CorydonCultivant son jardinPremium
join:2008-02-18
Denver, CO | Hiring new representatives is all well and good... But what they really need to do is work on keeping the ones they already have.
You do not become a good customer service provider after a two week class. You're probably getting decent after about a year on the job.
So if you're paying your reps sh!t wages, pitiful annual increases, no benefits and no forward career path, you're not going to retain those employees that are the face of your company.
And especially if you continue outsourcing calls to slave-labor sweatshops, where the turnover rate is astronomical, then you're going to have customer service problems.
Anybody can put warm bodies in front of the phone. Retaining the talented agents is where Comcast ought to be focusing.
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