I'm a ex-Westy that was laid off and now a client of West. I got to say, the whole trend West is doing now of offshoring all their support centers, is going to be West's next major downfall. When I have to call a support center, I feel like I'm talking to ATT now (also losing customers), its that bad. The language barrier and lower knowledge base is horrendous. This is going to k–l your customer retention in the long-term and lead to even more layoffs. I don't know what the hell Apollo or this new CEO puppet is doing, but it clearly has no long term strategy behind that cares about any of you still there. West should've never tried to go public in the first place or incur so much debt buying too many companies, which forced them to get bought out by Apollo like this.
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If I were a client I would ask for proof my data was secured and not accessed by recent ransomeware hit to the platform.
Nothing personal against the offshore teams but, a majority of them are highly unskilled and have no repercussions when they "break a platform".
Most get no training and are handed the keys to whatever they want. Here I have to fight just to keep my account active.
that is simply not true many of the reps for the call center are in the Philippines
Its not offshore, just some of the Intake team have accents. They are provided little to no knowledge. the purpose was to create a case for the client not resolve the issue.
In my opinion, a bad idea since that makes Tech support as a whole to have no knowledge and can create escalates.