Pros
In all honesty, there isn't really a major pro for the company aside from the pay, which is decent for this area.
Kontras
First Point: This company only cares about numbers, which makes some sense given that it is a business, even if it is at the expense of their agents. For example, an agent can provide exemplary customer service to a customer that has elected to take a survey on that agent. At the end of the call, if the customer is dissatisfied with Dish Network in any way, be it their bill, the way their equipment works, or programming that is being aired, all of which are in no direct control of the agent, they decide to give a negative review. This survey is used to grade the agents on how "well' they do their job, and that's where the problem is. If something is out of the agents control, and they've provided EXCELLENT customer service to the customer, then they're rewarded with this "negative" grade, and the company doesn't care, stating, "You should make sure every customer is satisfied before the call ends," which is IMPOSSIBLE on every single call for every single customer, given the nature of some calls. Second Point: The company has a "feedback tool" for their agents to use to provide their opinions/feedback/questions about "internal" related things that cannot be shared here, though there is a problem here as well. If an agent submits feedback on this tool, if it's not something that the company can find a bullet hole in, for example, the metrics of the agent and incentives given based on those metrics, the company FORCES the agent to remove the post, to prevent a "wildfire" spread of the information, or, a better way to put that, to prevent a revolt on the company. They provide incentives that require certain metrics that are about 98% impossible to ascertain, and only about 1% of the company can even manage to hit those metrics, though the company doesn't care. They entice their agents during training with this info, only for the agent to make it through training and discover that it's not the way training makes it seem, in turn, leading to a jaded agent. Furthermore, for the most part, it's not all of the metrics, 4 of them do actually make sense, it's the 5th that doesn't, as it is a severely inaccurate judgement of an agents abilities. Third Point: The CEO of the company will send out mass emails asking people to post "positive" feedback on glassdoor of the company, but will still provide mediocre medical benefits. For example, after the flurry of negative reviews on this site, that email was sent, people began posting "fake" (only way I could describe it) reviews on the site to make the company look better. The company realized that it was sinking in ratings, and was voted #1 worst company to work for, so they increased medical benefits... by about .05%. There is a HUGE deductible on this insurance which makes it extremely hard to meet, and to get the benefits that are needed. The coverage is mediocre at best, and almost makes it smarter to acquire your own insurance privately. Fourth Point: The company still waits to declare a "snow day" as a "snow day" until 3-4 weeks after the point. They base it on whether a certain percentage of the agents can make it to work. Most of the agents live local to the company, so the streets are clear, but for those that live outside of the city or more than 20 minutes away, are almost guaranteed to receive some sort of attendance hit. Fifth Point: The work environment itself is toxic. Not only are the computers and carpets dirty, dusty, and filthy. Someone with asthma or allergies can barely stand to work for all of the dust. The computers have probably never been opened and cleaned in the many years they've been there. The desks are dirty, dusty, sticky, and falling apart. The carpet has been there since the building was put in and is disgusting and bound to be full of dirt, dust, and microbes that aggravate allergies. On top of the, literal, toxic work environment, there's the micromanagement. Which brings me back to my first point, and my closing point. The company cares too much about the number that the agent is producing. I understand customer service, and that it does have to be "great customer service", that's not a question or a doubt here. However, when you offer incentives to your agents, and then provide them with crazy, unobtainable metrics to meet in order to receive those? You're doing nothing more than upsetting your employee base, and, in turn, causing them to do a worse job. Think of it as Pavlovian Conditioning. If you condition an agent that they're never going to hit the bonuses that you provide, because they can't hit the metrics that are ridiculous? They're going to become jaded, hate the company, and have to post more reviews like this. ***Continued in Advice to management**
