Westpark Communications is a US-based live customer-service call center. Since its inception in 1968, the company has served its clients with distinction. Westpark offers 24/7/365 services to national and international clients from all types of industries.
Westpark focuses on delivering customized service and offers a full suite of communications solutions. These include basic call answering, CRM entry and updating, Ecommerce order taking and support, FAQs, reservations scheduling, helpdesk, dispatching, live web chat, email response, voicemail response, IVR, disaster recovery, and business continuity.
Westpark can tailor any service to meet its client’s needs. The company’s mottos are: “All the Right Answers” and “Your Success is Our Success.” The keys to Westpark’s success are highly skilled people, proven processes, and advanced technology, which result in successful customer experiences. They perform this mission with outstanding personal service and a history built on long-term client relationships. This year, the company celebrated its 52nd year in business.
An Inspirational Journey to Success
Westpark Communications was founded as a traditional telephone answering service by two sisters in a time when women were not legally allowed to sign contracts. In 1992, one of the founder’s daughters was asked to join the team when the business was struggling. It was Kathie Edwards, now CEO of Westpark Communications, who brought the business back to life by reinventing processes, bringing in new technology and other innovations. She added new customer service options along with the traditional answering services and continued to build up the business until the retirement of her mother in 2007. Later that same year, Kathie was given the opportunity to buy the company. After the purchase, Kathie brought in a professional management team that helped support daily operations, identify emerging tech trends, and incorporate leading telecommunications technology. She also hired professional sales representation, added more agents, and provided ongoing agent training support.
With its headquarters in northwest Houston, Texas, and a satellite office located in Nashville, Tennessee, Westpark Communications is growing steadily and its mission to sustain its client’s businesses through a commitment to quality, teamwork, service, adaptability, integrity, and ownership.
An Exemplary and Well-Connected Leader
Westpark is a member of the National Association of Telemessaging (ATSI) and shares tools, measurements, knowledge, and experience with other call centers on a nationwide basis. Kathie feels it is important to stay connected to other industry leaders. She is a member of a Performance Enhancement Group (PEG) for the call center industry, a group of industry peers who share stats and KPIs they have achieved or are striving to achieve, along with their challenges and experiences.
Westpark Communications is a certified woman–owned business as designated by the Women’s Business Enterprise National Council (WBENC). Kathie is also a member of the Women Presidents Organization (WPO). Through these organizations Kathie stays connected with other women business entrepreneurs who share successes and achievements for the growth of their businesses.
Technology Disruption and Opportunities in Contact Center
Westpark is finding that artificial intelligence answering, robotic process automation, and chatbots pose interesting and challenging disruptions to the call center industry. Traditional approaches are proving difficult to sell due to increased labor costs and lower cost expectations from buyers. They are also finding that competing with low–cost offshore live agent services when a prospective client does not value having a professional, US-based live voice representing their company.
The biggest innovations the contact center industry is beginning to embrace regarding AI and automation involve integrating their existing workforce into their AI and automation processes to ensure a seamless and satisfactory experience for the end-user.
Building Client Relationships for Innovative Services
Many contact centers have realized that expecting entrenched contact center software vendors to innovate in a meaningful way is probably going to result in disappointment. As contact centers expand and have more resources available to focus on innovation, they tend to develop innovative solutions in-house. These internally developed solutions give call centers a competitive advantage and allow them to more readily upgrade their offerings to meet quickly changing customer expectations.
Westpark Communications is currently developing an innovative telephony soft switch for its exclusive use that will allow the company to introduce new features more quickly, recover from disasters faster and easier, and give clients more flexibility in how they route calls to Westpark.
Rising Beyond Significant Challenges
One of the biggest challenges Westpark and its competitors face is the lack of innovation by traditional contact center software vendors.
Kathie points out that only in the past five years, have vendors started to implement telephony soft-switches instead of proprietary, expensive big iron phone switches. Along with that, the vertical CRM systems that tie these phone switches are written on top of legacy database backends with little or no support, and clunky user interfaces that slow agents down and frustrate clients.
Westpark has raised their technology to a point where the company can offer more services and create business continuity by providing remote agent staffing when necessary. Westpark has enhanced this capability by building and maintaining an important offsite Tier-4 secure facility to mitigate risks to its headquarters office and assure continuity of services to clients in the event of disasters.
Westpark has recognized the need for more agents to staff larger and dedicated agent accounts and recently added a new Workforce Management Software to help accelerate hiring. To accommodate the needs of their growing staff, Westpark recently moved to a new 15,000 sq ft headquarters, doubling its space with more agent kiosks and adding more extensive training facilities, staff lounge space, and private management offices.
Remarkable Recognitions and Client Feedback
With over 50 years in business, Westpark Communications has maintained steady growth every year. The company has received a long list of commendations, testimonials, and awards for its contributions.
These recognitions include:
» 2019 – Leading Call Center on CLUTCH.com
» 2008 – Star Award from the Houston West Chamber of Commerce
» 2012 – Small Business of the Year award by The Lone Star College Small business Development Center
» 2013 – Top Privately Held Business Award from Diversity Business.com
» 2013 – Houston’s 50 Most Influential Women by Houston Woman Magazine
» 2013 – Advocate of the Year Award by Women Business Enterprise Alliance
» 2013 – Supplier of the Year Award by Women Business Enterprise Alliance
» 2018 – Best Place to Work Award by the Houston Chronicle
» 2018 – Most Admired CEO Award by the Houston Business Journal
“We have been in business for 30+ years. We are a service provider, so communication failure is not acceptable. Since switching to Westpark Communications LP, we have peace of mind that our customers, employees, and vendors can reach us at all hours. Calls are handled in a professional manner. Thank you, Westpark Communications, for a job well done.”
“Westpark Communications was a lifesaver for our company! As a new business that required a customer service department, we needed to have calls answered in a timely manner and lucky for us we were introduced to Westpark through an associate in a networking group.”
“Our sales rep and our customer service rep were always a pleasure to work with. They took the time we needed to be sure that all scripts were exactly how we requested and paid very close attention to detail. They even went out of their way to adjust as business grew.”
“Our calls are always answered quickly and most of the CSRs can address the majority of the calls without any concerns for a return call. This is not only great for our business for great customer service but saves us time so that we can focus on other important daily tasks.
Westpark Communications has been wonderful for our company and we plan to use them for many years. I always refer them to any business looking to build a better customer service department.”
The Road Ahead
Kathie believes that incorporating robotic process automation and AI would be a growth area for Westpark Communications. Adopting these technologies can enable the company to make smarter decisions based on real-time data analysis rather than going by “gut feeling” or past experiences. It will also provide the ability to ramp up operations quickly without having to hire a huge number of employees.
Utilizing AI will have a tremendous impact on the industry and Westpark in the future.
Kathie is also confident that customers will want more AI service customizations and may look for more remote work integration for their existing businesses who have not considered these types of services before. Westpark Communications is working to stay ahead of the ever-changing, post-COVID world tech curve and sees that being progressive and adaptable is the key to changing with current cultural and economic changes.