customer service representative

skilled laborer

vice president

network engineer

executive assistant

WNS Global Services

Education/training is on your own watching videos. The training software rarely worked and non of it prepares you realistically for the calls you will receive.  The metrics are impossible to keep.  Try to write a homeowners policy in under 13 minutes!  As soon as you go over this, sups are messaging you while you are on the call to wrap it up.  Then you will have a meeting about taking control of the call.  Their bonuses depend on you getting  your metrics. Plus you have to document in notes every single thing you say and that the customer asked even though the call is recorded.  It takes 7 minutes to log onto the system and you can’t clock in any sooner than 5 minutes before your shift.  (They give you slow, out dated laptops to use.)  So you start each day 2 minutes late (at least, longer if there is a mandatory system update) and will get an occurrence if you have a jerk sup.  They use Right Answers as guidelines for calls and it’s hard to follow to find the answers you need.  There’s little to no support support if you need help.  Your response to questions is to use right answers. You have to submit dr notes for every single time you are sick, notes from internet provider ever single time your internet glitches, or from your electric company if your power goes out.  If you don’t then it’s an occurrence. The sups monitor your every move via screens or webcam.  You have to take a competency test every month and you aren’t allowed time away from calls to do it.  So either you do it during your lunch break or while on calls or between calls.  It’s very much a sink or swim position and they do not care at all about you.  There are just a lot better companies to work for.  HR is useless.   They do not respond to you regardless of your questions.   It’s just not a great environment overall. 

After Travelocity decided to get out of the over-the-phone travel booking business in 2014, the company that purchased this business decided it was not interested in maintaining domestic call centers. But the company with which they were currently contracted - Capital One -  insisted on having agents in the United States service their calls, and wanted to retain the services of the agents they had been working with - us. So in a complex business transaction, our facility was purchased by WNS Global Services, a multinational company based in India but very interested in establishing a foothold in the United States. In time Capital One developed a relationship with an alternate provider, and much of the WNS Wilkes-Barre facility business moved to a contract with Bank of America. Eventually the facility migrated to a contract with American Express, which established a new work culture and pay structure. When this contract ended in September of 2018, American Express decided to move on to other options, and WNS elected to close the Wilkes-Barre facility.

During this whole pandemic not only they have not let go on people, like so many others did, but they actually offered more incentives to support and motivate employees. Most of us were sent to work from home and for those still in the office they took all necessary safety actions like temperature check, masks and gloves, sanitizer and disinfecting wipes for everyone, plus a person from a specialized cleaning company wiping computers and desk all day long.
What it really impressed me is that management cares for the staff in a genuine way. Many of my coworkers have kids and with schools being closed it was never a matter of “you can’t take off” it was always “family comes first and we’ll support you with whatever we can”.
After 2 years I was kinda looking for something else to escape from the repetitive work but after witnessing the WNS response to this whole corona madness I am not going anywhere else. The security of my job and being treated like a human not just a number it’s more important than anything. Life around the world turned around like crazy, I don’t know what I would have done without a job or having to live with a pay cut like so many other people out there have experienced. 

Working at WNS Global Services was a disappointing experience overall. The company offers very little growth or employee support. Salary structure is weak compared to workload, and there are hardly any meaningful increments or performance hikes even after putting in consistent effort. Leave approval is also difficult, and work-life balance becomes stressful over time.

Management communication is poor, and employees often feel undervalued and replaceable. Internal process changes happen frequently without proper training or support. Career growth opportunities are limited, especially for employees trying to move into better finance or analytical roles. Employees are expected to handle pressure continuously without proper appreciation or compensation.

The work environment depends heavily on the process and manager, but overall morale appears low in many teams. For freshers, it may provide temporary experience, but long-term career development and employee satisfaction are lacking. The company should focus more on employee well-being, fair compensation, transparency, and genuine career progression opportunities.


