Horribly dodgy metrics that change without warning every few months - Phone Support Spectrum Employee Review

Your time as any manner of phone accessible support representative means expected to spend 99% of your clocked time on the phone with a customer, even if all you are doing is encouraging them to talk. Information does not properly populate from incoming calls to CSG. The implementation is wretched and as a result, customers suffer because techs are forced to make customers wait for inconsistent and generally extensive amounts of time before the customer's information can be pulled up. Proprietary browser applications abound. Call center management is heavy on the practice of allowing people to dismiss themselves with what they call "Voluntary Time Off" which is a great deal of staff metrics crunching that sends hourly employees home when call volume is low and then panics if call volume suddenly ramps up for some reason. People on staff have been censured for taking approved time off and then later had it revoked because the customer service systems do not allow any offline data access (usb/cd/forward to external e-mail/use cell phone) for proof, so the management in charge of the rochester call center is essentially bulletproof legally.