WDS

  www.wds.co
  www.wds.co

WDS Reviews

Updated December 12, 2014
Updated December 12, 2014
77 Reviews
2.9
77 Reviews
Rating Trends

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WDS CEO David Ffoulkes-Jones
David Ffoulkes-Jones
32 Ratings

Review Highlights

Pros
  • Friendly people, lot's of encouragement and straightforward rules (in 4 reviews)

  • If you're a call centre agent, both complexes have nice canteens though they are not subsidized (in 3 reviews)


Cons
  • Call center is packed, everyone is squashed in a hall that looks like an old factory (in 8 reviews)

  • Bad team leaders, they have no clue what they doing (in 6 reviews)

More Highlights

Employee Reviews

Sort: Popular Rating Date
  1.  

    Good entry-level type job if you like tech.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support in Boise, ID
    Former Employee - Technical Support in Boise, ID

    I worked at WDS full-time (less than an year)

    Pros

    Easy interview and hiring process. Paid training. Chance for advancement from CSR to more supervisory role.

    Cons

    Large learning curve. Escalating calls to more experienced agents or management was almost impossible, they expected you to handle the customer no matter what their issue. Every single minute was managed for example, If you took too long on a call, didn't take your break within a few minutes too soon or too late of scheduled time you had a discussion with a manager.

    Advice to ManagementAdvice

    More time during training to take various types of calls. Help someone when they have a difficult customer instead of making them feel abandoned or unable to get help from another agent.

    Recommends
    No opinion of CEO
  2.  

    Okay Job in a Tough Labor Market

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support in Boise, ID
    Former Employee - Technical Support in Boise, ID

    I worked at WDS full-time (more than an year)

    Pros

    - Support was often available
    - Training was paid at full rate
    - Had a very supportive boss
    - Co-workers were pleasant
    - Managers were usually willing to help
    - Patient while agents learned the job
    - Unlimited overtime available with extra bonus wages
    - Bonus pay if metrics are high enough

    Cons

    - Terribly low paying due to there not being good jobs in the area
    - The bar for bonusing was moved too high so almost no one can make a fair wage
    - The place is very dirty and contagious conditions spread quickly
    - Being open 365 days a year means that you are required to work holidays
    - Promotions seemed not based on merit but on favoritism
    - Your experience is highly dependent on your supervisor, some will offer no assistance whatsoever
    - Minuscule raises mean that after five years you could be making only 1.50 more
    - Customers often have unrealistic expectations and request data that you legally cannot disclose like call records, etc.
    - Health insurance with high co pays and too low a wage to pay them

    Advice to ManagementAdvice

    Raise the base pay or lower the bar for bonuses and you'll have more productive agents and better results. Emphasize your core values of offering support enthusiastically to your front line agents since they are actually generating profits.

    Recommends
    Neutral Outlook
    No opinion of CEO
  3.  

    Not a good long-term career

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Boise, ID
    Former Employee - Customer Service Representative in Boise, ID

    I worked at WDS full-time (more than 3 years)

    Pros

    Paid training and continuing education were a positive experience. The company has a variety of shifts available, and is generally willing to work with employees to find a shift that works for the employee. The company offers referral bonuses at my (now former) location. Some of the supervisors are very knowledgeable and helpful. The company offers insurance, paid vacation, and a 401(k). Attendance policies are easier to work with than they have been at some companies I have worked for in the past.

    Cons

    I worked at WDS for more than three years. After the company was purchased by Xerox, the conditions went downhill fast. The facility (especially carpets and workstations) is filthy, computer and telephony equipment is frequently malfunctioning, HVAC is a joke with some areas very cold and other areas too hot (during any season), most of the outdoor break area is designated for smokers which leaves non-smokers with the front or side parking area, or staying indoors. Lunch breaks are for only 30 min which is OK for employees when they bring a lunch, but leaves precious little time for going anyplace else. These things were manageable.

    During the time that I worked at WDS (later known as WDS-Xerox or WDS, a Xerox Company) I received several awards and other recognition from the client for my skills with customers, but I was fired less than three months after being moved to a new supervisor and new contract (for the same client) because my stats were not good enough for WDS/Xerox. One of the most important stats to WDS is called "AHT" which means Average Handle Time, and reflects the time (in seconds) that an agent spends on the phone with each customer. In my opinion, WDS/Xerox has demonstrated that they would prefer that agents meet AHT goals, even if the quality of the service is sub-par.

    Until recently, the Boise location provided both customer care and tech support to a single client (a well-known cell phone company). Although the customer care contract has been terminated in favor of expanding the tech support contract, it is worth mentioning that agents taking customer care calls were penalized if the customers were calling to disconnect one or more lines of service. While it is reasonable to ask agents to ensure customers are aware of options they have other than disconnecting a line, WDS/Xerox penalized any agent who processed more than 13 disconnects per 1000 calls each month, by making the agent ineligible for any bonus. This led to some agents lying to customers and stating that a line would be disconnected when it had in fact been suspended instead, or giving customers other excuses for not disconnecting the line or lines. This, in turn, led to some agents getting a disproportionate share of disconnect calls, and not getting any bonus as a result. (This practice continues at other contract call centers operated for this same client, including centers operated by Xerox in other states.)

