West Corporation

  www.west.com
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West Corporation Reviews in Omaha, NE

Updated Jun 14, 2014
All Employees Current Employees Only

2.7 77 reviews

52% Approve of the CEO

West Corporation CEO and Director Tom Barker

Tom Barker

(29 ratings)

41% of employees recommend this company to a friend

Review Highlights

Pros
  • For my position the option to work from home and my general career is great(in 13 reviews)

  • working at west is ok if you needed a very flexible schedule and good benefits(in 17 reviews)


Cons
  • I thought the negative reviews were typical call center complaints(in 15 reviews)

  • Most upper management is lazy and their managers are either blind or just as allowing it(in 15 reviews)

18 Employee Reviews Back to all reviews
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    • Culture & Values
    • Work/Life Balance
    • Senior Management
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    • No Opinion of CEO

     

    A hire and fire factory

    Customer Service Representative (Former Employee) Omaha, NE

    ProsThey paid their employees on a regular basis.

    ConsManagers are incompetent and the indicators the company used to measure customer satisfaction had high reliability and almost no validity (I'm a trained Sociologist - I know). You don't measure customer satisfaction by how fast a call center person can get the caller off the line and on to the next caller. That breeds fast transfer times on the "hard calls" and irate callers who have difficult issues to resolve.

    Advice to Senior ManagementIf you want customer satisfaction, you measure it properly. You might want to listen to a TRAINED employee with a background in creating indicators that properly measure what they are supposed to measure rather than letting that person go and continuing your charade. By the way, the company that I answered calls for at West no longer exists - I'm still working (elsewhere, of course).

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
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    • No Opinion of CEO

     

    pharmacy billing representative

    Pharmacy Billing Representative (Former Employee) Omaha, NE

    ProsThey would work around your home life for the most part.

    ConsI would not work here again

    No, I would not recommend this company to a friend

    • Culture & Values
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    • No Opinion of CEO

    2 people found this helpful  

    If you have good skills it's not a good company to work

    Quality Assurance Coordinator (Current Employee) Omaha, NE

    ProsClose to home if you are living in West Omaha.

    ConsWork environment, Benefits, work culture, Pay is very low compare to market rate.

    No, I would not recommend this company to a friend

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    • Culture & Values
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    4 people found this helpful  

    IT folks need to STAY AWAY!

    Programmer Analyst (Former Employee) Omaha, NE

    ProsJob security since the company is hemorrhaging talent, plentiful parking, benefits aren't too bad.

    ConsWhere to start... If you like a hovering, micromanaging boss, this place is for you. If you're in IT, have fun working on outdated platforms like Windows XP, Windows 2000-era servers, and such old equipment that getting anything to work together is a challenge. Departments, groups, and teams are so insular that working with any other team or business unit is a nightmare. They would easily fight for 40 hours to not do a job that would've taken them 20 minutes. They won't give you a raise & justify it by poor fiscal performance (while the executives get 6-figure bonuses). Promotions are unheard of and often positions aren't even posted which is illegal. VPs and managers telecommute, so you never see or hear them yet they're somehow paid to do nothing. All day meetings, then griped at since the work isn't getting done. Working at night (sometimes all night) on issues and expected to still work the 8-5 like nothing happened. I've spent many weeks working 80+ hrs to managers & clients that just don't care and want more. Employees are leaving so fast and nothing is documented, so the situation is deteriorating talent. I've seen coworkers get humiliated in all staff meetings as a disciplinary measure. My coworker even went to HR about it and nothing was done. Many systems are proprietary so good luck getting real world experience. Managers are disconnected, don't care, and the entire system feels like it's out to bleed you dry.

    Advice to Senior ManagementNone. They wouldn't listen anyway.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    • Career Opportunities
    • No Opinion of CEO

    3 people found this helpful  

    Keys to success at West!

    Director of Sales (Current Employee) Omaha, NE

    ProsThe pay is competitive, and everyone is very professional, well-mannered. The office is space very professional and looks great for visiting clients. Overall - great first impression.

