Cox Communications FAQ

All answers shown come directly from Cox Communications Reviews and are not edited or altered.

39 English questions out of 39

17 October 2019

Does Cox Communications offer dental insurance?

Pros

Working PRN allows time for family and school. They are team oriented and flexible.

Cons

As PRN their are no medical or dental benefits but you can opt for a retirement plan.

As PRN their are no medical or dental benefits but you can opt for a retirement plan.

17 October 2019

See 2 more answers

11 June 2019

Does Cox Communications have a pension plan?

Pros

Stable company but going through a lot of changes. It comes with the industry.

Cons

No more pension for the new hires.

No more pension for the new hires.

11 June 2019

See 1 more answer

12 July 2018

Does Cox Communications offer employee discounts?

Pros

The company as a whole is great to work for. The benefits package is comprehensive and they truly do care about your well-being as an individual. The deep discount on Cox services is also very nice, though you do end up with a lot of stuff you you may not want/need (which is fine when you are getting the employee discount, not so fine when you wind up with a $350-$400 cable bill after leaving the company). The people you work with are truly great people... from your co-workers to the supervisors and managers. It's truly a family atmosphere in the call center and everyone you work with will leave their mark on you long after you are gone (in a good way!) The cafeteria is also pretty nice and was one of the perks I liked most while working there. The food was always tasty and I highly recommend the Biscuits and Gravy on Thursdays for breakfast... absolutely top notch! Their Cheesecake is also heavenly and well worth the price of admission. =) The Amplifi point system enables you to get rewards for performance that matter to you. The points are rewarded in a myriad of ways and the store front is full of things for every interest. No other job to my knowledge allows you to pick your own rewards, so this is a great plus! PTO is generous and paid holidays are also a very nice plus. This company does what it can to make you feel valued and the motto "work hard/play hard" is definitely applicable here.

Cons

Working in Retention is absolutely not a good job. In order to be successful, you need to separate yourself from the work and not be phased by things like conscience. You also need to hustle your proverbial rear-end off, as the metrics you need to hit in order to have any kind of job stability are not attainable without offsetting your losses with sales, something which hinges directly on your ability to de-escalate angry calls and convince people that are already upset with a high bill that increasing it by $10-$20 is a good thing. You'll also need sales to offset the number of losses you'll take on a daily basis to things that you have zero ability to control, such as Move Out of Area's, deaths, and people switching providers because they've called multiple times and no one wants to take a hit to their numbers by helping the customer (translation: previous reps Sold the Value of the customers services) and so they decided to go with a provider that will save them money. The fact that you'll be held accountable for your actions is supposed to be a deterrent to avoid shady dealings, but in practice you'll still end up taking hits to your numbers by Doing Whats Right because you'll still end up taking calls from people that cancelled their services months ago but yet are still being billed because reps will go through the motions and not actually process the change so as to avoid the hit to their numbers (a fireable offense, but little consolation to you). No one wants to admit it, but a great deal of the job boils down to luck of the draw. When the phone clicks over to a customer, you have no idea what you'll be getting on that call. It could be a standard "lower my bill" call.... or it could be a "I'm moving to China" (Move out of Area) call.... or it could be a "I want to add HBO" call... or anything else. You will have great days where you walk out of the call center feeling like a God because you ended the day only loosing $150-$200 and didn't lose any products. Then there will be your average day where you'll lose around $300-$500 and anywhere from 2-5 products. And then you'll have those days where luck has abandoned you and you'll lose anywhere from $950-$1200 and 10+ products. How successful you are depends entirely on how lucky you are and how good you are at hustling. If you are better at hustling than you are at getting lucky, then you'll do fine. If you rely solely on luck because you aren't good at hustling, then you will not be successful in Retention because, despite the job saying "Retention Agent", your job is sales. You just happen to be selling services that people already have instead of selling services that people don't yet have. And if you rely on luck, as I found myself doing more often than not, then you will find yourself on a slowly sinking ship.

