Support you can depend on.

For years, we have been providing agent-based and automated solutions to government agencies in support of federal, state and local programs. In 2008, the West Direct Government Services Group was formed to provide a higher level of service and support to the government sector.

West Direct Government Services Group partners with government agencies and their partners to provide multi-level customer contact solutions allowing them too quickly and effectively communicate and respond to citizens. Utilizing Direct Connect, our VirtualACD solution, we can integrate two or more call centers from different entities to support your program. This unique ability to blend our solutions with other contact partners and contact delivery systems gives you the opportunity to view your program as one centralized solution.

We can help your agency by providing:

Cost reductions via call automation and improved call handling processes
Secure facilities, networks and call delivery systems
Premise based on-shore and
off-shore agents
Geographically dispersed
home-based agents
Bilingual agents
Satisfaction survey results that can drive meaningful change.

West Direct also provides employment opportunities to many economically depressed areas by employing individuals as work-at-home agents to support our services.

We support the following types of programs:

Care Programs
Automated Self-Service Solutions (IVR)
Automated Notifications, including Disaster Recovery
Collections/Receivables Management
Satisfaction Surveys
Virtual ACD solutions including Direct Connect, our state-of-the-art enterprise call delivery system