    ConsNow that I have been at West for almost two years, I think I have figured out the keys to having a successful career at West. Before I accepted the job, I did my homework and read the reviews on Glassdoor.com. I thought the negative reviews were typical call center complaints. Since I was going to work in a professional role, I kept it in the back of my mind and accepted the position.

    I now understand that although the negative reviews may have been provided by agents, the entire company is run like a call center; including a dress code, a "break" policy, and it's outdated corporate culture. However, I still wanted to share the keys to success:

    1. Make sure your child is involved in school/local sports.
    2. Try to get on a local sports team (basketball) with leadership.
    3. If you cannot get on a team with leadership, make sure you follow the huskers, and participate in sports like skiing and drinking that leadership enjoy.
    4. Agree and support every outdated idea and process that is presented.
    5. I am assuming any candidate considering a job at West is male. With the outdated corporate culture, women need not apply.

    Advice to Senior ManagementNothing worth mentioning - they seem to be proud of the mediocre status West has.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
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    • No Opinion of CEO

    2 people found this helpful  

    Great people who are undervalued by leadership

    (Current Employee) Omaha, NE

    ProsThe best part about working here is my coworkers. They are a group of people unlike any I have ever worked with. Supportive, nurturing and helpful. The second best thing is some flexibility with schedules.

    Cons1. No annual raises. In the years I have worked there, I have experienced one raise. Not because I had low reviews but because they said the company did not make enough money to give the workers a raise. When there is a raise, it tops out at 5%. Leadership will almost never increase someone's pay 5% in an annual raise because each manager has to budget their allotment and can only average a 3% raise across their team. So to give someone a 5%, someone has to get a zero. This year they sent a company wide memo announcing a raise for everyone. A few months later, and just before the raise would have been applied, they announced that there was not enough money and the raise was suspended.
    2. While they have a lot more benefits than other companies, they should be able to leverage lower cost benefits for a company of this size. Family medical coverage costs more than 25% of my annual pay. Also the cost of benefits increases more than 5% every year. In other words, every year I work there, my income decreases.
    3. Review process is awful. The scale is based on a 1 to 5, one being lowest and 5 highest. If you have been their less than a year, or if you have been in a new position less than a year, the highest rate you can score is a 3. The reasoning is that you will have no where to reach if you get a 5 out of the gate. This antiquated process backfires because it promotes mediocrity at best. Why do an exemplary job when the guy next to you who slacks will get the same score.
    4. There are no company funds available for employee recognition. If you are a manager, the executive leadership makes it mandatory that you develop your own recognition program and then mandates that you personally fund it.
    5. The majority of leadership at the director level and above is very poor. They rule by fear. They use the disciplinary action process to control employees rather than bridge gaps with them to promote morale. With no raises, high cost benefits and no employee recognition, there is nothing for them to offer an employee other than respect for the job they do. They demonstrate little to no respect for the average worker.
    6. There is little to no promotion from within. Job opportunities go to those who know someone or something about someone. There are very few people that get promoted based on qualifications. there are a few good ones out there, but only a few.

    Advice to Senior ManagementI don't have any. They wouldn't listen anyway. I am giving a one, because I have to so the review will submit.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
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    • Career Opportunities
    • No Opinion of CEO

    1 person found this helpful  

    Come into my web said the spider to the fly....

    Network Engineer (Current Employee) Omaha, NE

    ProsSlightly above average compensation.
    You will learn alot here very quickly.
    Company weathered the downturn just fine and is in no danger of going out of business.
    Job is super stable-you will not get fired here-mostly because people leave of their own volition too fast.

    ConsYou are expected to work a standard 8-10 hour day then perform after hours work 1-3 times a week that can last from 1-6 hours. There is zero flex time. There is not even a written flex time policy.
    Archaic and outdated management style and company policies.
    Yes you are well paid for your time but they will grind you down for it. Absolutely no work/life balance and management is very top down. Open door policies exist in name only just as supposed open forum / townhall style meetings exist as some sort of group placebo. You can expect some form of reprisal-(dirty look, uncomfortable glare, some sort of nastygram letting you know that what you said wasn't appropriate, etc...)-for bringing up anything other than "Great job sir! The company definitely has their finger on the pulse of the employee sir."
    There is not a single engineer in this company that works anything close to a 45 hour work week.
    Most of the technical staff that I know in Omaha are either a new hire or looking for work elsewhere.

