Inside Our Call Centers: Retention Team

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  1. Cox Enterprises
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Working at Cox in the retention department is the worst job I have ever had! The customers are irate, hate the company and constantly use profanity. You are not allowed to disconnect the call, even after several warnings. Management is not supportive or encouraging in this role. They state that "This is what you signed up for." I have never seen so much turn over. The job is dehumanzing, demoralizing and degrading. The job is so stressful that retention agents will just get up in the middle of a shift and walk out and never come back. They hire 25-30 retention agents regularly. After 3 months, they are usually down to 1-2 agents and then eventually down to 0 agents, thus the revolving door. To make things worse, the goals are unattainable. Think twice before accepting this position (Even if they tell you that you will only have to do the job for one year before moving to another department). The retention agents that make it to the one year mark are either on final notices due to not making their goals or are so burnt out that they eventually leave the company. Please think twice before accepting this position.

BPinkPurple
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Could be the most stressful job you'll ever have.

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