Outsourcing Communications: Focus on Your Core Business

Looking to reduce overhead and increase efficiency? Our US-based 3rd party solutions provide exceptional service to every area of your organization.

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24 Hour

Call Center

Whether you want calls taken during peak hours, nights and weekends, or even on holidays, our agents answer the call any day or time of the year.

100%

U.S. Agents 

Hiring the right call center matters. Be confident knowing that your customers will fulfill their order with local U.S. based agents only. 

2

Rings or Less 

99% of all calls into our call center are answered by a live agent in 2 rings or less, and the vast majority are answered in just 1 making sure you never miss a call.

50

Years Experience 

Since 1968, Westpark Communications has been a trusted outsourcingcall center providing customer service solutions to companies large and small.

Who is a BPO Call Center For?

BPO Call Centers are for those who need a 3rd party to manage their communication needs while reducing operations expenditure. For larger organizations, both efficiency and reputation management is essential: Mid and back-office operations need in-house employees to spend more time processing data and less time on the phone. Product and business service companies need a call center to support their company brand and processes when they dispatch a technician or qualify a lead.

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 methodology used, the primary objective of any call center is to facilitate effective communication between a business, and the people contacting that business.

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

  • 24/7 live call answering
  • Interactive voice response (IVR)
  • Message relay and dispatch
  • Live web chat response
  • Toll free and area code-specific phone numbers
  • Online web portals to review calls
  • Email 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 that the call center is representing. That’s why, above all else, the ability to effectively communicate should be considered top priority when hiring a call center.

 

Partial BPO Outsourcing for Communications 

A call center agent should be able to answer questions, route phone calls to the correct individual, 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 not available?
  • Do you need a more proactive call center that can nurture sales leads, and help grow your business?
A good call center should be able to handle requests across various outlets including the phone, web and email. A robust call center will manage any and all of these communications with your organization's goals in mind.

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 that growth.

 

Call Center Mission

The primary mission of every call center is to answer the phone when someone calls, but more and more businesses are relying on call centers to help find creative and effective solutions to proactively grow their businesses. For those businesses that need a call center to go beyond just answering the phone, its important to find out what type of advanced service offerings they have. Some of the more advanced offerings include:

  • Custom script prompting and call workflows
  • Sales lead qualifying
  • Bilingual and multilingual agents
  • Advanced Web or CRM integrations
  • Call recording access
  • Customized reports

Moreover, business may want to consider whether or not prospective call centers that have direct industry experience and/or the necessary qualifications to operate in that particular industry:

  • HIPAA-certified agents
  • Oil & Gas Experience
  • Business Services
  • Order Taking
  • Retail Electricity Knowledge

Takeaway?

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

 

Building a Custom Quote for Services

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

Total Cost Analysis

Takeaway?

Before hiring a call center for your business, make sure to fully understand the terms and conditions 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 to consider when choosing a provider that’s right for your business. While every call center is different, and the products and services offered will vary from company to company, when it comes to location there are only two options to consider: onshore and offshore. Onshore call centers are based locally in the United States, while offshore call centers are based in a foreign country - often, but not always, in Asia.

 

OFFSHORE

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

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

ONSHORE

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

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

Many onshore call centers have agents that are bilingual and multilingual, so be sure to reach out 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-hand experience with an offshore call center. Westpark Communications is a US-based outsourcing call center with specialized experience that has been in business since 1968. We are located in Houston, TX with a secondary office in Nashville, TN.

 

How is Westpark Communications different?

Whatever reason you need a Business Process Outsourcing call center, it is never an easy transition to make. But it is necessary to keep an organization running smoothly for your employees and customers.

Westpark Communications has been in business for 50 years and has helped thousands of businesses 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 their growing process including retail electricity and oil and gas clients.

 

Looking to switch call centers?

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

From our Client Services team to our Account Executives, we will walk you through every step of the way.

 

Full-Service Customer Support

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

  • Call Escalation
  • Alert Monitoring and Communication Initiation
  • Order Processing and Shipping Updates
  • Lead Organization and Management
  • Billing Questions
  • Returns and Exchanges

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

 

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We Work With Your Business Processes 

Hiring the service of an outsourcing call center allows you to focus more on the growth and development of your company and worry less about answering phones during high-volume call periods. A great call center should be equipped with highly-trained and courteous live answering 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 as well as perform outbound customer service. Professional customer support is available 24/7 on-demand. Top BPO call centers use cutting-edge technology to aid trained operators in promptly answering calls as well as processing 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 additional people in your premises to oversee the proceedings. Not every business may be operating out of a physical address, and renting another facility just isn’t a viable option. If processing orders and qualifying leads is high priority for you, a wise decision would be to outsource the function to a professional call center.

 

Order Taking Services

Having a BPO call center to look after your customer communications means you can cater 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 and processing 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 constantly rising. By having a well-trained team with great communication and customer relationship skills, you can maintain higher customer satisfaction.

You no longer have to miss out on business. Outsource the order processing component of your business to a skilled call center to not only increase your revenue, but also establish the relationship that you have with your customers.


Choose the Right Partner

When 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 your business 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. Westpark has satisfied clients of all types and sizes and hopes to help you next.

Choose a partner, choose Westpark.

Request Your Custom Quote Today!

Fill out the form below to be contacted by one of our experienced account executives.

They'll work with you to develop a custom plan for your call volume and budget.

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


David Watrous
COPilot Service Group / COO

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Improve Customer Care

Our customizeable script-prompting system for calls, live web chat and emails result in seemless client interaction.

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Never Miss a Call

Live answer agents are available 24/7/365, so you never have to worry about sending another client to voicemail again.

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Increase Sales Leads

Not only will we answer your calls, we also qualify leads and set them up for appointments when they meet predetermined criteria.