    Advice to Senior ManagementSupervisors and managers need to champion their direct reports up the chain just as much as they champion the company down.
    Create and enforce some form of flex time.
    Favoritism is rampant and needs to get reigned in a bit.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    1 person found this helpful  

    Old Fashioned and Misleading Company

    Staff (Former Employee) Omaha, NE

    ProsOddly enough, the people working in positions from Supervisor and below are really nice people.
    They are always hiring if you are desperate for a job and unemployment isn't enough.

    Cons- Kindergarten environment. Beside having to clock in and out in the system you need to:
    1) Chase a home made red flag to get to a paper log binder with the following:
    a) Bathroom breaks.
    b) breaks
    c) Shift Start time and end of the shift time.
    2) You must ask your supervisor if you want to go to the bathroom, break or lunches.
    3) Continuous reminder from management that you should be grateful to have a job since it could be worst.
    4) Constant reminder of how much you suck, even though, most of the failed projects are due to instructions from management.

    - Don't be foolish by the fancy title names. At the end of the day what they call manager is no more than a supervisor.
    - Even though pay is below average and benefits are almost non-existent, they will expect you to work as if you were the owner of the corporation.
    - Incompetent nano management. There is a lack of trust in all level of management and they think it is clever for someone to be in an executive position to spy/stock employees. They think is good management when they play the Pink Panther with employees.
    - Incompetent and out of touch remote management.
    - Management based on assumptions and overblown optimism.
    - Management pushes to the limit of what is legal and sometimes they cross over the line.

    Deceiving/misleading hiring practices. Tricking people to think that it is a full time position with flexible schedule but once you are in and quit you other jobs, you realized that they barely give you hours to survive. They expect you to come to work for couple of hours, leave and come back later to work for couple more of hours.

    Unreliable reporting system since I have been docked for incorrect statistics.

    Extremely high turnover rate. They keep hiring all the time and firing. For the time that I was with the company there were several site closings and layoffs. Executives will have disregard for the live hood of the employees and will close centers without any regards.

    Advice to Senior ManagementWake up! .. We are not longer in the 1800's industrialists era and stop ruling and start managing as in the new century. Treat people with dignity, respect and as human adults. Check you own skills and admit when you are wrong. Go back to management school and get a refresher. Lead by example.

    Keep in mind that what is legal, not necessarily means that is right. Remember that one day the line of what is legal can change and without you knowing it, you will be sitting in a court of law.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    2 people found this helpful  

    Pretty Thankless job

    Programmer Analyst (Current Employee) Omaha, NE

    ProsAlways hiring, plenty of parking.

    ConsBig company that needs to get out of their own way. Client Services runs amok and has no accountability. Crazy deadlines, old systems, and too fast paced for its own good.

    Middle managers can be ineffective and/or unqualified. Some managers telecommute, so their effectiveness is limited.

    Advice to Senior ManagementManagers need to be competent and effective. Employees need to be treated better.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    1 person found this helpful  

    Behind the Times, Little Concern from Management

    Client Services (Current Employee) Omaha, NE

    Prosif you are working with a good manager, they care a lot about your work life balance, want to you to learn, and are open to suggestions for new projects and enhancements to current systems within the scope of current capabilities of the company.

    ConsSenior Management is unaware of what mid-level managers are doing, to the extent of hurting the company with high turnover and poor management of projects. The systems are archaic and it can be difficult to service clients as well as some other competing companies. The different divisions are very insulated from each other, making it difficult to service clients with a full range of solutions.

    Advice to Senior ManagementInvest in the current business, rather than taking on new business that may not fit into the corporate model. Pay better attention to what is going on with mid-level management to ensure you have the best possible people.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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