Pros: great place to start or re-enter the workforce. above average pay, bonuses, and some flexibility with scheduled hours. ease of hire and good training program.l
Cons: management needs to stop changing policies so frequently., coaching workers on only bad calls is demoralizing., include a fantastic call and encourage the employee to repeat it., annual raises are pitiful., benefits available to employees are not well explained., benefit enrollment deadlines need to be communicated more effectively.
West Corporation has a good training program for first time job seekers, those who are new to customer service and people returning to the workforce. You will get hired fast and the starting wage, depending on project, will be above that of other call centers in the area.
Management is pleasant and encouraging, for the most part. The facility is clean and modern.
I was treated very well.
Overtime is usually available for those who want it. For those who need some unpaid time off, you can post your hours to the automated system and, with enough lead time, most often someone will pick them up for you. This allows for an above average amount of flexibility.
The call volume is VERY HIGH. You will be on the phone non-stop, except for breaks, throughout your shift.
The pressure on management to keep you on the phones is considerable.
On the project I worked, it was not uncommon for me to need to use seven pieces of software during one call. If computers, problem solving and human interaction is not your thing, a job at West is not for you.
Additionally, the metrics on which you are judged are myriad and darn right granular, some even baffling and at cross purposes.
Bonuses are available for above average performance and can amount to hundreds of dollars a month. This sets West Corporation apart from other call centers.
Benefits other than paid time off are nearly non-existent. The medical they mentioned at the orientation would not take care of anything substantial. You would be better off taking the money and putting it in the flexible spending account offered. Paid Time Off is accrued continually but only made available for use after one year.
There is a discount stock purchase benefit, but exercising this on a customer service wage is a bit unrealistic.,
You will most likely have to work weekends.