First off let me start by saying do not waste your time on West and do not buy into any of the bs they try to spoon feed you. Here is my personal experience with the con-artists known as West.
I had just moved to San Antonio this past year and was trying to find a good job in sales, I had sent my resume to several businesses, but had yet to hear back so I attended a local job fair to continue my search. I noticed West had a booth set up (I should have took warning being they had nobody approaching them the whole four hours I was there) Bring new to the area I had never heard of West so I went and spoke with the lady recruiting. I asked what they were looking for and she said "sales associates" to be a part of a sales team that would work directly for AT&T. Seemed like a good gig so she gave me the address to go fill out an application and sent me on my way. I went to the West building filled out an application gave them a resume and they said they would call me back if i met their requirements. (Before I go any further, everybody meets their requirements these crooks will hire any bum off the street but to seem professional they give you a callback interview to make it seem like you are in competition for the job) During my second interview I was still told I would be working for AT&T in a callcenter and that all I would be doing was sales, and that they had customer service reps to deal with complaints, billing and other issues, and that I would be making $11 and hour plus commission for sales. Sounded great to me at the time, and being that I needed the extra money anything was good.
Once I entered training everything I was told prior went out the door, I was told we handled customer service needs first then we would try to upsale the customer. I also found out I would be making $9.25 and hour and that to get commission you had to follow their call flow and meet quality standards before commission was even considered. They gave us the company policy which was a laundry list of scare tactics and at the end the trainer stated "its 2009 be happy you even have a job" The training class was a joke all we did was read, no hands on experience, we never even seen the systems we would be working with and we were treated like school age children often told if we were "one minute late from lunch don't bother coming back" My class started out with about 30 people and we sent 14 to the production floor. On the last day of class one of our PTL's came to give us a "pep talk" and talked down to us like we were working for an elite program, to hear this guy talk you would have thought he was a CEO for a Fortune 500 company.
Our first day on the production floor nobody knew how to work any of the systems and we were constantly being yelled at and treated like idiots, because we had never seen any of the stuff nor had any practice taking calls. I honestly felt bad for the customers because of our lack of training, in fact two agents got up and walked out mid-call because the PTL's refused to help and when they did they would talk down to you. At the end of the day we had a meeting with a guy that worked Quality who actually did try and help us out, but once he left the PTL blasted him and then went on a rant about how "I am not your friend and I am not here to help any of you"
The project manager was a joke as well, the guy would talk and have nothing positive to say about anything and made it sound like we were in the military more than working for a call center, and he would often talk negative about employees behind their backs and talk about how bad of workers they were.
Training was a joke, the trainer had never worked the project we were on and knew nothing when you asked questions. We were often told if it appeared we were sleeping we would be "escorted out" although there was some females she was buddy buddy with, they would open up a net meeting and she would click their slides for them while they slept or talked about their weekend plans.
People listen to my warning do not, I say do not waste your time working for West unless you want to get treated like crap for pathetic pay, you can make more money working fast food or bartending and probably have better benefits.
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