Available 24 hours a day, 365 days a year, strategically located across the country and around the world – West Direct’s contact center agent solutions continue to provide our clients with the capabilities their programs require. Staffed by top-performing agents, we’re able to ensure the highest levels of service and results, while maintaining careful attention to your bottom line. With West Direct contact center agents you benefit from:

Highly skilled people

West Direct is able to attract the very best agents, often with specialized knowledge and abilities that your programs require. In-house agents have the advantage of face-to-face training with the sales coaches and they also benefit from direct interactions with you, the client.

Proven processes

From agents and contact center management, to training and quality assurance, every facet of our programs and processes is proven effective - in their ability to deliver the efficiencies and effectiveness you demand.

Tools and technology

To maximize productivity and quality, West Direct puts the latest technology and tools at our agents' fingertips to maintain high call quality and results, while minimizing customer contact costs.

Sales environment

To maximize productivity and quality, West Direct promotes an energized and exciting call center environment. This focus, coupled with the agents ability to touch and operate the products they will be selling, ultimately leads to elevated sales results.

The face of the consumer is rapidly changing. To ensure you're able to successfully address the needs of specific customer groups and penetrate emerging and growing markets, West Direct offers bilingual agent capabilities. More than the ability to speak in multiple languages, these bilingual agents are highly skilled in sales and customer care techniques that allow you to better respond to the needs of your customers, while minimizing the cost of customer contact. Languages include:

• Spanish
• French-Canadian
• Other dialects

West Direct’s home agent solution is so effective it’s earned awards from the industry’s leading authorities – and garnered continued praise from our clients. It begins with our ability to recruit the very best people. We then train them on your products, services, brand and even your corporate culture to ensure a seamless experience for your customers. With a home agent solution you gain:

Greater flexibility

Ramp up and ramp down at a moment’s notice to respond quickly to dramatic fluctuations in call volumes. This results in greater call handling during spikes.

Targeted impression

Tapping home agent skill sets allows us to place specific calls to specific employees. Because home agents are geographically dispersed there are many skill sets, that when properly aligned with your program, can greatly enhance your customer’s experience.

Greater environmental benefits

Because agents can work from home, it eliminates the need for lengthy commutes, reducing emissions and gas usage.