At West Direct, we understood long ago that maximizing the value of every customer interaction required the technology to ensure seamless operation between bundled service offerings and at the connecting point between our people and your customers. The result is some of the most technologically advanced systems in the world for managing and monitoring your programs.

What's more, we adopt the latest technologies and tools to improve the efficiencies of our people, our processes and our programs - when and where they bring the greatest advantage to your ability to drive revenue and results. Some of these include:

Network Operations Center (NOC)

The only one of its kind in the industry, our NOC ensures uninterrupted service for you. Monitored 24 hours a day, every day, NOC personnel oversee traffic on more than 150,000 toll-free numbers, monitor all of the call handling platform and direct product-specific routing to the best performing agents. What's more, they're able to provide complete disaster recovery for your program, with the ability to instantly redirect calls to other West Direct resources in the event of a natural disaster or significant world event.

Scheduling

Through our state-of-the-art workforce management system, Spectrum®, we're able to ensure the optimum level of staffing is in place and even allow agents to create their own schedules.

Training

Whether performed in-person as part of the development of agents in our contact centers or as part of our customized, online remote training curriculum for home-based agents, West Direct employs the latest technology to speed training times, improve retention and reduce costs.