Get the Sale & forget the Support - Customer Service Representative Cox Communications Employee Review

Focus is on sales, agents are penalized for taking the time for technical troubleshooting & customer education. Most technical support reps are non-technical and training is focused on navigating problem ridden software & translating service call into sales call. Techs are rewarded for cutting calls short (resulting in repeat calls for the same issue) and selling additional services, not for fixing problem and keeping customers