Customer Service Representative (Former Employee) – Victoria, BC – 23 April 2014
This job was a call center support position, I took calls for AT&T support through a contract purchased by West Corporation. I learned all of the AT&T packages and current cell phone models to assist customers in billing and cell phone replacement
Customer service (Former Employee) – Central Saanich BC – 22 April 2014
west was a company that would stand out from the rest but for the most part, not in a good way.
they had it right as far as the wage with the performance based incentive bonuses (something i was a strong supporter of). the downside to that was the bar was set so ridiculously high for the incentives the only people that earned the top bonus were the ones that cheated at their jobs (ie: blind transfers, resetting a clients cell phone knowing they were on it resulting in dropped calls etc, etc).
in my opinion management for the bulk of my time there was a joke but there were a few team leads and supervisors there that could EASILY offset the bad parts. when one would threaten to PIN (performance improvement notice) someone out of their job daily, another would HELP that employee improve their work.
the working in teams aspect of the job was awesome as it would inspire competitiveness and also teamwork at one time resulting in many fun days interacting with co-workers. the people that worked there along side me were awesome and i have made MANY lasting friendships thru West Corp.
On the downside because of their poor management and HR the reputation of the employer soon became well known throughout Victoria. they had gone thru 10,000 employees in the 3 years the location was open and announced it closure here citing "the low exchange rate on the dollar" when anyone who had left there knew it was because they couldnt keep their staff. if it WAS the dollar, they also would have closed the other office they had just opened elsewhere in Canada too, which they didnt. more... as i see it the place was average at best and the pros and cons of the job were very balanced. had there not been such power tripping by team leads and underhanded tactics from the head office for west to its employees im sure they would still be around. overall it was a decent place to be all the sameless
Customer Health Care Support Services (Former Employee) – kingston, On – 22 January 2013
Management will criticize your every move - three passwords to log in and out required morning, lunch and end of day. You have to send an instant message requesting permission to use the washroom. If you receive a call a minute before your shift ends thus causing overtime, you are sent emails asking why you didn't service that caller quicker yet expect you to have empathy and 110% customer service. The employees take calls before they are trained to do so properly. Very repetitive. If you are taking only Canadian calls in the bilingual sue, sometimes you have to sit and stare at your computer and receive a call every 2 hrs or so. Very stressful, would not recommend working there.
gratifying to be able to assist those with diabetes.
Customer and Technical Service Representative (Former Employee) – Victoria, BC – 7 December 2012
Typical day began at 5AM - 2PM. I learned the practice of focus, through logging in and out, including breaks, which was a valuable lesson in efficiency! Management did the very best they could with the huge number of personnel and personalities on the floor. Friendly upbeat co-workers were engaged and always willing to help. We were encouraged through stat performance. The most difficult part of the job was being 'tethered' to our workspace for the entire time. Most enjoyable was the incredible training sessions and dealing with the inbound customers!
Call Center Representative (Former Employee) – BC – 2 August 2012
Come to work on time and log in, begin to take calls, deal with calls and document them. Learned how to do a team manager's job. Inconsistent, depending on who you end up under with. Awesome co-workers and very friendly. Hardest part is being yelled at for issues that other departments in a huge company are responsible for, so no direct fault of yours. Most enjoyable part is going home.