West Teleservices
West Corporation (formerly West TeleServices) provides outsourced customer relationship management (CRM) services in the United States. Founded in 1986, the company went public (Nasdaq:WSTC) in 1996, but the co-founders retain ownership of approximately 70% of the company. West Corp. is headquartered in Omaha, Nebraska, with other offices in North America, Phillipines, and India.
West Corp. services include processing of customer initiated contacts, automated voice response services and direct marketing services, over the telephone and Internet. Their customers include several Fortune 1000 companies.
Recent growth has been largely through acquisitions; between 2002 and 2004, West Corp. has acquired Tel Mark Sales, Inc, Dakotah Direct II, LLC, Attention, LLC, and Intercall. As of 2003, they had approximately 24,000 employees.
West Teleservices is a third-party vendor for AT&T Wireless, providing Customer Care and Nation Business Ordering centres in Victoria BC, Canada and Reno, Nevada. At the Victoria call center West provides Customer Care, International Wireless Care (An elite line group dealing only with international roaming issues, and handling most of the calls since the other IWC center in Paramus, NJ is closed outside of normal business hours), and GSM/TDMA Business End User Care. As of August 30, 2004, with the exception of International Wireless Care, the entire center will have switched over to Business End User Care. At this particular centre, West employs approximately 1300 people. This includes Team Leads, Operations Managers, Resolution Specialists, Maintainance, Human Resources, Payroll, and Customer Service Representatives.
West also provides inbound call handling for phone sales of George Forman Grills at other locations.
West also has recently entered in the the technical support arena by providing out-source customer and technical assistance for many major internet service providers, such as Earthlink and Yahoo/SBC.
