I am a former employee of West Business Services also known as West Telemarketing and West Business Services amongst other names. They are a staple in the community of San Antonio. I think that nearly everyone in the community has worked there or knows someone who has. They have two rather large facilites in the San Antonio area.
West is famous for your typical employee abuse. I learned this nearly 10 years ago when I worked there as a high school student. Needing employment quickly, I decided to try West again, this time as an inboung agent for Cingular Wireless. My first time at west I was an outbound telemarketer for AT&T long distance services.
Now, traing was a complete disaster. They had a man in from Reno, BOB, who was making up the material as we went. We were expected to take the little bits of disorganized information that he gave us and immediately sound professional on the phones for the customers of Cingular Wireless. Almost 70% of our training group quit within 5 days of performing as a Cingular agent.
The management in the program is a joke. I know that the operations manager is a college educated person, however, a degree does not mean that someone has the ability to manage a concept, operation or most importantly a group of people. She is highly defended by the company although I would estimate that nearly 95% of her staff would tell you that she fails her team.
Now, on with the rip-off. West Corporation has a terrible problem with payroll. It is too common that the employees, who barely make enough to survive on to begin with, are shorted hours from thier payroll. Now they have it in writing on the payroll discrepancy form that you should receive your money within 2-3 business days. That is not the case, in most cases it takes 30-60 days to receive a check, or a "reason" that you will not be getting your money. I personally am waiting for some money from MARCH!
Now, as far as the policies in customer handling! Wow - does Cingular and West know how to run thier customers through the mud! Did you know that if you establish service with Cingular over the phone and use your credit card - that if you need a refund for an overcharge (which happens all of the time) or if you return your equipment you are expected to wait up to 90 days for a refund of YOUR money! I would advise that you NOT deal with Cingular over the phone. An additional risk of doing business with Cingular over the phone is that you are most likely dealing with one of West's call centers, and in turn, you are giving your credit card number to people who the company has NO background on. Also, that person who has your credit card number has access to all of your information on your account. (social security number, DL number, Date of Birth, etc..) That information could be very damaging should it fall into the wrong hands Buyer Beware!
In summary, avoid the West Corporation at any expense.
Also, call Cingular and demand that your account be handled only by qualified and investigated individuals! West Corporation hires ANYONE! Protect yourself!
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