Convergys Comcast Xfinity Customer Service Rep II Sweatshop Customer Service Work Environment Cincinnati Ohio

I have been working for Convergys for only 5 months. The company started out excellent with paid training which last for about 6 weeks. After training ends you move into transition in which you are coached about normal call center customer service parameters, such as quality, aht, hold times…etc.

After you move into production you are required to sale Xfinity Home Security Services or some other service affiliated with Comcast their client. The training is too basic and does not offer the ends and outs of how to service the customers and clients effectively. For example they do not teach how to handle muiltple accounts under a single customers name as well as how to transfer services , uid, passwords from a old acct to a new one. The main problem is that you are required to get sales. Comcast customers are 80% irate so its similar to working in a at home sweatshop taking back to back  calls trying to fix broken accounts that Comcast do not want to deal with so they are routed to Convergys. Currently servicing the New England IP, other major problems include the systems are always crashing, or we have missing applications that are needed to resolve issues and cannot get assistance when. The only assistance you have is a chat but most of the time its queued up and you cannot get assistance from any of your other peers sitting in the chat room.

So far I have been written up for just not using ITG’s internet troubleshooting guides on every call, but the system is down it will still count against you. Not only is it constant systems issues but their zero tolerance policies that they make up only put additional pressure on a already stressful work environment. I’ve never liked doing customer service but this by far the worst call center environment I have worked in. It’s a disaster from day to day systems going down, irate customers, escalation calls, can’t fix issues because systems are not working , but you still get written up, so far I have 3 writes ups that are not all my fault. I also detect some racism from this company as there are no minorities in Team Leader, training or Supervisory positions. They also require you to send a picture of yourself in training failure to do so they will not allow you to finish the training. Unfortunately I can prove that this is a form of racial profiling or ethnic profiling with Convergys employees.