WDS Employee Reviews about "call center"

Updated Dec 7, 2016

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3.1
43%
Recommend to a Friend
46%
Approve of CEO
WDS CEO David Ffoulkes-Jones
David Ffoulkes-Jones
57 Ratings
Pros
Cons
  • "Too many team leaders that did not either know or want to do anything(in 13 reviews)

  • "Pay is considerably lower than almost any other call center in the valley(in 13 reviews)

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Reviews about "call center"

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  1. Helpful (1)

    "Call centers, the hallmark of the low paying service economy."

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Technical Support in Boise, ID
    Doesn't Recommend

    I worked at WDS full-time for more than 3 years

    Pros

    Given this is the only call center I've worked for, I really have no basis for comparison. I suppose if you're desperate it is a job and if you apply you're almost guaranteed to be hired.

    Cons

    As I stated before, it's a call center and has all of the negative trappings of the industry. Electronic micromanagement, must constantly be on the phone, forced to be a verbal punching bag for those with nothing better to do than to call in and yell at those attempting to help them, and placating the entitled masses. From my limited experience, call centers are the sweatshops of the service economy.

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  2. "Call center representative"

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

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

    Pros

    competitive pay. at the time i was looking for a job WDS offered a very competitive pay compared to other call centers in the area.

    Cons

    Lack of leadership interest in success of others. The leadership (with the exception of few) showed very little to no interest in helping others in becoming successful

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  3. "THE WORST"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at WDS full-time

    Pros

    Some of the best people you'll ever meet. You will learn a lot of personal development. Recently remodeled building. Paid Training.

    Cons

    Ever changing expectations and unclear direction. Favoritism. Pay is considerably lower than almost any other call center in the valley. Upper management has no interest in collaborating with agents/supervisors on their opinion of how to change things or make things better for their employees. There is no understanding, or support once you've made a mistake, or they don't like you, they will always have a negative perception of you, and have no interest in changing so. Supervisors do a lot of work and do not receive fair compensation for doing so. Bonus for agents/sups are always changing and unfair expectations for trying to hit the metrix especially when there are so many system issues that aren't taken into consideration, or fixed when brought to their attention. Supervisor bonus is almost impossible to obtain, and not all supervisors qualify to bonus.

  4. "Tech Support Representative"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
     
    Doesn't Recommend
    Positive Outlook
    No Opinion of CEO

    I worked at WDS

    Pros

    -Dynamic work environment -Opportunity for advancement -Benefits at a call center -Paid training -Casual dress

    Cons

    -Some managers had no clue -Upper management changed the structure of the call center back and forth several times - Can be hectic at times

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  5. "Opportunities Galore"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Bellevue, WA
    Recommends
    Positive Outlook

    I worked at WDS full-time for more than 5 years

    Pros

    If you are just starting out in the job market and are looking for a company that can help you move from a job to a career, this is the company for you. As a leader in the organization I, like many others, regularly pulled call center workers and trained them over years to become analysts, dba's, content provider's, QA testers and more. This company makes responsible, well trained employees out of curious, hungry individuals who are willing to learn and grow.

    Cons

    If you are already at the senior level, there are not a lot of opportunities for advancement. This is a UK company and most of the "solid" leadership positions will never be available to the US employees. If you are a UK employee already, you have a greater chance, but it is still not likely. The ones on top are not easily going anywhere fast. It is best to look to a younger, newer company that hasn't stabilized if you are looking for that type of growth opportunity. I am not saying in any way it is a bad job to take. I am just saying if you take the job at a more senior level form the start expect that it will be the job forever, no more, no less..

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  6. "Customer Service"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
     

    I worked at WDS

    Pros

    You can work with great systems if you work for the Google contract.

    Cons

    All the cons you can have in a call center. The team leaders are the worse. There are not possibilities to improve your career.

  7. Helpful (3)

    "Awesome place to work"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Developer in Poole, England
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Interesting work Great people Amazing learning opportunities Enjoyable environment Good progression opportunity Small company feel despite takeover Location Work life balance

    Cons

    Bear in mind some 'cons' on other postings could be related to vastly different departments to any you are considering joining. We had call centers

  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 (3)

    "Avoid awful company !"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Helpdesk Level II in Bournemouth, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    -Diversity of International culture, most of the people i work with are from all regions of Europe which was nice and refreshing. -HR is good

    Cons

    -Bad team leaders, they have no clue what they doing. Not interested in feedback. - You treated like a robot, get your KPI or get fired. - If you fall sick, you will received a warning. 3 warning and you laid off. -Work cantina Food is awful, too much salt, too much fat unhealthy. I saw a lot of people who started working there gain a lot of weight throughout the months and some ending having health problems and leaving the company. -You forced to work on weekend Saturdays and Sundays. -There is absolutely no career progression in this company. -There is no wage increase or no Bonus, these have been removed totally. - Call center is packed, everyone is squashed in a hall that looks like an old factory. -Heavy pay cuts since they lost a lot of major contracts - A lot of people are getting laid off -Too much favoritism , - Working here there is no stability or security , you can get fired anytime. -The overall work environment is just negative

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  10. "Good place to work"

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

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

    Pros

    Laid back environment They will work with you to help you improve rather than firing you right away They reward you for good performance with improved pay and giveaways they offer decent healthcare and time off

    Cons

    its a call center so it takes a certain type of person and can be stressful also most positions available are for nights till midnight

Found 16 reviews
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