Call Center Outsourcing | Westpark Communications

https://info.westparkcom.net/call-center-outsourcing[7/18/2019 6:01:22 PM]

Outsourcing CustomerSuccess: Gain Repeat Buyers

Looking to switch call centers? Our representatives provide exceptional customer serviceby taking orders online or over-the-phone and answering questions about your product orservice.

Never miss another call again! Fill out the form below.

Or call to get setup by a call center account executive 800-248-3238

24 Hour

Call Center

Whether you wantorders taken duringpeak hours, nightsand weekends, or

even on holidays, ouragents answer the

call any day or time ofthe year.

100%

U.S. Agents

Hiring the right callcenter matters. Beconfident knowing

that your customerswill fulfill their order

with local U.S. basedagents only.

2

Rings or Less

99% of all calls intoour call center areanswered by a liveagent in 2 rings orless, and the vast

majority areanswered in just 1making sure younever miss a call.

50

YearsExperience

Since 1968,Westpark

Communications hasbeen a trusted

outsourcingcall centerproviding customerservice solutions to

companies large and

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small.

What Call Centers Offer Call centers offer a wide array of products and services, including live call answering,interactive voice response (IVR), message dispatch and more. Regardless of the methodologyused, the primary objective of any call center is to facilitate effective communication between abusiness, and the people contacting that business.

Some of the most common services offered by call centers include:

24/7 live call answeringInteractive voice response (IVR)Message relay and dispatchLive web chat responseToll free and area code-specific phone numbersOnline web portals to review callsEmail response

Whether the communication takes place over the phone, via online web chat, or through email- every interaction that a customer has with a call center agent is reflective on the business thatthe call center is representing. That’s why, above all else, the ability to effectively communicateshould be considered top priority when hiring a call center.

Selecting the Right Call CenterA call center agent should be able to answer questions, route phone calls to the correctindividual, take orders, perform tier 1 technical support , and more. Before hiring a call center,it’s important to understand the services they offer, and what the needs of the business are.

Do you just need someone who can take a call and relay that message when you’re notavailable?Do you need a more proactive call center that can nurture sales leads, and help grow your

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business?A good call center should be able to handle requests across various outlets including thephone, web and email.

Takeaway?

Before hiring a call center, make sure to get a full list of the products and services they offer.Find out if it can proactively help grow your business, and what it can do to help facilitate thatgrowth.

Additional Call Center ServicesThe primary mission of every call center is to answer the phone when someone calls, but moreand more businesses are relying on call centers to help find creative and effective solutions toproactively grow their businesses. For those businesses that need a call center to go beyondjust answering the phone, its important to find out what type of advanced service offerings theyhave. Some of the more advanced offerings include:

Custom script prompting and call workflowsSales lead qualifyingBilingual agentsAdvanced Web or CRM integrationsCall recording accessCustomized reports

Moreover, business may want to consider whether or not prospective call centers that havedirect industry experience and/or the necessary qualifications to operate in that particularindustry

HIPAA-certified agentsDirect experience with lawyers, property managers, etc…Testimonials from current clientele

Takeaway?

A quality call center should do more than just answer the phone. Find out if the call center hasany experience in your industry and asks what products and services they offer that can create

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more opportunities for business growth.

What's a reasonable price to spend on call centeroutsourcing?

The cost of outsourcing your call center is dependent on a multitude of factors. How manyminutes do you need per month? Do you want to go the cheaper route and hire an offshore callcenter where English is not their primary language? Are there additional features and benefitsthat cost extra? Are there any long-term contracts that will impose additional costs if thoseterms are broken?

Get Reviews and Pricing Information From Westpark Communications' Clients

Takeaway?

Before hiring a call center for your business, make sure to fully understand the terms andconditions of their service contracts.

Does it matter where my call center is located?The physical location of a call center, and it's agents, is one of the most important factors toconsider when choosing a provider that’s right for your business. While every call center isdifferent, and the products and services offered will vary from company to company, when it

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comes to location there are only two options to consider: onshore and offshore. Onshore callcenters are based locally in the United States, while offshore call centers are based in a foreigncountry - often, but not always, in Asia.

OFFSHORE

There are a number of benefits to choosing an offshore call center - the most notable of whichbeing cost. While it's not always the case, foreign call centers usually cost less to operate thanone that’s based in the United States. Offshore call centers also do a reasonably good job atresponding to straight-forward interactions with customers and relaying any messages thatcome from those interactions back to the business.

Where offshore call centers often fall short is the language barrier between the call centeragent and your customers. Customers may get upset and demand to "...speak to someone inthe U.S." if that’s where the business is located. The communication barrier may also takelonger to complete the desired outcome of the call, resulting in higher call durations.

ONSHORE

There are a number of benefits to hiring an onshore call center - the most notable of whichbeing the ability to effectively communicate with customers, which are more likely to report apositive experience with the brand they interacted with.

While onshore call centers will be better able to communicate with the majority of customerscalling in, one potential drawback of hiring an onshore call centers is cost. While most onshorecall centers are full featured and offer a better customer experience, they do typically cost morethan offshore call centers.

Many onshore call centers have agents that are bi-lingual and multi-lingual, so be sure to reachout and ask if that is something you business requires.

Takeaway?

