West Telemarketing unfair labor practices Rip-off Mobile Alabama

I used to work for WEST Corp.; however, each call center and location perform different tasks. WEST is an outsource center; this means that large companies hire them to open call centers for customer service help lines and/or sales. When you call your cable, credit card, or phone company these are the centers to which your call is directed maybe WEST maybe not. The person complaining was obviously in sales, and well... if you decide to work in a sales position for ANYONE, quotas will be expected, as well as promptness. Everyone in this forum has their own opinion about business ethics but I will not go there b/c that is not the purpose of this post. I personally did not enjoy my employment at the pensacola location b/c it was customer service and that means you get yelled at by unhappy customers everyday and of course are expected to conduct yourself in a professional manner which is hard. I am simply not cut out for that; I like to be happy and after a while people's negativity becomes contagious (callers and co-workers alike). WEST thoroughly explains their expectations of customer service and sales reps per client request so it's really hard to understand why WEST catches the heat when they are simply a 3rd party type who were employed by corporate companies (ATT, comcast, credit card companies, etc). ATT corporate board members came in periodically to observe the employees WEST was hiring to handle their customer calls, as well as the QC dept and human resources. WEST is not a scam company, but most still would not enjoy working for them b/c benefits suck and regulations are strict as they should be. If not their business would fail due to lack of control.

West just harrasses people. Plain and simple. I have worked there for quite some time and I could tell stories that could make you throw up. I won't go into great detail, because you never know who reads websites such as this. Lets just boil it down to this. I was a team leader on one of the linegroups. I was seated for lack of development. According to my supervisor agents had been complaining that I did not know what I was talking about. Yet, I have passed every QA evaluation then and since with flying colors. How could that be if I don't know what I am talking about.

Approx a week or so I was pulled off the phone and back into team leader position because the supervisor supposedly contacted employee relations, and employee relations stated that I could not be seated for 30 days. I could only be seated permanently. Strange...In addition to that.

I have made numerous complaints about other things only to have them fall upon deaf ears. I even asked to be removed off of the linegroup only to be told because of poor performance that I would have to wait 90 days. So when I go to human resources to check my file...I keep getting the brush off.

Sandy,

I read your post about West Telemarketing and I know from personal experience that they are the worst of the worst.

In 1997, I received over 150 Telemarketing calls from AT&T third-party companies. one of those companies was West Telemarketing!

Reading your letter and reading about the violations you have experienced just brings back memory's of what West Telemarketing does to the consumer all of the time.

I am posting an actual letter that I wrote Ten Years ago for your amusement!

6/11/97

Robert E. Allen, Chairman & CEO
AT&T Corporate Headquarters
32 Avenue of the Americas
New York, NY 10013-2412
(908) 221-4191
(908) 204-2186 Fax

Re: Illegal, Rude & Unprofessional Telemarketing Calls

Mr. Robert E. Allen,

In the past week, your Telemarketers have called my home five time. The most recent call was from CEO & chairman Gary Wests company, West Telemarketing. Five phone calls from companies representing AT&T is harassment and a violation of the 1991 Telemarketing Act. West Telemarketing violated the law by refusing to provide their phone number and address as required. I had to search the Internet to get it. Another clear violation of the Telemarketing Act occurred when AT&T employee's clearly stated that my phone number would not be placed on a do not call list.

I strongly recommend that you contact --

John D. Zeglis
AT&T General Counsel and
Senior Executive Vice President
Corporate Affairs

-- and ask him if your company should continue making harassing and illegal Telemarketing calls to my phone number.

My wife's name, my name and our phone number must be placed on a do not call list immediately. We are not to receive any Telemarketing call from AT&T or from any Telemarketing company representing AT&T.

I am shocked that a company like AT&T would contract with Telemarketing firms that flagrantly and routinely violate the Telemarketing Act. I am outraged that AT&T Card Service employee's Tammy, Heather and supervisor Cindy Pennanen refused to place our phone number on a do not call list. I am dismayed that AT&T World Net supervisor Chris refused to identify his full name and gave me a fictitious employee ID, #0400.

Your company was informed that I will be filling complaints with various groups and agencies on Friday of this week against AT&T. I will file those complaints this Friday.

