate a dollar to help some medical disease? What about a buck to feed some kids in the third world?
There's a difference between offering an additional product or service to increase your company's value to the customer and trying to bleed your customer dry.
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Re: sales matter
It's VERY different than literally every other company I deal with. Of course, with any other company (that is, a company that provides a service that is mandatory for me and has no competition), I wouldn't put up with that behavior. I'd find a different company.
"I also find it funny to see people here suddenly getting upset."
Nothing sudden about it.
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Re: Re: sales matter
Ugh, I bungled that totally. By any other company, I meant to say a company that isn't in a monopoly position providing a mandatory service.
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Re: Re: sales matter
Why don't you just to somewhere with a different cable company?
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Re: Re: Re: sales matter
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Forever and ever
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screw comcast
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"Where are the free-market conservatives?"
When I see the legislation being passed to prevent municipalities from setting up their own Internet services, it makes me think that they may have a point.
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