Almost every American that's dealt with a large company over the phone has first-handexperience with an offshore call center. Westpark Communications is a US-based outsourcingcall center with specialized experience that has been in business since 1968. We are located inHouston, TX with a secondary office in Nashville, TN.

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How Does Custom Training Work?If you desire for our training staff to hold custom training sessions for our agents, then we aremore than happy to accommodate you. Our clients typically provide us with training material aswell as access to the main platform that their company uses such as a CRM, ERP, oreCommerce type of platform. Keeping a "Knowledge Base" or online library is also helpful infacilitating a training session. Our clients enjoy the flexibility that we give them in setting thetone for their newly outsourced department.

We always encourage our clients to be part of the process for custom live training, which canbe done remotely or by visiting one of our locations in Nashville or Houston.

How is Westpark Communications different?It is necessary to keep your commitment to high-quality service for your customers.

Westpark Communications has been in business for 50 years and has helped thousands ofbusinesses grow throughout the decades. Some businesses started off as "mom and pop"shops and now serve many customers nationwide all while having us as there through theirgrowing process.

Looking to switch call centers?Our commitment to you is to make the onboarding process as smooth as possible. You canstay with your call center during this transition while we provision your account, write yourscripts, and walk you through what everything will look like via an interactive web conference oran in-person visit.

From our Client Services team to our Account Executives (and any team member that youcommunicate with for that matter), we will seamlessly walk you through every step of the way.

Our call center provides full-service customer

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support.Customer services means more than taking orders or nurturing leads. We specialize in savingyou time and delighting your clients through every stage of the customer life-cycle.

Call EscalationAlert Monitoring and Communication InitiationOrder Processing and Shipping UpdatesLead Organization and ManagementBilling QuestionsReturns and Exchanges

It is important for us to know your best practices in all areas of the customer life-cycle. Thisincludes making returns, exchanges, or rescheduling appointments per customer request.

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Other Benefits Hiring the service of an outsourcing call center allows you to focus more on the growth anddevelopment of your company and worry less about answering phones during high-volume callperiods. A great call center should be equipped with highly-trained and courteous liveanswering agents that attend to all of your communications in a timely and professional way.

Inbound call center services provide real-time call coverage for your business needs.Professional customer support is available 24/7 on-demand. Top eCommerce call centers usecutting-edge technology to aid trained operators in promptly answering calls as well asprocessing orders seamlessly so that transactions become easier and faster for you.

Call center customer support is available anytime. Also, you do not have to employ additionalpeople in your premises to oversee the proceedings. Not every business may be operating outof a physical address, and renting another facility just isn’t a viable option. If processing ordersand qualifying leads is high priority for you, a wise decision would be to outsource the functionto a professional call center.

We custom tailor solutions to your businessprocesses.

The work that you put in during the day is valuable. The last thing you want is a call center thatmakes your job more difficult. At Westpark, we understand the importance of partnering withyou to expand your sales reach and provide remarkable customer service.

Some of the most successful eCommerce businesses use commercially available eCommerceshopping cart systems. These solutions-focused systems allow for companies to quicklyresolve client related issues by tracking and monitoring progress and communications. Many ofour clients use these systems in order for them to effectively communicate with their mostvaluable clients. At Westpark, we are experienced with the many eCommerce shopping cartsystems such as:

ShopifyMagentoWooCommerce

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PrestaShopOpenCartZen Cart

Many other call centers do not have this technical capability and may ask you to alter yourbusiness process to accommodate their limitations. Regardless of the eCommerce system,CRM, or ticketing system that you use, our professional agents offer you the flexibility ofworking directly with your systems to manage your customer experiences in real-time.

Is a 24 Hour Call Center Right for Your Business?Having an eCommerce call center to look after your customer communications means you cancater to more customers anytime of the day and expand your business.

How great does it sound that a professional order taking service is answering calls andprocessing orders for your business day in and day out, even while you’re asleep?

A 24/7 business choice is more viable, especially since the industry competition is constantlyrising. By having a well-trained order taking team with great communication and customerrelationship skills, you can maintain higher customer satisfaction.

You no longer have to miss out on business. Outsource the customer support component ofyour business to a skilled call center to not only increase your revenue, but also establish therelationship that you have with your customers.

Choose the Right PartnerWhen you choose a call center, you should choose more than just a bill you pay every month--you should choose a partner. A partner communicates with you regularly, understands yourbusiness goals, and works with you to provide the service you and your clients deserve.

No matter your size or volume, you could benefit from an eCommerce call center. Westparkhas satisfied clients of all types and sizes and hopes to help you next.

Choose a partner, choose Westpark.

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"Westpark Communications was a lifesaver for our company! As anew business that required a customer service department weneeded to have calls answered in a timely manner . . . They tookthe time we needed to be sure that all scripts were exactly how werequested and paid very close attention to detail . . ."

David Watrous COPilot Service Group / COO

Improve Customer Care

Our customizeable script-prompting system for calls,live web chat and emailsresult in seemless client

interaction.

Never Miss a Call

Live answer agents areavailable 24/7/365, so younever have to worry aboutsending another client to

voicemail again.

Increase Sales Leads

Not only will we answer yourcalls, we also qualify leads

and set them up forappointments when they

meet predetermined criteria.

Better Customer Care Starts Here

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Answer every call, day or night, with 24/7 live call answering services fromWestpark.

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