Where do I start? The cons are plentiful. First of all, this company is a dinosaur with streaming coming into the marketplace. Granted, there is no perfect service out there, but I heard enough complaints to know that DISH is overpriced and just not that great of a service, although mgmt will have you believe it as just about all of them have swallowed the company "KOOK-AID", as I call it.
1) They encourage, in order to save a customer, to exhaust ALL options and some times that means not doing the best thing for the customer like putting them on Dish Pause when you know they want the service disconnected. But, hey, it's all about that save rate in order to maximize that convoluted scorecard...
2) which brings me to my next con-the commission scorecard. It's convoluted for sure. There are about 4 metrics or so that all add up to the score which determines the commission. One is availability time. Another is retention rate which you have to be at 65% to max THAT portion of it and how do you do that? see point #1. BUT, if you do it too many times, a flag goes up.
Another metric is how much you spend to keep a customer and yet ANOTHER metric is percentage of customers you have commit to a 1 or 2 year contract.
Basically, EVERYTHING has to go right on that scorecard in order to get a decent commission. And speaking of commission...
3) the constant commission cuts, like creating a new category for the gimme saves so that takes away from your % on the main part of the scorecard. ugh. And then they sell it to you like it's the greatest thing since delivered pizza.
4) another thing that got my goat here is when I was mentored I was told, if a customer had a credit due to them to not process a return unless they SPECIFICALLY ASKED FOR IT. Shady. Shady. Shady.
5) oh, and about commission, too often my #'s were off from their #'s which ALWAYS meant a lesser commission. hmm...
6) on the sales side (not retention), we'd have people call with 3rd party coupons for $300 or whatever it was and I'd have to tell them Dish didn't honor those because they were 3rd party vendor coupons. That's a ton of fun to break that news.
7) incompetent mgmt. I regularly, since I worked from home, would ask a specific manager who was subbing for my real manager who was always out sick, a question and he would take FOREVER to respond or sometimes not respond at all. Some managers were cool but I had to deal with even another one that came in breathing fire who would try to be buddy buddy but then let a couple calls go w/o a sale and he would say "I want to know on every call if you're not getting the sale." By that time, I just checked out. I just stopped caring. That manager is still there. Swallow the kook-aid at this company and you get to be manager within a year. that's how low the standards are here.
8) having to log out and log in for lunch. you lunch is really 55 mins instead of 60 because of this. it's annoying.
9) satellite on house lie. I had a manager tell me to tell customers that Dish no longer installs dishes on roofs. Talk to a tech and you'll get a different story.
10) senseless morning meetings just to have meetings. How many Michael Jordan or Kobe Bryant videos exist??? I must have seen all of them working at this place. After a while, I'd put the headset down and surf the internet till the "meeting" resumed.
11) I had a boss who played his guitar and sang Creep in the morning meeting. It was EXCRUCIATINGLY uncomfortable. There was one girl tearing up. It was just a cheeseball factory type of meeting.
12) back to commission. it's low. VERY LOW. too many metrics to keep track of and it's mostly about luck of the draw. if people are going to cancel, they're going to cancel. end of story. We'd be at 40% some times as a team in the morning and get our knucklehead site manager who has way too many vowels in his last name for even Pat Sajak dogging us out and telling us how it was "unacceptable and unsustainable." Peese off, mate.
I could think up a few more but yesterday I didn't log on. I was so sick of the job and the company. It's not a career by any means. You take this job, you're filling a seat and keeping it warm for the next schlub. That's all this is. They'll try and brainwash you during training and show you someone's check and how it has $1,500 commission when the vast majority of agents aren't making anywhere near that and say "see what so and so is doing!?! this could be YOU!" yeah, right. I call bovine excrement.
