Current Case Studies
Consumer Product Distributor (E-commerce)
Problem
A consumer product distributor was extremely dissatisfied with their call center. The call center used an auto attendant to answer calls and placed callers on extended hold, waiting for an operator to get to the call. Many callers hung up in frustration. The operators at this center did not appear to be very familiar with the company’s products and were not helpful in assisting callers with their purchases.
Solution
The distributor chose Westpark to become their order-entry center. A key reason is that, with Westpark, all calls are answered by a Telephone Service Representative (TSR). Each Westpark TSR receives extensive training and a thorough orientation to a client’s products.
Results
The distributor now enjoys the advantages of live TSR response to callers. Callers are not put on hold and they get the detailed product information and order fulfillment they expect.
Plumbing Company
Problem
A local plumbing company was caught in a familiar dilemma. They needed a capable answering service but had a limited budget. After trying several answering services, the plumbing company learned that some of the answering services simply could not provide the level of service they needed. Others were too expensive.
Solution
By fully understanding the plumbing company’s requirements, Westpark was able to give them the service they expected, within their budget.
The solution began with SmartComm, a proprietary automated communication system. SmartComm takes care of non-emergency calls, while directing emergency callers to a Westpark TSR. The TSR then uses Westpark’s Message Receipt Verification Service to send emergency calls to an on-call plumber via text to his cell phone. The on-call plumber then replies by text that he has received the message.
Results
By combining Live Telephone Answering Service with SmartComm, and by using Message Receipt Verification Service, Westpark provided the quality the plumbing company needed at an affordable price.
National Home Builder
Problem
A consulting company analyzed communications for a national homebuilder. Results showed an abandoned call rate of 33%. Another 33% of calls never received follow-up. Clearly, poor communications were having a devastating impact on sales.
Solution
Working closely with the client, Westpark developed a two-tier approach. In the first tier, overflow calls that had been routed to a National Call Center are now directed to Westpark’s call center. Westpark Telephone Service Representatives (TSR’s) are provided with contact information for the various communities around the country. This information is passed on to the callers. The operator can also access information related to a specific community.
The second tier of Westpark’s solution involves specific communities. Using a toll-free number assigned to each community, callers connect with a Westpark TSR. Westpark has access to complete information about the community and its amenities and can answer specific caller questions accurately. Westpark makes daily calls to sales representatives in each community, providing them with the information gathered from the calls for timely follow-up. Contact information is also maintained in a database for the homebuilder’s use.
Results
When the consulting company performed a subsequent analysis, results were dramatically improved: 100% of the calls were answered and received follow-up.
Real-Estate Management Company
Problem
A large commercial real-estate management company was concerned about their answering service bill. Charges that were once acceptable were now rising steadily – and without explanation.
Solution
The company contacted Westpark for a review. After careful analysis of their after-hours calls, Westpark discovered two items that could be controlled. First, although up to 74% of the messages were non-emergency, their call center was still attempting to deliver them as though they were emergency calls; this added significantly to their bill. And second, two accounts were performing the same function, but for different properties.
Results
By combining the two accounts and adjusting the manner in which calls were processed, Westpark provided superior service and lowered the client’s bill by 20%.
Major Hospital
Problem
A major hospital was suffering from an acute communications problem. The hospital staff, already busy with multiple job duties, was often unable to answer their Physician Referral Line. Even worse, no one was available to answer calls after normal hours of operation. The hospital set two goals: (1) increase patient satisfaction with the Physician Referral Line; and (2) increase the productivity of the staff assigned to respond to the line.
Solution
Working in cooperation with the hospital IT department, Westpark made a direct link to the Physician Referral Line software. Calls to the Physician Referral Line were redirected to the Westpark Call Center, where our TSR’s provide 24-hour-a-day service. This not only enabled quick response to callers, but also allowed the hospital’s staff to focus on their main duties.
Results
The number of referrals provided to callers increased 233%. The number of callers satisfied with referrals increased by 29%. And the percentage of callers who rated the overall service of call-line representatives as “excellent” increased by 19%.
Capital Goods Manufacturer
Problem
A major manufacturer of capital goods operates with a national network of dealers. They hired Westpark for their call-center operations. When one of their clients needs service work after hours, Westpark notifies the appropriate dealer by phone. One of their national clients, however, had a unique need: they wanted to email service requests instead of placing phone calls.
Solution
Westpark developed a system in which requests are received by email, and then passed on to the appropriate dealer.
The manufacturer later introduced a website for non-emergency service requests. When Westpark receives a request, a Westpark TSR logs on to the website and enters the information for the caller directly into the site.
Results
This innovative solution satisfied the needs of the client for a truly flexible response plan that goes beyond normal call-in functions. Few call-center companies can provide this kind of customized solution.
Manufacturer – Independent Living Aids
Problem
Instead of continually hiring and training new employees, this rapidly growing manufacturing company wanted to outsource their sales and customer-service departments. The ideal call center would be US based, cost effective, and continue to maintain the same high levels of sales and customer support given by their employees.
Solution
Westpark established a team of shared agents, personally trained by the client. This outsourcing solution provided a seamless interface with the client’s internal functions. Agents are able to understand customers’ current needs, complete assessments within the company’s system, educate customers on the company’s brand and products and locate dealers based on zip code.
Results
Extra attention to detail scored high marks with the client. All sales goals have been met and exceeded, including lead generation and win percentage.
Residential & Commercial Retail Energy Provider
Problem
This award-winning retail energy provider was searching for the perfect omnichannel contact center. They wanted to offer their existing customers stellar “one call resolution” service and convert incoming leads into sales.
Solution
A hybrid of dedicated and shared agents was personally trained by the client to supply sales and service support via phone, online chat, email and text, along with customized reports and ongoing collaborations and training. Our agents act as consultants to the client to understand callers’ and customers’ current needs. They educate callers and customers to the company’s brand and products, directly access company platforms to complete a sale or provide needed resolution, and handle all inbound and outbound communications via phone, email, live web chat and text.
Results
A personal relationship between Westpark’s agent team and the client improved customer service, increased sales and exceeded growth projections.
