West At Home Agent

Thanks Rsoler...I take your words...Its true...never take anything personal...Thanks for your words!!! Great help!!!

world1,
keep in mind that once you hit rank 1 other skills will come your way just keep in steady when you hit rank 1...hang in there only the tough survives and also, if you select the hrs that pay more by the min you will earn more money.

Thankyou very much...

Hi everyone,

when it comes to the scripting how strict is west on that? does anyone know? i mean this has been my first week, and i've only done a few hours. the first night i struggled with the script greatly. i have gotten a lot better at it. but there are times when the scripting is basically forcing you to ask something the customer already gave you an answer to.

for example, i had a customer tell me like 3 times they had comcast, and then the scripting has you ask if they are a comcast, adelphia or time warner customer. the way i look at it, if you ask them that after they've already told you the answer 3 times, it's like your not listening, and they get mad. but if you ignore the scripting it counts against you right? what do you do in that type of situation?

i had another situation last night when i received a call for the diabetes care club and the woman said like 5 times it was for her son. and after i got the name and stuff typed in, the scripting has me ask if the person the product is for is male or female. if i ask that i'm going to look stupid considering the lady clearly stated it was for her son. and again, it gives the impression i'm not listening.

i'm just concerend about when i get monitored, how strict they will be on me when it comes to the scripting.

http://en.wikipedia.org/wiki/West_Corporation


I thought you might find this interesting, lol I did!

Hi all,
Hope that those just starting are doing ok. I work DR, and really have not found it to be so bad, yes, Comcast is frustratring. We are basically an overflow, so that a customer gets a human. Some just want to know if service is available in their state, some are experiencing difficulty, fortunately I have not had too many comcast calls.

I really like the diversity of the calls, makes the job less boring. I have even helped to report power outages, take donations for feed the children etc.

It has been my experience that sometimes you cant follow the script to a tee. Fortunately my calls that have been monitered, have not been too far off. I try to just use common sense by trying to scan the script a little ahead if I can, and trying to take cues from what the customer is saying and leading them back to where i want them. I have had one instance of coaching where a pal thought she had to reiterate to me about using the customers name three to five times, and always saying thank you if i say please. Okay, I merely accepted the coaching and moved on. I think for the most part, you need to keep your feedback at 80 percent or above and you will be fine. I would worry if I were to get a PIN, which is notice that performance needs improvement.

Using the product knowledge base has helped alot. And I have asked customers to please hold, while i try to find an answer to their question. I have called PALS when I have had to. Most customers are okay with holding for a minute.

I hope this has helped, the nervousness goes away after a while, and I think, smiling while I talk, and using a confident tone has helped. Stick with it, it gets better. And really there aren't too many companies that allow you to work from home, so I try to really be positive about this job.

Last thing, reading this thread, (sometimes over and over) and any others about west on this forum has really helped too. Glad we have a place to share.

RO,

How long does Webinar take with Sears?


Thanks,

SB

Berni-

thanks for your input/advice. i definately feel like i'm improving and feeling more and more comfortable since i first started. i still struggle from time to time, but hopefully the fact that i'm new will be taken into consideration when i get my first feedback.

anyway, does anyone (who is working on DR) know how to do that bypass offer thing. i remember reading about it during training, where if a customer gets upset with the upsells and specifically says they don't want anything other than what they called in for then there's a way we can bypass the other offers. but i can't remember how to do that. i've had 1 or 2 calls where people said they didn't want me to offer anything else but then i couldn't figure out how to bypass it and kept having to read the green scripting for additional upsells anyway.

thanks,

sarahb2007 are you doing you webinar Saturday?

Mlhatl,

Why yes I am, are you certified in Sears too?

SB

Sarahb207,
webinar takes less than 2hrs

sarahb2007, yes I am. I will be participating in the webinar today as well.

I wish the Webinar didn't take so long! I didn't think it would take almost 2 hours!

I've heard it could last like a hour it just depends on the speed of the PAL or questions I guess.

Well, the webinar went faster then I thought!

Hey Chammero4 it is me again, I am glad to hear that you are getting comfortable. Give it a little more time and you will be a pro.

Hi Chammer04,

I am glad to hear that you are getting comfortable with DR. I knew that u would because it is a little scary to start any project for the first time because you are alone at your house but Dr is the hardest from what I have been hearing. Give a little bit more time and you will be a pro. Dont fret over feedback. just take of each call to your best of your ability and you will be fine,

I was skill training for P**F***ers and I just failed. There were 4 questions that were not covered in any of the modules. I know this for a fact because my method of note taking is screen shots. Also, in the module, where you take the mini tests, there were 2 questions that I couldn't answer. I would click on the correct radio button and hit submit and it would just clear the screen. I had to answer incorrectly/skip the questions just to go forward.

I sent an email to the training department expressing my concerns. My questions to experienced West employees is;
1. Will they review the test that I failed and verify that the answers were available or there wasn't some kind of glitch
2. Will I be eligible for another skill training?

Thanks

Arise (used to be Willow) is not a rip off company but very legit and has been around a long time. I work full time for them from home and earn approx. $3500 per month working 60-65 hours per week. The fees you have to pay to get started are worth it - you will make back the investment in the first week, if you put many hours in. They contract with a long list of big name companies for all kinds of work at home, including some tech support, some sales, and also customer service.
Let me know if you have more questions. I would be happy to help. It is a great opportunity.

Hello everyone,
I have been researching work at home companies and reading all the posts here. The posts have been very helpful, and I decided to apply to West. I was accepted and I received my second e-mail from them which includes the checklist of forms needing to be completed. When I click on a form, I get the page that says, "This page is no longer available. Return to your most active page." The most active page is the form checklist page. I get this message for each form that needs to be filled out. Has this happened to anyone and how did you end up getting the forms? I did e-mail them, but still have not heard back.

Thanks, everyone, for being so helpful!
MJ