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Whether you want orders taken during peak hours, nights and weekends, or even on holidays, our agents answer the call any day or time of the year.
Hiring the right call center matters. Be confident knowing that your customers will fulfill their order with local U.S. based agents only.
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.
Since 1968, Westpark Communications has been a trusted outsourcingcall center providing customer service solutions to companies large and small.
Qualifying leads as part of your marketing campaign might sound challenging in a time when there is an influx of inquiries coming in about your product or service. While we do not do residential cold calling, your lead gen efforts are of the upmost importance seeing as cold calling homes can lead to fines and being placed on the Do Not Call list.
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:
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.
Basic web submission forms are a standard on most websites where you take a visitor's name and email address. Sometimes these are registration forms where visitors provide their name and email to receive a digital newsletter.
A call center agent should be able to answer questions, route phone calls to the correct individual, take orders, schedule appointments, and more. Before hiring a call center, it’s important to understand the services they offer, and what the needs of the business are.
Knowing what a customer's true pain points are will make a follow-up call all the more important. With this alone, you have a good starting point for hiring a call center to handle the generation of new leads.
When you or your call center is creating a phone script, you want to do so in a way that encourages the caller to set up an appointment or schedule time for a meeting with one of your sales experts. The quicker you get those list of leads over to us, the easier it will be to initiate a conversation about your product or service.
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:
Moreover, businesses 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
It's important that your script encourages the prospect to build a relationship with B2B and residential prospects on your behalf rather than attempt selling techniques. Despite your success with inbound marketing practices, you should know immediate selling to prospects is a big turn-off.
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?
Before hiring a call center for your business, make sure to fully understand the terms and conditions of their service contracts.
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.
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 durations.
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 bi-lingual and multi-lingual, so be sure to reach out and ask if that is something you business requires.
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.
Converting a lead into opportunities through phone calls is only going to work if your phone agents have as much information as possible. So you may need more than just a name and phone number before starting a real conversation.
One reason for this is the prospect may ask specific questions about your products that the phone agent may not initially know. Our call center encourages you to take the lead in taking part of our training classes either in person on via conference calls so that our agents can familiarize ourselves with your brand.
Westpark Communications goes above and beyond to become an extension of your company. It is entirely up to you how transparent you would like to be about using our services.
Whatever reason you are leaving your call center for, it is never an easy choice to make. But 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 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.
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 (and any team member that you communicate with for that matter), we will seamlessly walk you through every step of the way.
We provide outbound customer service. 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. Professional customer support is available 24/7 on-demand.
The work that you put in during the day is valuable. The last thing you want is a call center that makes your job more difficult. At Westpark, we understand the importance of partnering with you to expand your sales reach and provide remarkable customer service.
Some of the most successful eCommerce businesses use commercially available eCommerce shopping cart systems. These solutions-focused systems allow for companies to quickly resolve client related issues by tracking and monitoring progress and communications. Many of our clients use these systems in order for them to effectively communicate with their most valuable clients. At Westpark, we are experienced with the many eCommerce shopping cart systems such as:
Many other call centers do not have this technical capability and may ask you to alter your business process to accommodate their limitations. Regardless of the eCommerce system, CRM, or ticketing system that you use, our professional agents offer you the flexibility of working directly with your systems to manage your customer experiences in real-time.
Having an eCommerce 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 order taking 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 customer support 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.
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.
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"Westpark Communications has assisted our company greatly from our inception seven years ago to the present. The company and its staff have been remarkable assisting with our calls on a complete customer-based level, call overflows as well as assisting us during major catastrophes.
Their partnership with our company has made us one of the top Water and Wastewater Operations company in our region. We thank them for their years of service and look forward to them assisting us into the future."
Si Environmental LLC
Our customizeable script-prompting system for calls, live web chat and emails result in seemless client interaction.
Live answer agents are available 24/7/365, so you never have to worry about sending another client to voicemail again.
Not only will we answer your calls, we also qualify leads and set them up for appointments when they meet predetermined criteria.