I know what you mean about the orientation. They are not well organized at all. I went on a leave of absence which was approved when I went back to work it said I was terminated. They had forgotten to put it into the computer. Once they fixed the problem I went back to work. I then learned that they were taking away some of our breaks. (I worked a 9 hour shift I was allowed 2 10 min breaks and a 30 min lunch break). They were doing away with the 10 minute breaks.

A week later they announced they were doing away with our lunch breaks. I was pregnant. There was no way I could go through a 9 hour day without having any bathroom, meal, or any other breaks. My final straw was when I was told I could not leave the room to go take my medication I was on due to being high risk.

I know what you mean about the orientation. They are not well organized at all. I went on a leave of absence which was approved when I went back to work it said I was terminated. They had forgotten to put it into the computer. Once they fixed the problem I went back to work. I then learned that they were taking away some of our breaks. (I worked a 9 hour shift I was allowed 2 10 min breaks and a 30 min lunch break). They were doing away with the 10 minute breaks.

A week later they announced they were doing away with our lunch breaks. I was pregnant. There was no way I could go through a 9 hour day without having any bathroom, meal, or any other breaks. My final straw was when I was told I could not leave the room to go take my medication I was on due to being high risk.

I know what you mean about the orientation. They are not well organized at all. I went on a leave of absence which was approved when I went back to work it said I was terminated. They had forgotten to put it into the computer. Once they fixed the problem I went back to work. I then learned that they were taking away some of our breaks. (I worked a 9 hour shift I was allowed 2 10 min breaks and a 30 min lunch break). They were doing away with the 10 minute breaks.

A week later they announced they were doing away with our lunch breaks. I was pregnant. There was no way I could go through a 9 hour day without having any bathroom, meal, or any other breaks. My final straw was when I was told I could not leave the room to go take my medication I was on due to being high risk.

I currently work for west.com. I work out of my home as an independent contactor. I was wondering the same thing if this was the same company that I was working for. I work for the Home Shopping Network, which is totally awesome plus Direct Response which is the different commericals on tv and Pizza Hut they are all great. I work as many hours as I want a week. Never had a paycheck late. Before working here I worked for NHCD and I'm glad I made the switch. I was just looking for some supplement income but have found that I can make more then that. Just thought I would let you know Free Me that I work for them also and they are a great company.

I am wondering if This is the same company that hires people online? West.com???

They hire people to be a home agent.
Im going through the home training now. The training though, is for Home Shopping Network's inbound calls.
West hires independant contractos such as myself to work from home taking calls for a number of companies and for infomercials. I guess one of their clients is Home Shopping network because that is who I'm training for at the moment.
Though I will not be an actual employee of Home shopping network but a independant contractor for west.com

I was just wondering if this was the same company?
Im thinking that it probably is but does anyone know anything about west.com???
The web site is not on rip-off which is a good thing.

I've bought stuff from the Redcats/Brylane companies and the stuff that employee says above sounds right to me. They do try to sell you stuff and the orders take too long to get to you. The quality often isn't good but although the price is so cheap that it would be hard for them to do better unless they make changes.

Your comments about West Telemarketing are right on. I spent only one day in training when I realized what was involved in scamming customers.

It was mentioned about the infomercials and upselling. I worked for another ripoff company called Redcats, Inc (formerly known as Brylane). They scam people as Lerners, Lane Bryant, LaRedoute, Roamans, Brylane Home, and Brylane Wishes. They are insistent about the upselling of their credit cards, sale items, and third party offers. My team leader told me about a three strike rule. If I didn't sell coordinating items, credit cards, sale items, or third party offers, I would be terminated. Nowhere in the employee handbook does it mention this rule. The team leaders are supposed to listening to calls and providing feedback. My team leader took three weeks before he explained to the new telemarketing people the call rules and sales quotas they expected from the team. If you don't meet any of the quotas for a week, they wait until the next week is over before they confront you about not meeting the quota. Also every week, they b***h about customers not charging their orders on the Brylane credit cards. They tells us it costs 25 cents to charge to their cards and 3 or 4 dollars on the Visa or Mastercard. Their credit cards are a ripoff when the interest rate is 22%. I don't know of any credit cards that have that high of an interest rate except theirs. It must the kickbacks they get from the credit card company which is where they make their real profits. Most of the customers are always returning their clothes because they are poor quality or pissed off because the order takes several weeks longer than they were told.

