Q: Will I be paid for training?
A: Yes, you will be paid an hourly wage for training. Training is conducted online from the comfort of your own home.
Q: Will I be allowed to begin training prior to West's receipt of my background investigation results?
A: No, background investigation results must be received by West (according to West at Home's guidelines) prior to employees beginning training.
Q: Does West at Home have employees in every state?
A: This opportunity is available in many areas throughout the United States. You may check your eligibility by completing our online application process.
Q: Can I work for West both in a call center and as an at-home agent?
A: West employees cannot pursue the West at Home opportunity simultaneously (and vice versa); you may only be employed in one West position at a time.
Q: I'm a former West employee; how do I check my eligibility?
A: You may check your eligibility by completing an online application with West at Home.
Q: If I am hired as an employee with West at Home, am I required to undergo a background investigation?
A: Yes, upon hire and prior to training, employees must submit and pay for their background investigation through West at Home's background investigation vendor.
Q: How much will the background investigation cost?
A: The cost of a background investigation is $31.95.
Q: Will I be reimbursed for the cost of my background investigation?
A: No, employees are not reimbursed for the cost of their background investigation.
Q: When submitting my background investigation, which option do I select?
A: Shortly after being hired, employees will be provided step-by-step instructions on how to submit their background investigation.
Q: What methods of payment are acceptable when submitting my background investigation?
A: Visa, MasterCard, American Express, Discover and/or Diners cards are the only options for payment methods (no exceptions).
Q: Will I also receive a copy of my background investigation report once the results are provided to West?
A: Yes, your background investigation report will be sent to you via email.
Q: How can I make my home office an effective workspace?
- Select a room free of distractions. This is important for you and your customers online. Background noise like the television, radio, or a dog barking can be distracting and unprofessional. You will hear each other more clearly and a quiet environment can help you stay focused on your task at hand.
- Look for a place with comfortable conditions. You may spend several hours at a time in this room, so make it a comfortable place. This includes good lighting (add a desk lamp if overhead lighting is not enough) and appropriate temperature control. Don't forget a comfortable chair.
- Create a spacious desktop. Look for a desk or table that is sturdy (one that can handle the weight of your computer and equipment) and at a good height. Give yourself plenty of space for your phone, headset and computer.
- Be safety conscious. You have a lot invested in your equipment. You can protect your equipment from power outages and surges by plugging everything into a surge suppressor power strip. Keep your cords against the wall and away from traffic areas. Use a spill-proof container with a straw or lid; accidental spills can damage your PC.
- Disconnect your headset and put it in a drawer between your work sessions - anything to keep your smaller equipment safe.
- Stay organized. Find a method that works for you, maybe a desk calendar for tracking your time. Post important numbers like the toll free number for your PAL on your computer.
- Remember that phones must be feature free (i.e. no FAX machines, fax tones, no caller ID, voicemail, answering machine, call waiting, etc.). You must handle one caller at a time. It is highly recommended that you obtain a second line especially if you have a home alarm, or security monitoring service installed in your home. We strongly encourage all employees to use a second phone number for your work line, so that personal calls do not interfere with your customer calls.
Q: What type of phone line is required?
A: The phone must be a feature free land line (no voicemail, answering machines, fax machines, call waiting, etc.) Cell phones are prohibited. Long distance is not required as the calls are inbound (not outbound) call types.
Q: Is a 2nd line required?
A: No, it is not required; however, employees can benefit from setting up a second line to avoid incoming personal phone calls during their scheduled work time. Long distance is not required as the calls are inbound (not outbound) call types.
Q: Can I use a cell phone?
A: No, the phone must be a feature free land line phone (absolutely no cell phones).
Q: Can I use a cordless phone?
A: No, West does not approve the usage of a cordless phone as if the battery to the phone were to lose power this would negatively affect the customer experience.
Q: Can I use my VOIP Telephone?
A: No, VOIP is not supported in the WAH platform by our support teams due to bandwidth and quality issues that have arisen from this technology. The West AT Home Help Desk and PAL teams cannot troubleshoot.
Q: What is the West at Home Helpdesk Assistant?
The West at Home Helpdesk Assistant is a free diagnostic tool offered by West Corporation that will check your PC to see if it is ready for a successful experience as a West at Home Agent by verifying the PC requirements are met. Helpful links are also included to provide you with access locations for downloading required free software.
NOTE: This tool will ask for a valid West at Home User ID and Password, so you must have completed the application process to use this tool.
Q: How will I receive communication from West at Home?
A: Email is our primary source of communication to our applicants and employees, so please be sure to check your email often.