Some of the people that you meet there will become good friends and you might find the love of your life. Training particularly builds a lifelong bond with others, just as any warzone.
The management positions at West are awarded by virtue of attrition - those who are able to withstand a rigorous dousing in a lethargic and arbitrary workplace come to be promoted. Well, of course, unless one of the dance-off winners doesn't like you. In which case, it will be lower-middle-management ordered PINS (performance improvement notices), 1, 2, 3 strikes you are out (lucky you if that is the case). West is a dead-end environment. It is renowned for its ### personalities at the helm. You should think of this organization as a factory job, not a professional career. They hire everyone and their mother. I suggest you go there, tell them all the buzzwords (close the sale) that they want to hear and get hired for training. Once “training” is over and you are “certified”, thrown out on the floor, either do a very horrible job (hang up and curse at callers) or just don’t show up at all. Unless you are completely inept and zombie-like, this place is not for you. It will kill your spirit and destroy your life. They have a strong bias against the LGBT and other minority groups. It is really a clique (or claque) environment, if you don’t have a friend in management then I suggest you look elsewhere for employment. I want to stress, even if you are desperate, this is not the place to go.
Advice to Management
Balloons are not a reward, neither is a snicker bar or a breakfast taco. Breaks should be 15 minutes and lunches should be 1 hour (neither should be taken away for any reason). You are not doing anyone a favor by giving breaks, quit acting like you are. Going to the restroom is a necessary part of everyone's life. If the queue is blowing up, it is the fault of the company and not of the employees. There should be a 5 minute break between calls. Stop stealing commissions, they are not a form of revenue when times are tight (end of year). Get a better system for recording and logging employee breaches like being in not-ready or after call. Go after the real offenders in a direct and fair way, not arbitrarily when you happen to catch someone. Protect all employees, regardless of race, religion, gender, sexuality, or gender identity (change the company handbook specifically so that protected groups have a leg to stand on against biased managers). Up the standards for hiring new employees. Go for quality and not quantity. Raise salaries. This will lower turnover. Protect employees from clients as opposed to the current practice of throwing your own under the bus every time the client's representatives are in town and looking to play bigshot. Stop the rigged incentive competitions, where certain hand-picked employees always win with fabricated numbers. Under your system, those who do exceedingly well are kept on the phone. Excellent performance on the phone should be rewarded with expanding opportunities. Meanwhile, someone who is below-average is promoted to get them OFF the phone. That is counterproductive and leaves no incentive for excellence. Listen to your employees, open your door. Stop the secret meetings and lists of people to ax. Fire reactionary managers who say things like, "you're lucky to have a job at all in this economy". Structure training more like a college environment as opposed to an elementary school. On every project, have someone around who knows what it is actually like to take these calls, as opposed to having managers who have never been on the phone. This representative could point out obvious missteps by management before they take place. Every time a project manager says something that everyone on the floor knows is unrealistic, the morale of the entire group drops. Most importantly, stop treating people like numbers. A company is made of people, not statistics.