Pros
As with most any job Dish does provide the basic pros of employment. You receive a paycheck on time every two weeks. Dish also offers benefits for full time employees and a 401K. You can come to work and sit at your desk and take calls without being bothered for the most part. The facility is nice with a nice break room and clean bathrooms. The food vendor supplies decent food. Co workers for the most part are friendly and easy to get along with. There is weekly training to keep you up to date with company news and changes.
Cons
Unfortunately cons here are many. As a frontline agent your core responsibility is to provide customers with resolutions to their issues (solving the customers problem). At Dish however, customer service comes second. Agents are scored and receive bonuses if they have a quick handle time and sell as many premium channels as possible. The pay for performance is laughable and a broken system that rewards agents who have the company in mind before the customer. If a customer has a technical issue and it can't be resolved a tech visit or a replacement receiver is what is needed to resolve the problem. However sending techs and replacing receivers will result in a "no problem found tech visit" which can remove your bonus. Dish wants to solve customer issues without spending money. The training department is laughable. Trainers teach agents how to make the company money rather than providing CUSTOMER SERVICE. Sometimes it works out where the resolution will work for the customer and Dish. Often, it does not, For example, asking a customer in Florida if their is snow on their dish is embarrassing (this is something we are forced to do). We are also forced to troubleshoot problems even if the customer shot their Dish with a shotgun. Again, Dish wants to provide customer service but only if it can benefit the company in some way (save money, make money). Dish sees its call centers as a way to make money and provide customer service second. This is what metrics are for; how well you put Dish first and the customer second. This is why the core values of customer service are flawed. It isn't just Dish, its everywhere. Growth at Dish is also laughable. Often times management is willing to promote attractive females and agents more aligned with making Dish money rather than promoting agents who represent core values in customer service. It is easy to see who has been promoted. Look around the call center and observe those that aren't taking calls and are talking amongst themselves or at their desk listening to music or watching youtube videos. Again this all boils down to promoting employees who are more willing to accept what dish defines as customer service rather that what the core principles of customer service are. Lets break this down further. Dish feels that customer service is following strict scripts and selling the customers pay channels that show the same 15 movies a year straight. Dish feels that customer service should take no more than 6 1/2 minutes and 8 1/2 minutes for technical help. Dish also wants their agents to avoid replacing equipment or sending a technician at ALL COST. Real customer service is simply resolving the customer issue at ANY COST. simple as that. Leadership at Dish is a joke. management has no idea what customer service is and is horribly out of touch with its frontline agents. Management should be required to take at least 10-15 hours of calls a week. And yes, this goes right up to Joe Clayton himself. To lead people you must be in touch with what the job actually entails. (this means you corporate). For example, we recently have a new pay for performance system that pits you against your fellow agents. Who ever saves the company the most money while making the company the most money get up to a 50% bonus. Again, laughable. Agents are essentially the beta testers for this idea. How about management test the system first for a year minimum by taking calls and see how it works first? Compensation at Dish is poor. It is in my opinion that agents should get at minimum double what they are paid currently. Management pay should be slashed substantially since frontline agents are what keep the company afloat.
