Direct TV
Insider Says Incentives Reward Reps Who Avoid Service Calls

DirecTV does not take care of its good customer service technical agents. The employees who really value customers, and take the time and research needed to resolve customers' issues, are penalized by the company by not getting their incentive payouts and sometimes their payroll checks, which in the end causes these good CSRs to leave DTV.

The customer service reps who remain make $9 to $13 an hour. These are the people handling your DTV account.

DTV rewards CSRs that do not roll trucks for sc, send out remote controls or receiver replacements, and who do not issue credits, because these stats tie into incentive payouts. So instead of the CSR doing the moral and just right thing for the customer, they disc calls for searching for satellite to avoid setting up service calls, tell customers to get remotes from retailers, and refuse credits that the customers are entitled to.

DTV also tracks seconds between a call, how fast a tech gets off the phone, if a tech says everything they should on the phone, and if they transfer a call. It's a model for poor customer service to the customer, and I'm sorry I work for DTV and have done this to customers to earn a living.

Company: Direct TV
Country: USA
Site: directv.com

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