Charter Communications – “Service to Sales 'script' is a pipedream”

Pros

Decent pay, at the time had an agreement with comcast for employee rates on services if not in a charter area.

Cons

Working graveyard shift, home of the 4 hour maintenance phone queues. Sure, I'll meet my sales quotas and try to up-sell every call when 99% of them are calling in pissed because, yet again, their area is down for maintenance from 1am to 5am.

Promotion - if you make anywhere near the required numbers on your quality reviews, you're stuck on the phones so you can help your supervisor's team stay out of trouble with the manager. If you suck, you will probably get fired or promoted off the phones. Or maybe you're friends with the management.

Mandatory Overtime! I guess it wouldn't be a bad thing if you didn't already have a long commute and other things to do, but most people don't want to work an extra 10 hours every week for 4 months straight. Ordering unhealthy pizza as reimbursement does not make it ok.

Division of workforce: You hire people to be in sales, support, retention etc: why don't you let them do their jobs? Every call should not be the same, the customers might as well be talking to (another) robot. Tech support personal were hired for their skills in said tech supporty areas, expecting them to make a sale on every call is overreaching.

It seems after the fraud and the stock dropped to sub 1$ amounts, the company lost its mind and kept changing policies to try and wring the customer for every penny, and then when that didn't work it tried to punish its employees for not attempting to rob the customer blind.

Advice to Senior Management

Try to at least be realistic with the expectations of both your employees and the customer. If you're going to use a script like service to sales, and make every person on the phone adhere to it; just pay us all the same and just call us 'call center employees' instead of 'sales staff' or 'tech support'. Those titles become meaningless if there is not difference other than what call queue you log into(not like you don't spread overflow around anyway)