Listening to it, it clearly is a management issue. The call agent probably will loose his job over this, becayuse he was the one that got taped, while management was pushing them to do this.
Somewhere it will be written that call agents should not be doing this, but get payed for retention and are trained to do it that way.
If bonusses are directed towards retention, then retention is what they will do, no matter what. These agents do what most people would do. See how they can make the most money. That is why they get incentives for retention, because that is what the management thinks is important.
If they would not think that is important, they would not put the money there.
Obviously the 'quick action' will be firing this guy. However what is actualy needed is not a quick action, but rather a slow action. This means first looking what your priorities are and what your goals are as management and be seriosu about it. If it is money, OK, then do this and back up the people on the phone. Tell them he did a great job.
If it is customer service, find what you think actualy IS good customer service, without forgetting you also want to make money. (Yes, you can do both.)
Good service (or Quality for most managers) is something where if you ask 5 people, you get 6 opinions, so you need to have the definition ready that everybody in higher management will defend.
Next work your way down. This might need a complete change of mindset for the company and will take 2 to 4 years for a company the size of Comcast IF management agrees on it.
Told you what is needed was a slow action.
If _I_ were Comcast, I would go for the money and buy a couple of new houses. Much easier to fire a call agent, his trainer and is supervisor than doing this change your mind shit for 4 years.