Dish Network — termination over aht
I was with dish network for a year and 2 months. their pamphlet states you pretty much just need 1 yr of customer service exp. which I did. I never worked at a call center before nor am I really good with computers. I was still learning how to type and talk at the same time still. the training was ineffective in my opinion. there were many techinal/billing issues that was very unclear as to what the solution would be. all stats were good except aht (average handle time). it wasnt like I was chit chatting on the phone. many times you need someone to help and their isnt a supervisor in sight. your dealing with senior citizens terminology : clicker as opposed to remote. many customers having 2, 3 4 issues on one call. using aftercall was discouraged from being used at all to take a break, when you were just screamed at by hostile customer upset because they have no signal. for the first six months I was pretty nervous about getting terminated for a non negotiable. they have a customer satisfaction survey a caller takes when finished speaking with agent. 5 is the best score. 1 is the worst. a senior citizen gave me a one because I was supposed to call him back after doing some troubleshooting off the phone, which I tried. spent 5 minutes trying to get a hold of the customer. left detailed notes on the account as to the situation. the phone would ring 12 times. but still, I got a 1 for something out of my control and can affect your metrics in a big way. for quality assurance I got 10 points taken off my overall score for not resolving customer issue. which I did. the person who monitored my call stated that I did not resolve customers issue because I did nt leave detailed notes on the account. but the customer needed a replacement receiver. which is what I did. account shows my id number including the time the ra was sent to the customer. the score was never overturned. I can honestly say I was miserable. when I was terminated, they called me to the front. they sent someone to gather my belongings. I was not allowed to go back to my desk. they went in my desk. tossed all my personal stuff in a cardboard box and had it waiting for me at the frontdesk. I ve never been fired before. it definitely was an experience. it taught me a lot. that working at dish network was not about making sure customers issues are resolved but to hurry off the phone to get to next customer. thank you dish network, and there is no sarcasm when I say this, that you taught me a valuable lesson in life: that anyone is expendable even if they are doing the right thing. I wasnt fired for going against company policies. I wasnt fired for being absent. I was fired because I took a little extra time to make sure I was doing everything the right way. you' have forced me to push myself. and I have. where im working for a company that relies on helping people. discretion to anyone seeking employment with dish. its a demanding environment. stressful environment. one that gets rewarded with ice cream and candy. food to keep you glued to your computer. their metric system needs to be looked into. its really unfair. and trust me to those in the elusive coporate office, im not the only one in your call centers that feel this way. I challenge you. to do our jobs for 4 weeks. and see how you fair.