In the aftermath of the challenges posed by the events of 2020, Westpark Communications adapted and persevered, paving the way for a resilient journey into the new year of 2024.
This article is for those seeking insights into the company’s post-pandemic journey. It explores Westpark’s focus on employee well-being, its familial work culture, and a commitment to shared values, providing a relatable perspective for entrepreneurs navigating today’s changing business landscape.
Customer Service Team Lead Jennifer encapsulates the essence of Westpark’s approach, stating, “I can honestly say I’ve never worked for a company who’s SHOWN how much they appreciate all the hard work and effort it takes to keep going each day. Actions speak louder than words.”
A Strategic Focus on Employee Well-Being
At the helm of this transformation are President Josh Patten and HR Manager Monica, who recognized the profound impact of the pandemic on employees. In response, they spearheaded a comprehensive reassessment of the Employee Assistance Program (EAP). Monica’s efforts ensured employees understood that the program extended beyond traditional boundaries, covering various life aspects such as travel, divorce, and hardships. Notably, the EAP offers free counseling sessions and a discounted rate for ongoing support.
Acknowledging the Diverse Impact of Hybrid Work
President Josh and the management team acknowledged the diverse experiences of remote work on mental health. Laura Lehne, the Operations Manager, emphasized the importance of flexibility, stating that the approach is to meet employees where they are and accommodate their specific needs, whether in hybrid or office-based settings.
Building a Family-Oriented Culture
Westpark introduced quarterly town halls and company socials to reinforce a sense of family within the organization. These initiatives provide employees with a safe space for transparency, fostering connections and celebrating the diversity of employees’ families. Monica characterizes the need for a familial dynamic as offering grace, support, and shared growth to create an environment where employees can take calculated risks and innovate.
Trust Through Shared Values
The leadership team actively builds culture by identifying shared values—integrity, trust, and character—as the foundation for fostering a familial atmosphere. President Josh affirmed that Westpark Communications is committed to evolving its company culture, prioritizing mental health, embracing flexibility, and nurturing a family-oriented atmosphere.
Tangible Results and Measurable Outcomes
Westpark’s commitment to its employees has yielded tangible results, with key performance indicators such as calls queued, calls answered percentage, abandon rate, and max wait time actively measured. Notably, the service level for a top client stood at an impressive 98.22% as of October 2023.
In the words of a satisfied client, the Marketing Manager for a Medical Equipment Supplier shared, “The agents delivered the best November [2023] we’ve ever had! We hope you all have fun and stay safe over the holidays. We really enjoy working with your team and appreciate all you do for us all year long. You guys are the best.”
Additionally, the average tenure for our agents is three years and growing, allowing our clients more consistent service levels for their communication needs.
Overcoming Challenges and Future Plans
Westpark has successfully overcome stereotypes associated with call center jobs, positioning itself as a sought-after service provider. Looking ahead, the company continues offering diverse communication solutions, including call center services, virtual receptionist services, customer service outsourcing, and innovative business processes.
Inclusive Employee Involvement and Diversity Efforts
President Josh actively engages with employees through quarterly town halls, incorporating agent feedback to reinforce company values. The company’s commitment to diversity is evident through cross-training opportunities and a history of promoting from within, with more than half of the management team starting in entry-level positions.
Transparent Communication and External Recognition
Westpark prioritizes transparent communication through various channels, including calls, emails, one-on-one sessions, training programs, and quarterly town halls. An open-door policy ensures that employees feel heard and valued.
To recognize outstanding contributions, the company awards the Agent Spotlight every month, underscoring its commitment to acknowledging and celebrating the achievements of its team members.
Westpark Communications stands out for its resilience, ability to navigate challenges, and priority for inclusivity, all while investing in the growth of its employees. As a business owner, you’ll find that our commitment to cultivating a positive workplace directly translates to a better client experience. This ongoing evolution is driven by a sincere dedication to the well-being of your extended workforce.