Dish Network Informative - The Real Story Behind Dish Network Customer Service From an Ex CSR
When you are calling Customer Service for Dish Network, you are more than likely speaking with a CSR located in Niles, OH. This CSR works at a call center and is not employed through Dish Network.
The company that hires these CSR'S will hire anyone as long as they can pass a simple test, drug test and a background check.
Each customer service representative goes through three weeks of training before being put on the floor to take calls. Emphasis is placed on collecting past due amounts, helping adjust and credit a customer's bill, making programming changes and answering questions.
Most of the CSR's really do care and want to help you but because of the company's (not Dish Network's) reputation and strict guidelines many are fearful of being written up or losing their jobs with no warning.
Employee turnarond is VERY VERY high. The company promises CSR's starting pay just above minimum wage with a raise plus benefits after 90 days. Unfortunately, to keep from having to pay the promised raise plus benefits, the company looks for any reason they can to terminate an employee before 90 days. OH like many other states is a "work at will state" meaning that you can be fired for no reason at all and the company that employs these CSR's uses that to their advantage.
Ever gotten the impression that the CSR is trying to hurry up and get you off the phone? If so, it's because they are expected to have a call completed within three minutes. Calls are monitored and reports are kept keeping track of how many calls were taken in one day and the average length of each one.
If you want a supervisor, you must ask for one as a CSR is not allowed to offer one to a customer. If you ask for one they then MUST transfer you. When you are transferred, you are still speaking with someone at this location.
I am not going to get into some of Dish Network's practices but you would be surprised at some of them.