My last company provided an excellent work environment that fostered growth and innovation. The leadership team was supportive and approachable, always encouraging professional development and continuous learning. They offered a dynamic workplace culture, where collaboration and teamwork were highly valued. Employees were empowered to take ownership of their projects, contributing to a sense of fulfillment and achievement. The company’s focus on work-life balance and employee well-being ensured a healthy, positive atmosphere, enhancing overall productivity and job satisfaction. Regular feedback and performance reviews helped employees improve and align with the company’s goals. The organization also promoted diversity and inclusion, creating an environment where all voices were heard and respected. With a forward-thinking approach, the company consistently stayed ahead of industry trends and was known for its commitment to innovation and quality. Overall, it was a great place to work, with opportunities to grow and excel both professionally and personally.








The ability to work remotely is good. Equipment setup was hard and a few items had to be sent back and replaced. Self-training on products was a new experience, with some irrelevancy on product lines/states no longer represented. Training on systems is very hard. New representatives are mostly told to go to an online knowledge base to "read through the procedure" and puzzle out what should be done on a call. The "dummy" account and systems environment is a disaster, so practice in processing customer requests like endorsements, cancellations, reinstatements, rewrites, etc., is a nightmare. I absolutely did not feel prepared to go on the phones after a 3 week rushed through training period.

If these items can be overlooked, then this could be a good first insurance job if one has just received a property and casualty license; but be careful if working in a remote/virtual environment is not for you.

At first the job sounded great and matched my previous experience. I even worked for the client via another vendor, but it was much different back then. They are in the process of changing systems thus workers are expected to know two different systems and processes which are completely different depending on which call you get which makes the job stressful. While the new customer system is much better, the program solutions guide is not. It is extremely difficult to follow with too much redundant information. I think a third grader could create a more seamless guide for the employees to follow which is pretty sad. Otherwise, the pay is fairly competitive, and the job could be great for those who are patient and take the time to learn each system. If you are not liked there, they may set you up via fake missed calls and other type of abusive calls. I was called many names there and felt like I was in a romper room at times. If you are one of the few to be accepted, you will be ok. 

Training was intense and dramatic. I am licensed as P & C agent. In Allstate University training you learn both roles. One of a Unlicensed Customer Service Representative and as a Licensed Agent (Licensed Service) which makes training intense. You have learn the roles and process of each. Which made no sense at first because I am licensed, why am I learning the roles of a Unlicensed Customer Service. This is very hard to separate the two. It can be a bit confusing. At first in training I had grasp of what my role was for UL. As you go further in Allstate University you learn what your role is as Licensed Service. So now you have to grasp how to handle the call or calls that are transferred to you, is it your scope, state references, and or should this be transferred to a agent. It's can be very difficult to understand exactly what your scope because the knowledge base is forever changing from day to day.

the hourly rate is a joke, you can make just as much flipping burgers.  Bonus package changed so u never know what your going to get.  You get 20 vacation days a year that are earned per month.  However you cant call in sick without a doctors note, that u have to pay 50 dollars for(with company insurance).  Also if u cant schedule a day off and call in sick they take 50 percent of your already very small bonus and do not pay u for that day even if u have vacation day on the books.   Vacation days have to be scheduled 7 to 8 months in advance or all the days are blocked off.  You work every holiday and at least one weekend day a week.  The company that they subcontract for changes things every 3 months so u never know what direction your job is going.  Last but not least you performance is judged by surveys, so if the person is unhappy with the company your the one that suffers.  I have to say that I worked in allot of call centers and by far this one is the worst.

From the top (Management-lack thereof) to the bottom (CSR's) this company is very disorganized and highly unprofessional. Riddled with ambiguous consensus and non-compliant state regulated practices beware if you are a licensed producer. If you love an environment that cultivates hostility, condones unprofessional practices, extremely low morale and remaining complacent, this is the perfect place for you! Company "regulated" standards are not adhered to at best and the management is more concerned with workplace drama than doing what they are paid to do, work and supervise themselves/employees. Workplace performance evaluations are based on personal, non-work related preference as opposed to actual competency/job performance.

Top Job Titles	Average Salary
Customer service representative 27 salaries reported	$28.09 per hour
Skilled laborer 2 salaries reported	$27.50 per hour
Vice president 1 salary reported	$220,000 per year
Network engineer 1 salary reported	$103,210 per year
Executive assistant 1 salary reported	$19.50 per hour

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