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West Customer Management Group Expands Contact Center Offerings to Guadalajara

"West is very excited about the new Guadalajara facility," said Matthew Driscoll, executive vice president, West Customer Management Group. "We carefully selected this location so we could provide our clients with the kind of cost efficiencies and quality customer service they expect from West."

The new Guadalajara site geographically extends West's near-shore contact center solutions, and combines the advantages of lower-cost labor with proven management strength. A mix of U.S. and local leadership will manage the new site to adapt proven expertise to the local environment. West will utilize a redundant architecture and infrastructure that is similar to its U.S. based contact centers to ensure reliability and the highest levels of data security.

Using a multi-level hiring process, West can identify well-educated and dedicated employees who have the skill sets to deliver the highest quality customer care and enhance the caller experience.

Benefits of Guadalajara

Known as the "Silicon Valley of Mexico," Guadalajara offers a young, educated talent pool of English/Spanish-speakers. Guadalajara is located in the state of Jalisco, which is home to some of Mexico's most prominent educational institutions, including 12 universities and 72 postgraduate schools. Also, students of all education levels participate in English language courses designed to develop a strong English/Spanish-speaking population. This availability of highly-educated labor not only provides West's clients with high-quality customer service to English-speaking callers, but it also supports the quickly growing population of Spanish-speakers in the U.S.

With its ease-of-travel from the U.S. as well as stable weather conditions, Guadalajara is a business-friendly location. Flights to Guadalajara are a fraction of the time and cost of traditional offshore locations. Pairing highly qualified agents with lower labor costs, travel times and travel expenses allows West's clients to meet their customer service needs.

The West facility in Guadalajara will initially support 400 contact center seats with the ability to expand as needed. It is targeted to open in the third quarter of 2010 and will service customer care, sales, and first-party collection calls.

About West Customer Management Group

West Customer Management Group is a leading provider of customer contact and workforce management solutions. We combine highly talented people with advanced technology to deliver the most effective and reliable customer service solutions. Our customized solutions help the world's premier companies deliver superior service, increase revenue, gain a competitive edge and enhance the customer experience. Our expertise and years of experience allows us to deliver customized solutions that help companies to maximize the value of each customer interaction.

West Customer Management Group is a subsidiary of West Corporation, a leading provider of technology-driven, voice-oriented solutions. For more information, please call 1-800-841-9000.

West Corporation
Media Contact:
Scott Muff for West Corporation
scottm@jonespr.net
Office: 415-955-2608
Mobile: 402-212-2115