Pros
Good benefits, Able to work overtime and holidays. 401K benefits are matched and the ability to learn new things.
Cons
The amount of time you have to be on a call, between 11 and 12 minutes. All the things we have to read and say to the customer can take up minutes on a call. Especially the PPP script I was told I had to read, a whole paragraph long. Having to repeat the same thing over and over to a customer and many different ways and they still can't comprehend. Supervisor gets mad if you tell the customer then your not sure how else to explain it to them after being on a call for 30 mins educating the customer and refer them to their internet provider. They make you go through a whole series of steps when many of them are not required, other than just telling the customer it sounds like your input or source may be wrong. If the customer says, my grandchild pushed a button on the remote and now it says no signal and video, when it would say hdmi1. Majority of the callers are sometimes the elderly. These calls can take 30 to 45 minutes trying to troubleshoot with 87 year old old ladies. Customers can call in cursing, yelling, saying racial things to you. One supervisor I had didn't know too much of nothing and took for ever to respond. Have to call PS line if we do not know something, which is prohibited. SOme supervisors will stall you on a call as if they are trying to help, but it takes them forever to get you moving forward then will give you a warning for things you have no control over. Which makes it hard to meet metrics. No matter if you did your best 100% doing everything right and the customer is still upset, the supervisor will find some false reason to make it seems like it was your fault. If a customer calls in with an issue with Netflix, and you tell them you apologized they are having troubles etc. that this is not a Directv issue, they would need to contact Netflix, Internet provider, or refer them to their TV manufacture, the customer will continue on the line as if you did not tell them what to do, still asking questions, even if you help them connect their receiver to the internet or if their receiver is already connected, they will still argue with you after telling them the Directv receiver does not have the Netflix App, please contact Netflix based on the info provided by the customer, because that APP is on your smart tv or Apple TV. The supervisor will get mad if you then tell the customer , Sir or Maam I am not sure how else to explain it to you or what else to tell you. The customer is still mad and on the line arguing that this is Direct TV issue. Now what was suppose to be a 5 or less minute call has turned into a 25 minute call. The supervisors will always find a way to turn things on the employee if the customer is not satisfied. All which makes it hard to meet metrics. Then they sometimes poorly grade the calls and give you a false alert. I used to like it until I got a new supervisor in which I heard a co-worker quit because of her and just one day with my new Sup I wanted to quit. I stayed up all night looking for a new job. You can go over all the troubleshooting steps with customers and the customer sits there the whole time and does not do some of them, then we get truck rolls that are negative in which we have no control over if the customer does not want to troubleshoot or does not check the cable, after you asked them to and asked them what colors do they see. Trying to meet call time can sometimes cause the employee to forget to ask if they would like to be sent an email. Some of the Cadies need to be more word specific.