Point of view for CSR/TSR from other countries?
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First off, welcome to the forums!! Always good to have someone around that can help answer peoples questions (and hopefully learn a little yourself in the process.
As far as your question, I won't lie to you. Tech/Customer support from other countries have a bad reputation around here. Not all of them are bad, but the majority have very little training and rely on scripts alone to troubleshoot, or answer questions. While this does solve most problems that could have been solved by the customer reading the manual, it does nothing but frustrate those that have a problem beyond standard troubleshooting. That accompanied with some being difficult to understand, and unwilling to accept that something not covered by their scripts could be occurring adds more frustration. At customers homes, I regularly hear negative comments about bad experiences with overseas tech support, however I do live in a very prejudice area. I also regularly hear complaints about the D*** N***** tech Dish sent out last time. Those customers get to hear it from me about how they are disrespecting my fellow co-workers, and if they want their system fixed they will refrain from further comments of that sort.
I personally hate all CSRs (overseas or in the US). 90% of the time I waste in a day is due to an inept CSR who can't take the time to do their job right. If a CSR takes an extra 2 minutes to verify addresses, and other account info, they still get to go home at the exact same time. Yet when they don't and I waste 30 minutes or more of my day going to the wrong address/city/STATE (yes this actually happens) then I have to use minutes off my personal cell phone to contact the customer and play "turn right when you see the spotted goats, if you see the striped goats you've gone too far" to try to get to their house. If it wastes an hour, then I end up working an extra hour. When you are alrady pulling 14 - 18 hour shifts this can really piss a person off.
I have on occasion been overflowed by DASH into an oversees calling center. Sometimes the experience is bad, for example: a rep wanted me to follow standard troubleshooting procedures before he would RA the customer's receiver. I tried to tell him that I had already done all that, but he insisted that if I just power cycle the receiver it would work. Like I haven't already tried that!! After 10 minutes of arguing with "Mike" I hung up and called back. Some of them turn out just as well as if I had reached a US call center.
I hope you were looking for an honest opinion, cause that's what I gave. So far your comments have shown a fairly good understanding of the system, and problems people run into, so best of luck to you. I hope things work out well for you here, and I hope I haven't offended anyone.
/RANT
As far as your question, I won't lie to you. Tech/Customer support from other countries have a bad reputation around here. Not all of them are bad, but the majority have very little training and rely on scripts alone to troubleshoot, or answer questions. While this does solve most problems that could have been solved by the customer reading the manual, it does nothing but frustrate those that have a problem beyond standard troubleshooting. That accompanied with some being difficult to understand, and unwilling to accept that something not covered by their scripts could be occurring adds more frustration. At customers homes, I regularly hear negative comments about bad experiences with overseas tech support, however I do live in a very prejudice area. I also regularly hear complaints about the D*** N***** tech Dish sent out last time. Those customers get to hear it from me about how they are disrespecting my fellow co-workers, and if they want their system fixed they will refrain from further comments of that sort.
I personally hate all CSRs (overseas or in the US). 90% of the time I waste in a day is due to an inept CSR who can't take the time to do their job right. If a CSR takes an extra 2 minutes to verify addresses, and other account info, they still get to go home at the exact same time. Yet when they don't and I waste 30 minutes or more of my day going to the wrong address/city/STATE (yes this actually happens) then I have to use minutes off my personal cell phone to contact the customer and play "turn right when you see the spotted goats, if you see the striped goats you've gone too far" to try to get to their house. If it wastes an hour, then I end up working an extra hour. When you are alrady pulling 14 - 18 hour shifts this can really piss a person off.
I have on occasion been overflowed by DASH into an oversees calling center. Sometimes the experience is bad, for example: a rep wanted me to follow standard troubleshooting procedures before he would RA the customer's receiver. I tried to tell him that I had already done all that, but he insisted that if I just power cycle the receiver it would work. Like I haven't already tried that!! After 10 minutes of arguing with "Mike" I hung up and called back. Some of them turn out just as well as if I had reached a US call center.
