Customer Service Outsourcing.

A company's decision to outsource customer service is based upon many considerations. Customer service outsourcing is certainly a way to free your business from the time and expense required to run an effective customer care center, to focus your talents on your core competencies. But there are also concerns. You want your customer service outsourcing solution to be transparent to your customers. It's crucial that they feel as though they're calling your company, that they're speaking to your employees, someone who knows your products and/or services, your culture, your brand. Someone who not only can effectively address technical concerns and support your products, but who has the knowledge required to upsell or cross-sell. It's also vital that you're able to analyze your customer service outsourcing solution's performance, that your customer care or customer acquisition program has the flexibility to respond to unforeseen trends and call volume surges. West has been creating and delivering proven customer service outsourcing solutions for more than twenty years; contact us to discuss how our combination of experience, talent, and technologies can meet your customer service outsourcing needs.

To Outsource or Not to Outsource Customer Service?

That is the question. You may be looking into customer service outsourcing because your current customer service department is draining resources and causing you to focus attention away from your core business development and toward training, analysis, and quality assurance in customer care. You may be growing out of your current customer care center. You may have key people in product and service development answering the phones and responding to customers, when they need to direct their talents back to optimizing and developing your company's offerings. You may not need a comprehensive customer service outsourcing solution or a full-scale customer care center, but one that supplements and complements your current customer service. Whatever you need, West has a solution. Our offerings include state-of-the-art call centers, skilled home agents, and advanced voice self-service systems, from which we can create the ideal customer service outsourcing solution to fit your company.

Customer Service Outsourcing to Suit Your Needs

There is no "one size fits all" customer service outsourcing solution. There are significant differences across industries, and between companies within industries. Every company has its own brand, its own culture, something that makes it unique. Our extensive training, comprehensive variety of services, vast resources, leading technologies, and flexibility enable us to customize our customer service outsourcing capabilities to fit your requirements, whatever those requirements may be.

• Customer Acquisition: Our customer service outsourcing solutions can help you move from making a sale to developing a relationship, lengthening and deepening the customer lifecycle, and maximizing return on investment.
• Customer Care: When you outsource customer service with West, we become an extension of your company; deep training combined with talent and proven experience enables our agents to be your agents, developing a more meaningful dialogue with your customers and, with it, a longer, more profitable lifecycle.
• Direct Response: Since 1986, West's customer service outsourcing services have processed more than one billion calls for hundreds of leading direct response companies; let us put our proven expertise and cutting edge technologies to work for you.
• Upsell/Cross-sell: We understand your business, your products and services, and your customers. We combine hard data detailing past purchase histories with a keen sense of customer behavior to maximize every opportunity.
• Business-to-Business: Our unmatched customer service outsourcing experience in the Healthcare, SMB and Consumer Products markets enable us to offer a suite of integrated services and tools that ensure that you'll not only enjoy more sales, but a lower cost per sale.
• Public Safety: Intrado, a subsidiary of West Corporation, uses its more than twenty-five years of experience providing complete, reliable information for communications providers, public safety organizations and government agencies to help providers deliver a full range of services to their subscribers.

Why Outsource Customer Service with West?

We hire the best people, then train them to be even better. Our agents are among the most highly skilled in the industry, and we're constantly honing those skills; we train to not only be experts about your company, your products and services, and your brand, but to be the leading experts among customer service outsourcing companies. We deeply invest in both our people and our technologies; if they're good, we work with them until they're the best. We hone. We optimize. Ceaselessly. And not only do we have the most comprehensive set of tools in the industry, but we know how to use them in multiple scenarios, and we can customize our extensive offering of customer service outsourcing services and tools to suit any outsourcing need for any company in any industry.

West's customer service outsourcing quality assurance procedures ensure performance standards are set and, without exception, adhered to. We ensure our performance standards match your specific needs. And then our real-time reporting and analysis will let you know how we're doing, whenever you want to know. Please contact a West representative today to discuss how we can meet your customer service outsourcing needs.

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