I am a dish network employee, and i work alot of hours, i do my job to the best of my capabilities and i feel like i am not appreciated at all. My main concern is that dish network now started with a c.S.A.T. Which is a survey for the customer to take in reference to the call they experienced. Wow what a great idea, BUT not 24 hours after the call was made. This is a great way to monitor the call satisfaction but when the survey team calls a customers home 24 hours later Who is on the recieving end is it the customer or is it one of the family members who did not speak to the agent, such as a child who has no idea what the phone call is about or what happened on the call. I think its a great idea but dish is now using the feedback to rate the employees payout 70% is based on satisfaction. Sometimes the installer will not install the right equipment or gives wrong info and a customer can be very upset causing an escalated call or a sales partner offers the customer something that is not available. Is this the agent's fault? No but in the customers eye, whoever they speak to is at fault. I have seen excellent agent's crying because of something they cant control. And are penalized for this and sometime written up for feedback even to the point of termination! This is a form of mental abuse. Customer service is a very frustrating job agents take alot of mental abuse from frustrated customers, we as agents want to do the best thing to make that customer happy and feel comfortable that they had made the right decision by chosing dishnetwork. Agents are forced to do mandatory overtime with little notice. I as well as many of other employees believe this is unfair to use the survey as a tool to rate performance based on a survey taken 24 hours after the fact, some customers are beyond forgiveness when there has been an inconvrnience such as misinformation or if a customer has signal loss and needs a tech leaving them without service for for a couple of days without service. This customer will not be satisfied resulting in a bad score for the agent who will now get no payout I ask you is this fair treatment?
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