Westpark Communications

BACKGROUND

Introduce your business and what you do there.

I work at an international-based company. I’m the US liaison that manages their e-commerce, customer support, and logistics.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Westpark Communications?

Our previous call center had issues with communication with customers, made a lot of mistakes, and didn’t have good systems in place.

We found Westpark Communications to address all of these issues.

SOLUTION

What was the scope of their involvement?

Westpark Communications is now our customer service center. They assist with issues related to warranties, returns, orders, and tech support. They also track shipments as well.

What is the team composition?

My main point of contact is Amy (Client Relations Representative).

How did you come to work with Westpark Communications?

The web developer I work with referred them to me. I did interview a few other companies. Since they’re located in Houston, I went over there for a tour. Everything was professional, and the pricing was reasonable compared to the other call center.

How much have you invested with them?

Over the past few years, we’ve spent about $100,000.

What is the status of this engagement?

We started working together in early 2018.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Their performance has been stable. It’s a straightforward process. I look through their emails between the customers, and they keep the customer happy. They’re even able to resolve hostile customers.

I’m pretty happy with their work. They know exactly how to respond to customers in different situations. It’s exactly what we need.

How did Westpark Communications perform from a project management standpoint?

I think they’re great. We have a monthly report that they provide us. Amy and I have weekly phone calls. Amy is always on time. If she’s going to be late, she lets me know or we reschedule. Their communication is great.

What did you find most impressive about them?

When we had our first meeting, they really listened. They addressed the pain points I had and work well with our company. I really appreciate that.

Are there any areas they could improve?

The core team is always there, but there are a lot of new agents that come in. I’m not sure how they train them, but every time there’s turnover with them, I can tell their response time and how they handle tickets are different. Agents come and go, but there should be a way to get them up to speed as soon as possible. It’s not something they need to improve, but something they need to constantly work on.

Do you have any advice for potential customers?

I like their ticketing system and how they integrated it with our emails. Look into that and make sure that the process works well for you. What might work for us might not work for others.

BACKGROUND

Please describe your company and your position there.

Although it’s been just a month since we became a client, I cannot speak more highly of Westpark Communications. Not only did they assist us in setting up our call structure and script so that’s it’s better than it’s ever been, but they treat us like family. This is vastly different than our last company, that would make the same simple mistakes over and over again, and also made us feel like just another number... If you are searching for a call answering service that is professional, friendly and effective, look no further. I wish I had switched to them many, many years ago. Save yourself the headache and switch to Westpark.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Westpark Communications?

We wanted to find a 24/7 professional call answering service company.

What were your goals for this project?

For callers and our team to have better support.

SOLUTION

How did you select this vendor?

We were impressed with each communication we had with them.

Describe the project in detail.

Although it’s been just a month since we became a client, I cannot speak more highly of Westpark Communications. Not only did they assist us in setting up our call structure and script so that’s it’s better than it’s ever been, but they treat us like family. This is vastly different than our last company, that would make the same simple mistakes over and over again, and also made us feel like just another number... If you are searching for a call answering service that is professional, friendly and effective, look no further. I wish I had switched to them many, many years ago. Save yourself the headache and switch to Westpark.

What was the team composition?

Leadership and call center staff.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our callers are receiving higher quality service with every call!

How effective was the workflow between your team and theirs?

Excellent.

What did you find most impressive about this company?

Attention to detail and people who really care.

Are there any areas for improvement?

No

OPPORTUNITY / CHALLENGE

Why does your firm need back office services? Did you use to handle these needs in-house?

We hire them because they allow us to do more work and it's convenient and efficient.

What types of work can your internal staff avoid by utilizing a back office service?

They document information.

What challenge were you trying to address with the service provider?

We want to gain more revenue.

SOLUTION

What was the scope of the service provider's involvement?

They need to do data entry.

Could you describe the service provider's pricing structure and how they billed you?

We pay hourly.

How did you come to work with this service provider?

I did online research.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They help us gain revenue and sales by freeing up our core staff.

How much time and money does this service provider save you each month?

I would guess about $500.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They improve our revenue.

What are the service provider's strengths?

It is very effective and they have genuine staff.

What areas can the service provider improve?

They could have an office in an urban area.

How long has your company been working with this service provider?

We started March 1, 2015.

How much money do you spend annually with this service provider?

We spend $1,000 to $4,999 per year.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you use to handle these needs in-house?

We use them because of the business demand and sales.

How many inbound calls did your company handle every day?

About 80% of our calls are inbound per day.

What challenge were you trying to address with the service provider?

We want them to focus on customer service and be busy and productive.

SOLUTION

What was the scope of the service provider's involvement?

They provided technical support also.

Could you describe the pricing structure and how they billed you?

We pay in a package structure.

How did you come to work with this service provider?

We found them through business events.

How would you assess the service provider for answering calls, customer service, and communication?

They are innovative and reliable.

How much time and money does this service provider save you each month?

They save us a significant amount of time and money.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They are an innovative company with a great support team.

What are the service provider's strengths?

Their technical support is strong and they are trustworthy.

What areas can the service provider improve?

There is nothing to improve.

How long has your company been working with this service provider?

We have worked with them for two years.

How much money do you spend annually with this service provider?

We spend between $10,000 to $49,999.