Call Center Technology

At West, our superior call center technology is just one of the many reasons that today's leading companies turn to us to help grow their business. Our technical expertise and operational capabilities, coupled with years of experience, allow us to provide our customers with contact solutions that provide proven results.

West's Network Operations Center and quality assurance systems are just a small sample of the advanced call center technology that enables us to acquire more customers for your business, while retaining and caring for your existing customers. To learn more about how we employ innovative call center technology into our customer contact solutions, contact West today.

Call Center Technology: Network Operations Center

West's Network Operations Center (NOC) is a powerful, state-of-the-art facility utilizing advanced call center technology to make it possible for West to monitor in real-time, the traffic on hundreds of thousands of toll-free numbers, which allows us to dramatically increase the quality of each call while providing greater cost effectiveness. West's NOC is the only center in the industry that controls all customer contact operations from one central location and is powered by leading-edge call center technology to consistently improve and enhance efficiencies, provide rapid response to any needs that may arise, and maximize the results of each customer interaction.

Discover how West's call center technology can help you optimize your customer contact solution.

Call Center Technology: Quality Assurance

At West, we understand that caller satisfaction is key to a successful campaign. That is why we place a high priority on making sure every call is handled in an educated, courteous and helpful manner. Our Quality Assurance programs utilize the most advanced call center technology available to help us monitor the performance of our agents and line groups more effectively and efficiently.

Our Quality Assurance program allows you to:

• Monitor and save calls, at your convenience or in real time
• Review both the voice and data of each call
• Set business rules for call recording, including an event-driven call
• Build custom QA forms within the system and evaluate calls online while you are monitoring
• Monitor the usage of the system, e.g., supervisor goals or QA goals
• Graph and report data to identify trends or opportunities for improvement

Learn more about how our advanced call center technology can help ensure the effectiveness of your projects. Contact West today for additional information on our innovative contact center solutions.

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