WDS Customer Service Representative Reviews

Updated Aug 23, 2019

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3.1
37%
Recommend to a Friend
0%
Approve of CEO
WDS CEO David Ffoulkes-Jones
David Ffoulkes-Jones
1 Rating
  1. "CSR"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative II in Boise, ID
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I worked at WDS full-time for less than a year

    Pros

    Low pay, good people, good food truck outside

    Cons

    Bad People. Upset customers, high turnover

  2. "Not good, but not bad."

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Boise, ID
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I have been working at WDS part-time for more than a year

    Pros

    Can be flexible with schedules if you are a top performer, but they will pressure you to keep 40 hour work week.

    Cons

    This company doesn't value their employees, your direct supervisor will be over worked and won't care about any questions you have.

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  3. Helpful (1)

    "Customer Support - Tech Role - Google Play"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Bournemouth, England
    Recommends
    Positive Outlook

    I have been working at WDS full-time for less than a year

    Pros

    People you work with. Over time. Training for 6 weeks in a class room (Paid).

    Cons

    "Googley" - which translates into: you are likely going to be an agency staff member, employed by an outsourced company, which is/ is not outsourced on behalf of google via WDS and then XEROX. As with a lot of negative customer cases, when if comes to taking responsibility and making decisions you are passed around. No one takes responsibility. In my case I walked into work one day to be told by a Team leader on the floor that day I should have been contacted by my agency to be told that my contract had been terminated. Best bit, they couldn't explain why because they were not part of the investigation which had been handled by Google. I would need to speak with my Agency, who thus redirected to them because they had not dealt with the investigation. No warning, no formalities, not even a meeting with myself taking place to discuss this situation, no explanation why, just simply there was an investigation by Google had taken place and my contract had been terminated. "Googley" Untrustworthy just as with the tax evasion etc exploiting vulnerable workers using not only firstly one outsourced company, but outsourcing to a parent company who outsources further to WDS who then primarily uses agency workers.

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  4. Helpful (1)

    "Ok place to work until you get your bearings"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Bournemouth, England

    I have been working at WDS full-time for less than a year

    Pros

    Great ambiance with international co-workers

    Cons

    Lots of promises, not many are real Team managers just manager numbers (you)

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  5. Helpful (1)

    "Tech"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Service Representative in Boise, ID
    Doesn't Recommend
    Neutral Outlook

    I have been working at WDS for less than a year

    Pros

    Nice older people / Good Training

    Cons

    Very Low Pay / Terrible Hours / Benefits are expensive, all they really are is another 200.00 to 400.00 dollar a month bill that is taken from your 300.00 a week pay check. Pay is bi-weekly / Equipment is in Terrible Condition! / Bad Monitors / Broken Keyboards and Mice / 1/2 of the computers don't work / Terrible chairs for people who have to sit all day. Some very rude and abusive youngsters, gang mentality

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  6. "Dead End Job with minimal pay"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Service Representative in Boise, ID
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at WDS for more than 3 years

    Pros

    You will learn to communicate with end users because that is what you do all day. The job is not very complex.

    Cons

    Upper management cares about numbers, not you. Lowest paying center given the job and requirements. Job is repetitive and stressful. Nearly no room ability to rise within the company. General Bureaucracy and corporate culture.

  7. "Customer care agent good people to work for"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Boise, ID
    Recommends
    Positive Outlook

    I have been working at WDS full-time for more than 5 years

    Pros

    There are always willing to help

    Cons

    the work hours could be better

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  8. Helpful (1)

    "Not a good long-term career"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Boise, ID
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at WDS full-time for 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.

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  9. Helpful (1)

    "Good place to start in Customer Service, great colleagues, incompetent management."

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Poole, England
    Recommends
    Neutral Outlook
    No Opinion of CEO

    I worked at WDS full-time for more than a year

    Pros

    Lots of young people from different countries working there so opportunity to make great new friends. The atmosphere is friendly and relaxed. If you're a call centre agent, both complexes have nice canteens though they are not subsidized. The Wallisdown complex has areas outside which are great to have lunch during summer. Good work/life balance Generally a good place to start if you need customer service experience.

    Cons

    Management is often unaware of what is happening in the company and some team leaders can often seem incompetent. Pay isn't that great whether as a call centre agent or in administrative department. They have their own scheme for promotions but a limited amount of people can get them, though possible. Feedback from agents is mostly ignored.

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  10. Helpful (1)

    "Fun place to work most of the time"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Boise, ID
    Recommends
    Positive Outlook
    No Opinion of CEO

    I worked at WDS full-time for more than a year

    Pros

    Laid back dress code, fun people to work with even the managers for the most part.

    Cons

    can be stressful it is customer service over the phone afterall pay was low also though the bonuses helped

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