I hope you were looking for an honest opinion, cause that's what I gave. So far your comments have shown a fairly good understanding of the system, and problems people run into, so best of luck to you. I hope things work out well for you here, and I hope I haven't offended anyone.
/RANT
I will likely get flack for this but one thing I do appriciate is it seems like the folks in the overseas call centers are at least more polite than the typical american call center rep at least that's my experence, I've had good and bad with both.
Actually I do have to agree with you on this one. I have never had an overseas rep get rude with me. I have had a few (although not very many) stateside get downright nasty about some things.
THANKS FOR YOUR POINT OF VIEWS! but do some tech support helped you well? like the one from the Phillipines?
You'll find that many of those who spend time here know more than most any front-line CSR or can find the answer much quicker.
I've had one experience with a Filipino support agent and the only difficulty I had was a rather odd accent (for a Filipino speaking English). It seemed obvious that he had been carefully coached on the pronunciation of certain words.
I have a difficult time convincing myself that someone who has probably never used the equipment in question can be a big help in quickly troubleshooting problems. A CSR that is paid to read from a decision tree can only be as good as the script.
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but not all CSR's are just reading it from a decision tree like us we do have trainings there and being updated as well by echostar using their equipment it's just that front liner CSR just need to provide certain steps before they escalated the call to us
Here's my take:
How can someone in a country that can't get DISH, that can't possibly have a receiver at home and therefore the associated familiarity with the system be of any use. That's why I like the US TSRs at DISH, most get free DISH service and so know the system fairly well just because they get to go home and watch it.
By the way, you're taking a job that belongs to an American. They hired you because you will do it for cheaper.
How can someone in a country that can't get DISH, that can't possibly have a receiver at home and therefore the associated familiarity with the system be of any use. That's why I like the US TSRs at DISH, most get free DISH service and so know the system fairly well just because they get to go home and watch it.
By the way, you're taking a job that belongs to an American. They hired you because you will do it for cheaper.
yes that's true they hire guys like me to help you with those device that you guys cant handle? isnt it odd for people like you that thinks you know what to do?
i had an OBVIOUSLY gay CSR rep from the phillipines hit on me during a call. with, "Do you have a girl friend? why dont you come to the phillipines sometime?" etc... i was trying to be polite as possible but in the end i had to just say, "dude, you're barking up the wrong tree, how bout you fix my issue and let me get off this damn phone"
dude was a total queen.
dude was a total queen.
I wouldn't blame 1_dishtech_rep. It isn't his fault that Dish out sources overseas.
He has been very helpful in many threads.
that's a dumb thing to say. you know BMW is taking jobs away from germans because americans can do it cheaper?
exactly, tough for them and tough sh*t for us. blame globalization, not this guy.
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Thanks Spatch and kwaalude, some people dont understand that...but that's ok this is an open forum..
Foreign Call centers SUCK period! IF DISH wants to improve it's image in this country then that should be the first thing they rectify. All csrs should speak ENGLISH as their first language. I don't need Apoo trying to talk to me when I have a serious billing issue or like last week, a lost replacement receiver that I got charged 425.00 for . IF I wanted to go on a tour of the united nations I would book a flight to New York . I only want an AMERICAN who speaks english. Interestingly I had to fight to get to an AMERICAN, who then rectified my overcharge situation quickly. Save all receipts and ra numbers and ups logs to varify that you did indeed send your old receiver back in the box DISH sent with your new replacement receiver.
yes that's true they hire guys like me to help you with those device that you guys cant handle? isnt it odd for people like you that thinks you know what to do?
Oh, I know what I'm doing. Been doing installations for 11 years. I could run circles around you with what I know and what you know. Have you ever even SEEN a Dish Network system?
Yes. Much ballyhoo was made in the recent past about all their US call centers, but they still ship some of the calls overseas.Yes, but does Direct utilize foreign call centers?
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