West at Home

FAQs

If an emergency/illness arises; may I be excused from a scheduled shift?
	As West is obligated to provide the appropriate number of agents at the right time; we do not offer ET (Excused Time) for personal emergencies (i.e. doctor appointments, phone or internet service provider issues). Excused Time can be applied for West Technical Issues or when the Client requests. If West encounters a system wide technical issue; West Staff will apply ET to all agents on all skills affected within 48 hours of the date in question. If you do not see ET applied after 48 hours; you should contact the West PAL team via email to request assistance with this concern. Please also keep in mind that ET must be entered into the system within 72 hours of the affected date in order for the My Performance stats to be properly updated. Keep in mind that agents are able to delete scheduled shifts as long as the shift is outside the 24 hour window, also the Scheduling System provides Agents the ability to post the hours that fall within the 24 hour window for other At Home Agents to "pick-up". If another Agent picks up the scheduled time then you are no longer responsible for working this shift. The instructions to utilize these options will be provided in our Scheduling System Training Material. Excused Time for Training (ONT) schedules is not a normal practice for West as West does not report on Performance of "Training" time; the My Performance menu only displays Skill Performance data. When an agent has scheduled an ONT schedule but is unable to log in, the agents scheduled time is not counted against the total time allowed for training; the time missed is simply disregarded. Therefore it is not necessary to request ET for a training schedule. ****The ability to remove/delete a shift that is outside the 24 hour window may not apply to certain skill groups, depending on their specific/individual business/client requirement.
Will the calls be monitored by West?
	Yes, West is contracted to provide quality service, secure data and accurate information to each caller. We will record all customer phone calls to ensure professional handling.
Can I use my VOIP Telephone?
	As of now, 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 can not troubleshoot any technical issues you encounter if you are using VOIP and we also can not waiver any performance improvement notices you may receive due to any call taking issues that arise. VOIP is an acronym for Voice Over IP, or in more common terms phone service over the Internet.
What is a PAL?
	PAL stands for Performance Assessment Liaison. A PAL is the point of contact between the At Home Employee and West; available to help support the Agent through training and call processing. To contact a PAL, select the Ask A Question tab above. Please be sure to select the appropriate Department and Topic for timely assistance with your inquiry.
Will taxes be deducted from my payments?
	Yes, the West At Home Employees payments have taxes deducted according to your local guidelines. Please keep this in mind when viewing the Pay Period Summary as all pay tabs on the Employee Web Site display "gross" pay. Gross Pay is defined as the amount of income before taxes and deductions are withheld. The pay stub an employee receives via USPS mail or on the iPay system will display all tax deductions for reference. To view further information regarding your locations employment taxes please go to www.irs.gov
Am I able to enroll in both, the TotalPay Card and Direct Deposit Payment Methods?
	No, you may not have both PayCard and Direct Deposit at the same time. Agents must select one Automated Payment Method type. An At Home Employee may elect to receive their pay by a check delivered to the address on file, direct deposit to their financial institution or deposited into a Paycard account.
What is a TotalPay Card?
	Agents may choose to receive their earnings with one of the following methods: Check Mailed to the Address on file, Direct Deposit or TotalPay Card.The TotalPay Card looks like a credit card because both have the Visa brand and hologram; however, the TotalPay Card is a prepaid debit card. This means your purchase limit is the amount of money that has been stored (loaded) on the card. Credit approval is not required to receive or sign up for a TotalPay Card. The TotalPay Card is accepted at over 700,000 ATMs and any Visa merchant that accepts Visa debit. Look for either the Visa Debit or PLUS logo. If your TotalPay card is issued through Allpoint, you may transfer money from your card to a checking or savings account using the Web site. On the My Account page, click Unload Value from Card. The transaction may take up to five business days to complete. The only way money can be loaded onto your card is through West Corporations payroll system, you cannot personally put money onto your card. Most general questions about the card, as well as details of card transactions can be answered from the Customer Service Web site at mycard.adp.com Or, you may call your bank’s Customer Service number located on the back of the card, which is available 24 hours a day, 7 days a week. There is never a fee to use the Paycard at merchants where debit or signature based cards are accepted. There are some fees associated with other transactions and fees vary significantly by ATM owner. Please view the attached file below for fee details. IMPORTANT: If your TotalPay Card is "Inactive" for 6 months (no transactions for 6 months), the account will be closed.
Can the PC and office supplies I utilize be filed as a tax deduction?
	For the most accurate and up to date information regarding tax deduction details in your area; please contact a local tax advisor or refer to the documentation available on the Internal Revenue Service web site at www.irs.gov
Am I able to work with another At Home Employer while employed as a West At Home Agent?
	Yes, West does not prohibit West At Home Employees from associating with other types of Virtual work from home opportunities although please keep in mind that you should not work both opportunities at the same moment of time. If you work with another At Home Employer, you must keep all scheduling separate to avoid any distractions while working with West At Home as well as any inappropriate background noise that could impact the quality of the service we provide to our clients. Definition of Non-Compete Clause: A non-compete clause, or covenant not to compete (CNC), is a term used in contract law under which one party (usually an employee) agrees to not pursue a similar profession or trade in competition against another party (usually the employer).
Will I be entitled to Benefits?
	The West At Home Employee opportunity is a convenient way to earn additional income right from your home through inbound call processing; however, West will not offer benefits such as paid time off or vacation time. Upon successful completion of the application process, West At Home Employees will have access to a Policy Manual for future reference. If you would like to notify your PAL team about a Vacation, please select the Back option in your Internet Browser to access the Ask a Question option which will allow you to send an email to the appropriate PAL Department.