Sandy, I worked at the SAME EXACT West Telemarketing and I know exactly how you have went through.

The first week they were all so nice to people trying to make sure you can last at least 2 weeks. The training was somewhat okay, they were slow during the first day and we got out at about 2:00 that day. After the first two weeks, I was out on the floor and they used scare tactics so much to as if "if the mute button is on for over a certain amount of time, you would get termed." "If you left the campus during the break, you will get termed." "If you don't make xx amount of sales, you will get termed." This place made me cry for the two and a half months that I worked there.

It may be one of the easiest places to get a job at, but they will lie to you when you are termed. When you get on suspension for 6 months, the 6 months means actually 1 year.

I know that all telemarketing scam places like West are all scams and they are cruel, and are much better than flipping burgers, but when you have managers that literally smell terrible and you have to turn your head just not to smell that person, that should be noted.

Sandy, I worked at the SAME EXACT West Telemarketing and I know exactly how you have went through.

The first week they were all so nice to people trying to make sure you can last at least 2 weeks. The training was somewhat okay, they were slow during the first day and we got out at about 2:00 that day. After the first two weeks, I was out on the floor and they used scare tactics so much to as if "if the mute button is on for over a certain amount of time, you would get termed." "If you left the campus during the break, you will get termed." "If you don't make xx amount of sales, you will get termed." This place made me cry for the two and a half months that I worked there.

It may be one of the easiest places to get a job at, but they will lie to you when you are termed. When you get on suspension for 6 months, the 6 months means actually 1 year.

I know that all telemarketing scam places like West are all scams and they are cruel, and are much better than flipping burgers, but when you have managers that literally smell terrible and you have to turn your head just not to smell that person, that should be noted.

Sandy, I worked at the SAME EXACT West Telemarketing and I know exactly how you have went through.

The first week they were all so nice to people trying to make sure you can last at least 2 weeks. The training was somewhat okay, they were slow during the first day and we got out at about 2:00 that day. After the first two weeks, I was out on the floor and they used scare tactics so much to as if "if the mute button is on for over a certain amount of time, you would get termed." "If you left the campus during the break, you will get termed." "If you don't make xx amount of sales, you will get termed." This place made me cry for the two and a half months that I worked there.

It may be one of the easiest places to get a job at, but they will lie to you when you are termed. When you get on suspension for 6 months, the 6 months means actually 1 year.

I know that all telemarketing scam places like West are all scams and they are cruel, and are much better than flipping burgers, but when you have managers that literally smell terrible and you have to turn your head just not to smell that person, that should be noted.

Sandy, I worked at the SAME EXACT West Telemarketing and I know exactly how you have went through.

The first week they were all so nice to people trying to make sure you can last at least 2 weeks. The training was somewhat okay, they were slow during the first day and we got out at about 2:00 that day. After the first two weeks, I was out on the floor and they used scare tactics so much to as if "if the mute button is on for over a certain amount of time, you would get termed." "If you left the campus during the break, you will get termed." "If you don't make xx amount of sales, you will get termed." This place made me cry for the two and a half months that I worked there.

It may be one of the easiest places to get a job at, but they will lie to you when you are termed. When you get on suspension for 6 months, the 6 months means actually 1 year.

I know that all telemarketing scam places like West are all scams and they are cruel, and are much better than flipping burgers, but when you have managers that literally smell terrible and you have to turn your head just not to smell that person, that should be noted.

Oh Macho Donny,
You are soooo impressive! So macho and so... I don't know. Tell me more!

I have been in the USAF in mobile communications and even in the military we didn't need to threaten and intimidate people to get their work done. That isn't management of supervision. That is a bully. Sorry, can't think of any other word for it. It fits the description.

Heck, 15 years ago I was making almost $16.00 an hour in manufacturing... no need for commission... so your being so proud of $10.00 plus doesn't make you such a big cheese. I can understand that with a low self-esteem you need to come on here and belittle and berate people.