Advice to Management

Stop milking your customers. It's hard to tell a customer who has been with you for 20+ years that their $250 bill is the best rate available for their services when your giving new customers the same services for $130-$150 for 12 months. You also can't keep telling your agents to "Do Whats Right" when doing so means the rep shoots themselves in the foot in the form of hurting their numbers (that example with the customer who has a $250 bill... could easily be reduced to $180 but that requires the rep to take a $70 revenue hit). You should also get rid of the discount buckets and just have straight pricing based on years of the customer has been with the company. It may not be competitive, but it sure beats the whole dog and pony show that currently goes on when a customer calls in to lower their bill and their first option is to increase the bill by $10-$20, second option is to decrease the bill by $10-$20 and third option (if you are so inclined) is to decrease the bill by $25-$30 and the entire time there are campaigns for $40-$70 off staring you in the face, but you either don't use those or you do use them and you layer on other services so as to minimize the revenue loss while "increasing the value" for the customer. This is not customer friendly since most of your customers are savvy enough to know how the game works and will call back to get a better discount at best and leads to complaints along the lines of "I've talked to three different reps and gotten 8 different prices..." at worst and it's certainly not agent-friendly since it forces agents to prioritize their own metrics over customer satisfaction... and your own metrics show that customers that are calling in to lower their rates are more likely to continue calling in to get a lower rate until they reach a price that is comfortable to them or they disconnect their services. Your successful reps are indeed saving customers... but they are doing so more often than not by saving them with a cheap discount/minimal-to-moderate increase and kicking the can down the road until the customer either gets fed up and leaves or gets lucky enough to get connected to a rep that is willing to Do Whats Right at the expense of their own numbers. Also be upfront and honest with what the job entails. If someone had told me during the interview process or job description that the metrics I would be held accountable for would include disconnects that I have zero chance of saving (move out areas or fixing shadiness), that would have been a huge red flag for me taking the position. To be fair, this did come up during training, but by that point I had already committed and it was all or nothing for me. Same for the sales aspect... that too came up in training but again, by that point I had already committed and wasn't going to drop out after committing. I found myself wondering why this job has such a high turn over rate based on what I was being told during the interview process, but after working in the trenches, I can easily see why that is the case. Success is built on the backs of others... for every BOB at the end of the month (Best of the Best), there is a good chance there are reps who have had to take calls from customers those BOB agents have kicked down the road under the "Sell the Value" premise. The company claims to work under the auspice of "Do Whats Right by the Company, the Customer, and the Agent", but in practice, doing what's right by the Agent equals doing what's right by the Company. Doing What's Right by the Customer is often at the expense of the company and the agent, and that seems kinda backwards. The company has a bright future ahead of it with many exciting products and innovations coming down the pipeline. I just hope that my words reaches someone in the company who can take a hard look at how customers and employees are being impacted by the current Retention process. Retention is the final line of defense for the company to save customers... it's not the place to wheel and deal like a used car salesman.

The deep discount on Cox services is also very nice, though you do end up with a lot of stuff you you may not want/need (which is fine when you are getting the employee discount, not so fine when you wind up with a $350-$400 cable bill after leaving the company).

12 July 2018

See 2 more answers

24 August 2018

Does Cox Communications offer a wellness program?

Pros

Great company and they want to help you grow

Cons

Should have more wellness positions for people like me

Should have more wellness positions for people like me

24 August 2018

See answer

29 October 2020

What is health insurance like at Cox Communications?

Pros

good benefits, 401k, inexpensive health insurance

Cons

pay, workload, constantly restructuring and expecting more of admins than possible with no extra pay. No boundaries to make themselves look good at the expense of your health.

Advice to Management

Respect and bonus all employees, spread the companies wealth and show appreciation to the people that help you with everything, business and personal.

good benefits, 401k, inexpensive health insurance

29 October 2020

See 4 more answers
  • 1
  • 2
  • 3
  • 4
  • 5

39 English questions out of 39