Ever since the CEO change, things have been going downhill, and fast. The morale that had been built up over the past few years, after having been ranked the worst company in the US to work for, has all but disappeared. Mandatory ET is back, along with mandatory skill changes. Management will tell you one day there's no mandatory ET this week, then only a few days later change their minds and give everyone a very short deadline to get it done. We are also constantly told that the reason we have mandatory ET now is because of agents calling in and using sick time. Somehow we didn't have any MET last year; it would seem no one got sick.
The level of micro management is also ridiculous. We are only allowed up to six minutes of undocumented time off the phones or else we get a mark on our attendance as if we took half a day off. If you need a breather after a call and go into aftercall, you will get yelled at. Every single second of an agent's day is accounted for, yet coaches are free to walk around the building aimlessly, take as many smoke breaks as they could possibly want, and sit around chatting and gossiping while their agents are trying to take calls.
There's also a serious problem with completely inept people becoming team leads simply because they have good attendance and somehow managed to keep their stats up. If your main job duty is going to be answering questions, there is no excuse for needing to rely on the agents for answers or not being able to type fast enough to be useful.
On top of all of this, the health insurance offered by Dish is abysmal, and rather than the company owning up for not wanting to pay for proper coverage, we got a video explanation saying it's all Obama's fault.
Overall, with it being a call center job, a position with Dish is inherently stressful. The problem is that the company makes it worse by putting its bottom line before employee happiness and morale. Several years ago, Dish was under the spotlight due to reviews on this site and promised change. Now it's headed right back where it used to be. And none of us are happy about it.