    Supervisor promotions seem to be based on who is in favor with management rather than on competency -- some of the supervisors are very competent at what they do, but others don't seem to know basic information about the client or the job, and they lack the people skills needed to cover this lapse.

    In my opinion, supervisors have too much authority when it comes to deciding who to keep and who to fire: This leaves supervisors free to base a firing decision of factors that are not appropriate, and then say anything they want to management about the reason for the termination, if they are even asked.

    Advice to ManagementAdvice

    This advice is for someone at the corporate (not local) level: Have someone you trust come to Boise and work in this location for awhile, as an agent. Do not let anyone local know who they are. This will be a long-term assignment as the training takes weeks, but you need to understand what is really going on here, and why the turnover rate is higher here than at other call centers in the local area.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5.  

    Tech Support Agent

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Tech Support III in Boise, ID
    Former Employee - Tech Support III in Boise, ID

    I worked at WDS part-time (more than an year)

    Pros

    It's a generally friendly environment. The people you will work with will help you get through the day. Most of the time the customers are nice and easy to take care of.

    Cons

    You will get a lot of angry people yelling at you. So You have to be able to brush that off. Lately the management have been getting stricter and stricter, which makes it difficult to know what to do. They've been letting go of a lot of people because of it.

    Recommends
    Neutral Outlook
    No opinion of CEO
  6.  

    Cares more about the contract than the workers

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support in Wichita Falls, TX
    Former Employee - Technical Support in Wichita Falls, TX

    I worked at WDS full-time (less than an year)

    Pros

    6 weeks of training and recurring training to ensure job capabilities

    Cons

    Terrible communication between management and workers that leads to mixed messages on goals and requirements. Half of the supervisors are dating, married, or related.

    Advice to ManagementAdvice

    Clean out the management overhead, hire and promote the people actually passionate about their work instead of picking people because you like them, and have some damn business ethics.

    Doesn't Recommend
    Negative Outlook
  7.  

    Good place to work

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Boise, ID
    Former Employee - Anonymous Employee in Boise, ID

    I worked at WDS full-time (more than an year)

    Pros

    Laid back environment
    They will work with you to help you improve rather than firing you right away
    They reward you for good performance with improved pay and giveaways
    they offer decent healthcare and time off

    Cons

    its a call center so it takes a certain type of person and can be stressful also most positions available are for nights till midnight

    Recommends
    Neutral Outlook
    No opinion of CEO
  8.  

    It was a good place to work that offered competitive wages and proper wages for the work being done.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Tech Support in Kirkland, WA
    Former Employee - Tech Support in Kirkland, WA

    I worked at WDS full-time

    Pros

    Good work environment. Good communication from senior staff. As tech support they focused more on fixing the problem than metrics, though metrics were still important.

    Cons

    There was a lack of available advancement. You were trained and could work there for years without the hope of advancement.

    Advice to ManagementAdvice

    Make sure that people understand that the only advancement possible is outside the company and be more willing to work with employees to gain that advancement. The jobs offered there are integral first step jobs that can allow a person to step up into a great career.

    Recommends
    Positive Outlook
  9.  

    The worst job I ever had!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support in Boise, ID
    Former Employee - Technical Support in Boise, ID

    I worked at WDS full-time (less than an year)

    Pros

    They will hire anybody. If you are desperate for a job, this is the place to go.

    Cons

    Horrible pay. Horrible benefits. The actual center, itself, is FILTHY!

    Advice to ManagementAdvice

    Have a wage that is competitive with other call centers in the area. Look into a better benefits package for your employees. Clean up the place!

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  10.  

    The most awful job I've ever had

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Care Representative in Wichita Falls, TX
    Former Employee - Customer Care Representative in Wichita Falls, TX

    I worked at WDS full-time (more than an year)

    Pros

    The training dept was amazing. They were very helpful and we were ready for anything once we actually got on the floor.

    Cons

    They were very horrible about raises. In the almost 3 years I worked there I was barely making more than my start on pay. The benefits were also crap.

    Advice to ManagementAdvice

    Maintain more professionalism and actually ensure that the supervisors that are hired are knowledgeable about their position.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  11. 1 person found this helpful  

    Where dreams and happiness fall into a black hole, never to be given back.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support Supervisor in Boise, ID
    Former Employee - Technical Support Supervisor in Boise, ID

    I worked at WDS full-time (more than 3 years)

    Pros

    The supervisors are relatable and pretty decent. They're supportive and friendly and are a great bunch of kids to be around.

    Cons

    Everything else you could possibly think of. The Upper Management, Beyond Supervisors, is so poor. It's a wonder anything gets accomplished in that facility. Even if you're Albert Einstein, you probably won't have the opportunity to be promoted because they promote teenagers who have been there for two months fresh out of training with NO VERIZON EXPERIENCE. I would hardly call this an establishment, because it's a poor excise for one. Management is always sleeping with the agents, it's a brothel in there! It's where men go to cheat on their wives, and prey on younger women. It's disgusting. The bathrooms are repulsive, the break room options for food are so overpriced, and they basically already pay you in dirty looks and criticism (that is anything but constructive). This place is a JOOOOOOKE!

    Advice to ManagementAdvice

    Don't suck the souls of your agents and supervisors to the point where every day they walk in those doors and all of the happiness is drained from their existence. It seeps into the carpets and leaves God awful stains. (At least I think that's what those stains are?)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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