In April 2020, Westpark Communications partnered with a global industrial equipment rental company. Over the next four years, we reshaped the customer support experience through efficient call center management. This post delves into the success story of this collaboration, showcasing how strategic outsourcing can revolutionize customer support in the industrial sector.
Service Overview
Westpark Communications offered the client extensive geographic coverage, operating seamlessly across different regions and time zones in the United States and Mexico. This involved the delivery of around-the-clock support, with a specific emphasis on managing overflow calls during regular business hours and providing comprehensive assistance after hours. The emergency response mechanism was characterized by the prompt engagement of on-call personnel, strategically equipped with custom scripting designed for each location. Our approach also included tailored Spanish scripting to cater specifically to the client’s operations in Mexico.
The integration of real-time management access stands out as a pivotal feature. It empowered client management by providing instantaneous access to update on-call schedules through an intuitive and user-friendly portal. This streamlined communication processes and enhanced overall coordination within the system. In addition, the reporting system played a crucial role in maintaining transparency and accountability. Automatic daily reports were diligently generated and delivered to the management team at each location. These reports offered a comprehensive overview of every message received, contributing significantly to tracking performance metrics, improving response times, and assuring employee accountability. This multifaceted approach ensured high operational efficiency and responsiveness within the call center management structure.
Account History
The client specialized in renting industrial equipment, predominantly catering to multinational oil and gas corporations. Their offerings encompassed a range of specialized equipment, including air compressors, boilers, and dryers. By early 2020, the client sought a remedy for prolonged wait times experienced with their previous call center. This is what led to the initiation of a partnership with Westpark Communications in April of that year, at which point the client operated across 12 departments distributed across 12 locations.
As the relationship progressed over the next four years, the services provided had a notable evolution. The support initially offered during after-hours expanded into a more comprehensive overflow support system. In recognition of the elevated level of service and enhanced support, the client upgraded to a Tier II account.
The support initially offered during after-hours expanded into a more comprehensive overflow support system.
Operational Details
Upon initiating the partnership, Westpark Communications implemented diverse call-handling procedures, incorporating text messages for immediate notification to ensure swift communication. Bilingual support was provided to cater to both English and Spanish-speaking clients. Location-specific considerations were considered, with a meticulous recognition of time zones. This involved tailoring scripts accordingly and adapting to different business hours for each location, thereby facilitating effective call routing.
Technician coordination was critical, with the immediate relay of issues such as compressor breakdowns to on-call technicians. This approach ensured prompt resolution and efficient coordination for servicing or setting up new rentals in case of equipment failure.
Employee training and accountability underwent a significant transformation during the partnership. The evolution from Tier 1 to Tier II support involved comprehensive training for agents in specialty services. This encompassed areas such as scripting, equipment knowledge, and message handling for sales, reflecting Westpark’s commitment to enhancing the skills and expertise of the support team.
Let Westpark Communications Be Your Partner in Success
The success of this partnership emphasizes the crucial role of efficient call center management in the industrial equipment rental sector. Westpark Communications addressed specific client needs, provided real-time solutions, and continually evolved our services, establishing the call center as an integral part of the client’s operations. The seamless support we offer across the client’s diverse services and locations exemplifies the power of strategic outsourcing in driving operational excellence.