The old, "You don't know how easy you have it... let me tell you how hard I work..." is silly.

I guess why offices have so many problems is because they do hire immature people who can bully others and make them the supervisors. It is a throw away job so it doesn't surprise me that the don't hire quality knowledgable, successful superviors. Instead, the have people like you.

Just because you are so macho and feel no pain, that doesn't mean that what the people are reporting isn't valid.

Oh Macho Donny,
You are soooo impressive! So macho and so... I don't know. Tell me more!

I have been in the USAF in mobile communications and even in the military we didn't need to threaten and intimidate people to get their work done. That isn't management of supervision. That is a bully. Sorry, can't think of any other word for it. It fits the description.

Heck, 15 years ago I was making almost $16.00 an hour in manufacturing... no need for commission... so your being so proud of $10.00 plus doesn't make you such a big cheese. I can understand that with a low self-esteem you need to come on here and belittle and berate people.

The old, "You don't know how easy you have it... let me tell you how hard I work..." is silly.

I guess why offices have so many problems is because they do hire immature people who can bully others and make them the supervisors. It is a throw away job so it doesn't surprise me that the don't hire quality knowledgable, successful superviors. Instead, the have people like you.

Just because you are so macho and feel no pain, that doesn't mean that what the people are reporting isn't valid.

Oh Macho Donny,
You are soooo impressive! So macho and so... I don't know. Tell me more!

I have been in the USAF in mobile communications and even in the military we didn't need to threaten and intimidate people to get their work done. That isn't management of supervision. That is a bully. Sorry, can't think of any other word for it. It fits the description.

Heck, 15 years ago I was making almost $16.00 an hour in manufacturing... no need for commission... so your being so proud of $10.00 plus doesn't make you such a big cheese. I can understand that with a low self-esteem you need to come on here and belittle and berate people.

The old, "You don't know how easy you have it... let me tell you how hard I work..." is silly.

I guess why offices have so many problems is because they do hire immature people who can bully others and make them the supervisors. It is a throw away job so it doesn't surprise me that the don't hire quality knowledgable, successful superviors. Instead, the have people like you.

Just because you are so macho and feel no pain, that doesn't mean that what the people are reporting isn't valid.

Oh Macho Donny,
You are soooo impressive! So macho and so... I don't know. Tell me more!

I have been in the USAF in mobile communications and even in the military we didn't need to threaten and intimidate people to get their work done. That isn't management of supervision. That is a bully. Sorry, can't think of any other word for it. It fits the description.

Heck, 15 years ago I was making almost $16.00 an hour in manufacturing... no need for commission... so your being so proud of $10.00 plus doesn't make you such a big cheese. I can understand that with a low self-esteem you need to come on here and belittle and berate people.

The old, "You don't know how easy you have it... let me tell you how hard I work..." is silly.

I guess why offices have so many problems is because they do hire immature people who can bully others and make them the supervisors. It is a throw away job so it doesn't surprise me that the don't hire quality knowledgable, successful superviors. Instead, the have people like you.

Just because you are so macho and feel no pain, that doesn't mean that what the people are reporting isn't valid.

Donny, if you can't . . .see West's scams and unethical business practices for what they are, well then.

Actually McDonald's is more preferable to working at West. Thank God I don't work there anymore!

Found a real job with benes, real rewarding work, longer hours, better managment, etc. So much for me being a lazy teenager. Actually I am a 26 year old with a Bach degree, and I know a bulls*it "job" when I see one.

Ripping off and scamming people is real "hard work" Danny boy. Detect the sarcasm.

PS. How did you come across this website and this complaint? How much did "they" pay you to write this "rebuttal"? I hope they purchase you some chapstick for when you remove your lips.

Donny, if you can't . . .see West's scams and unethical business practices for what they are, well then.

Actually McDonald's is more preferable to working at West. Thank God I don't work there anymore!

Found a real job with benes, real rewarding work, longer hours, better managment, etc. So much for me being a lazy teenager. Actually I am a 26 year old with a Bach degree, and I know a bulls*it "job" when I see one.

Ripping off and scamming people is real "hard work" Danny boy. Detect the sarcasm.

