West Corporation

  www.west.com
  www.west.com
There are newer employer reviews for West Corporation

 

Overall, very rewarding and great experienced gained through hard work.

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Career Opportunities
Current Employee - Production Team Leader in Beaumont, TX
Current Employee - Production Team Leader in Beaumont, TX

I have been working at West Corporation

Pros

Great place to gain experience in many feilds and offers decent pay. Also, offers great vacation time if you are a hard worker.

Cons

The company's benifits should be a level playing feild for employee that perform the same specific duties.

Advice to ManagementAdvice

Provide better training for agents that struggle to meet certain goals

Recommends
Approves of CEO

381 Other Employee Reviews for West Corporation (View Most Recent)

Sort: Rating Date
  1. 3 people found this helpful  

    Worst employment experience of my life!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - Customer Service Representative in Pasco, WA
    Former Employee - Customer Service Representative in Pasco, WA

    I worked at West Corporation

    Pros

    Easy to get hired as they seem to hire anyone that walks in the door. They employ excellent workplace hygiene practices providing disinfectant wipes for your work station and encouraging all employees to make use of them on a daily basis. They do provide decent work stations and decent office-type chairs for the Customer Service Reps. Bathrooms are always kept clean and well stocked as is the lunch room. Smoking must be done outside in a designated area.

    Cons

    Completely inadequate training for the job they expect you to be proficient in. You are required to work in 15 plus systems on the computers but you receive only a brief introduction to most, not all of these systems and some you never see until you begin to take calls on the call floor. Reps are not trained at all and not even allowed to see one of the systems they are required to use for each and every call they take. Trainees are not given tools and aids to assist them when they get on the calling floor. Representatives have to make up and design their own tools and aids. West hires itself out to major companies as a vendor center. However, their pre-call floor training as well as their On The Job Training is approximately a third of what a Customer Service Rep would receive at the actual client company's center so West employees enter the call floor extremely unprepared to handle the job they were hired for. The job coaches and trainers on the floor during the OJT period are very abusive to the new trainees. They are very unhelpful in general and treat the new trainees with complete disgust. They are constantly impatient with them and put them down saying things like "figure it out yourself", or "didn't they teach you anything?!" and they even laugh at them when their systems aren't working. They stand around a lot of the day telling upper management that the trainees don't know how to do anything and all of this within hearing of the new trainees. Trainees are not properly trained in what they need to know. They are expected to begin taking calls with absolutely no training on the phone they will be using and no training in some of the programs. Sadly they are not given the tools they need to complete the job. During the classroom period West tells its new hires not to worry about knowing how to work with the systems because they will learn that when they get on the call floor but they are given one day of on the job training when they hit the call floor and then West begins grading them to see if they will keep them.

    The turnover rate is phenomenol. The Center I worked in we could not find a single Customer Servie Rep who had been there longer than 8 monhts. They are hiring over 20 new employees each month and they cannot keep their floor staffed.

    We also had gang members working on the call floor and even though West claims to have a strict dress code policy the gang members were wearing their colors on the floor!

    This is the most unprofesional and abusive work environment I have encountered. I would not recommend West to anyone.

    Advice to ManagementAdvice

    Implement your "client company's" training guidelines. For instance, if the client company has a training program that is 14 weeks long followed by three months of probation while the new employee learns their position then don't expect your new Customer Service Reps to be up to speed after only a month of classroom training and one day taking calls. Especially when they are not given the tools to do the job and haven't been trained on the systems.

    You seriously need to implement some sort of employee retention policy. I do not know how this can be cost effective to have a regular turnover rate this high. Think about it. You are hiring approximately 25 new employees per month in some of your call centers but the typical practice is to get rid of most of them by week 7 or 8. How can that possibly be cost effective? Also,train your job coaches that handle the on the job training on the floor. If they have no patience and are abusive, at the very least they should be removed from that position. Your management and HR departments need to listen to their employees, especially when management gets feedback from an entire class of new trainees regarding the coaches on the floor being abusive. How can your management ignore this? How can you afford to ignore this as a company? You are losing a lot of good quality employees because of your abysmal and abusive training and extremely poor management practices. Wake up!

    Doesn't Recommend
    Disapproves of CEO
  2. 2 people found this helpful  

    Worst Job ever

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Customer Service Representative in Reno, NV
    Current Employee - Customer Service Representative in Reno, NV

    I have been working at West Corporation

    Pros

    The only pro I can think of is "it's a job"!

    Cons

    They have mandatory overtime at the last minute, and if you cannot work it they threaten disiplinary action, and they will fire you. They threaten to fire a person over everything, getting sick, forgetting a statement on a call, using after call, basically anything they can think of. Call monitoring is a joke, as the QA department looks for what was done wrong on a call. When you need assistance on a call the "standers" who are supposed to help do not, you are not able to get a supervisor to assist a customer. No matter how good you are they look for something wrong to terminate employment for. High turnover!

    Advice to ManagementAdvice

    Perhaps look at keeping the current employees you have, build morale! Quit firing people for minor issues and have a better training program. Even your trainers seem to hate it there. Introduce yourself to the new employees and do not act like you are better than the CSR's.

    Doesn't Recommend
    Disapproves of CEO
There are newer employer reviews for West Corporation

Work at West Corporation? Share Your Experiences

West Corporation

 
Click to Rate
or

Your response will be removed from the review – this cannot be undone.