PS. How did you come across this website and this complaint? How much did "they" pay you to write this "rebuttal"? I hope they purchase you some chapstick for when you remove your lips.

Donny, if you can't . . .see West's scams and unethical business practices for what they are, well then.

Actually McDonald's is more preferable to working at West. Thank God I don't work there anymore!

Found a real job with benes, real rewarding work, longer hours, better managment, etc. So much for me being a lazy teenager. Actually I am a 26 year old with a Bach degree, and I know a bulls*it "job" when I see one.

Ripping off and scamming people is real "hard work" Danny boy. Detect the sarcasm.

PS. How did you come across this website and this complaint? How much did "they" pay you to write this "rebuttal"? I hope they purchase you some chapstick for when you remove your lips.

Donny, if you can't . . .see West's scams and unethical business practices for what they are, well then.

Actually McDonald's is more preferable to working at West. Thank God I don't work there anymore!

Found a real job with benes, real rewarding work, longer hours, better managment, etc. So much for me being a lazy teenager. Actually I am a 26 year old with a Bach degree, and I know a bulls*it "job" when I see one.

Ripping off and scamming people is real "hard work" Danny boy. Detect the sarcasm.

PS. How did you come across this website and this complaint? How much did "they" pay you to write this "rebuttal"? I hope they purchase you some chapstick for when you remove your lips.

You think you were threatened? lol. Sales quotas, quality, wrap time, and giving rebutals are part of the job. That's what you were hired for and that's what's expected. If you don't want to have to follow the rules, go flip burgers at McD., They'll put up with your laziness.

I worked for West in Loves Park, IL for a combined 6 months doing MBNA credit card applications. You think that other stuff you did is hard. Try convincing people why they should give thier SSN and get thier credit reports pulled over and over again. When it's a pretty sure thing the're not gonna get it.

Sounds like you guys get the bad end of the deal out there. My starting pay was $8/hr and it didn't take long to get to nine and with commission 10. Besides their spectrum system is awesome how you can get premium hours or give them up with PET. I loved it. I don't know how you can complain. The people calling you should be skeptical anyway. You've got to be stupid to believe in those "get rich quick" SMC, Don Lapre B*** S***. So just be glad your not as dumb as the people who've called you.

Sounds all of you who complain about conditions are just a bunch of lazy teenagers who don't know what "working for a living" means. You guys should just go pan-handle the way you complain about having expectations. Atleast panhandling you get to be your own boss and can choose the neighborhood you solicit.

I have my own issues with West, however. When it came tax return time this year they wouldn't send me my form. I had to get the IRS after them before i got my form because they changed my address to some wierd place i had never heard of.

I aggree they're not perfect, but come on, job expectations are there to keep you working.

I recently began working for WEST in Pensacola, FL. I don't know what kind of stuff your offices are pulling, but the office I work for is very through. We have a month of training(in which we make $7.50 per/hr), and are supervisors are encouraging. Once we get out on the "floor" are hourly wages increase. As for Chris's comment, our office takes incomming calls. Do you own a credit card or have cable service? Well if you ever had a problem with your bill WE are the people that correct, upgrade, or downgrade your current service. So before you TRASH this company, think about the thousand of people calling US everyday for help. I can sympathize we ill-treated employees, but keep your degrading comments to yourself.THANK YOU!!

I too currently work for West Telemarketing's Erie, PA branch. I am also currently looking for another job asap because I cannot tolerate this job any longer.



I have worked here for over a year and I make no more than 6.50 and hour (unless they have a huge amount of calls coming in, then they will toss us $8, $10 and $12 an hour but we have to add those "premium hours" to our normally scheduled hours.)



In response to Chris from Carlsbad, West does not just do outbound telemarketing, the site that I work for does Inbound. That means that all those infomercial products that you see advertised on TV, we take orders for. All these products listed on the rip off report, we take orders for. Ab Belts, Rotisseries, Shoe Insoles, Pancake Makers, Pasta Pots, Don Lapre, SMC, Ion Bracelets, just about any infomercial or commerical you see advertised on tv, we take orders or calls for.



Most of these products have "upsells" associated with them. Upsells are additional product offers (for instance, "pancake of the month club" for the "pancake maker" or "marinades" for the "rotisseries" or "toning gel" for the "ab belts").



Upsells can also be the buying clubs (MWI essentials, connections, 24 protect, gallaria)that people report on ROR.com.



Many times, the upsells are deceptively worded to trick the person into saying yes.



If we don't read these "upsells" to the customer in full, we can get fired. If the customer says no they don't want any additional products, we still have to try to sell them these "upsells". Only when they get pizzed off, can we ask for a "bypass". A "bypass" means that a supervisor "double jacks" into our phone and tries one last time to get the customer to listen to the offers, if they say no, we can skip over the offers.



A lot of these products are scams and people pay $8 to $20 for shipping and handling for a delivery time of 4-6 weeks!! When people call in to ask where their product is (the one they ordered and got charged for 3 months ago), we give them a customer service number for the company (usually a long distance number, or a toll free number that no one ever seems to answer).



We, at the call center, cannot do anything to help the disgruntled customer but give them a customer service number. We can't cancel orders, track orders or issue refunds. Our job is to take your information, try to sell you additional products, and submit this information to the company.



As for West's hiring practices, they hire anyone. I had a few ex-con's in my training class. (Mind you, we take names, addresses, SS#, phone #, credit card and checking acct #'s etc.)



They also train very little. Our training consisted of being told that all the company cared about was making money. They also instructed us on how to verify spelling, cc numbers, addresses, etc. No real customer service training. They train us for a week and then toss us out onto the "production floor".



Most people only last a few weeks or a few months. For some reason, I have lasted a year and have nothing to show for it.



The turnover rate is extremely high as West hires every day. We have a few training classes every week. Almost every one in my crappy hometown has worked here at one time or another and West has only been in Erie for almost 3 years. The sign outside our building has, "now hiring" permenantly etched on it.



Why do I continue to work at West you may ask? Well, I only took this job in the first place because I was desperate. I was fresh out of college and couldn't find a job because my hometown is a joke. It was either work at West, or stay at home to play phone tag with the bill collectors. I chose to work.



Also, I never knew that West took orders for infomercial products until my training class. I knew that they took orders for products, but I never knew they were scam infomercial products. I used to be so tempted to order infomerical products in the past, but after working at West, I'm glad I never did and I never will.



There is an aura of desperation at West. In the past two weeks I've had a few different people say to me "Where else can you make 6.50 sitting on your but all day?" That is the attitude around here.



It also kills me when the "idiots in charge" issue memos telling us that they will not tolerate fraud (failing to read those "upsells" in full is "fraud" according to them.) LOL!!



The other day, my ID badge somehow fell into the toilet as I was using the bathroom. I think it's a sign.



I could write more, but you get the picture. I wish other West former employees (with 30+ sites across the country there are plenty) would speak out. I also wish people would realize that "you can't get something for nothing" and "if it sounds too good to be true, it probably is". West preys off of people who don't realize this.

Of course they're unfair, it's a telemarketing company. These companies are the scum of the earth and the people that work for them are just slightly better. I think if you're smart and have any conscience at all, you'll leave and get a legitimate job, or at least get some skills and learn something new.



Just because a "business" is marginally legal, doesn't mean it's right to work there.

Of course they're unfair, it's a telemarketing company. These companies are the scum of the earth and the people that work for them are just slightly better. I think if you're smart and have any conscience at all, you'll leave and get a legitimate job, or at least get some skills and learn something new.



Just because a "business" is marginally legal, doesn't mean it's right to work there.

Of course they're unfair, it's a telemarketing company. These companies are the scum of the earth and the people that work for them are just slightly better. I think if you're smart and have any conscience at all, you'll leave and get a legitimate job, or at least get some skills and learn something new.



Just because a "business" is marginally legal, doesn't mean it's right to work there.

Of course they're unfair, it's a telemarketing company. These companies are the scum of the earth and the people that work for them are just slightly better. I think if you're smart and have any conscience at all, you'll leave and get a legitimate job, or at least get some skills and learn something new.



Just because a "business" is marginally legal, doesn't mean it's right to work there.