Sl wah executive_overview
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  • 1. “Frost & Sullivan West at Home believes that West The Leading Provider of has consistently Home-based Agent Solutions been on the Overview leading edge of West at Home helps many of the nation’s leading companies deliver unparalleled the home agent results through a combination of higher quality, better educated agents and movement.” a highly scalable, state-of-the-art infrastructure. West at Home employs the industry’s most comprehensive agent training, management and monitoring Michael DeSalles processes and features multi-layered security protection. This helps companies Frost & Sullivan protect their customer data, improve staffing flexibility, deliver superior service and realize a greater return on their investment. Industry Analyst Home-based Agent Count: 14,500+ Applications per Week: 4,000+ Locations: Currently in 27 States (50 State Availability) Profile of the West at Home Agent Pool G 85% Female G 77% of agents are 31 years and older G Over two-thirds of all agents have some college experience G 14% veterans Benefits of West at Home G Higher Quality Agents G Greater Flexibility and Scalability G Increased Sales Conversions G Stringent Security Measures – Meet Strict InfoSec Requirements of Healthcare and Financial Partners G Increased Quality against Key Performance Indicators G Built-in Business Continuity Solution G An Environmentally Conscious Solution G An Alternative to Keep More Jobs in America G Reduced Costs West at Home
  • 2. The West at Home Difference There are six key aspects to every West at Home solution that are critical to the success of your home-based agent program. We have developed key differentiators in each that will help deliver unprecedented results for your company. Hiring – At the heart of every program are the extraordinary agents we are able to hire. G 100% virtual recruiting and hiring G Employee-based model G Automated profiling tools help maximize the labor pool Training – Our training allows agents to focus on your brand and take performance to a new level. G 100% computer-based training or classroom hybrid G Dedicated internal training development team G Reduced training times and increased class sizes lead to accelerated ramps Scheduling – We deliver the optimum number of the best qualified agents to handle your calls. G Spectrum® Workforce Management G Agent empowered scheduling G Scheduling available in half-hour shifts Operations – Our extensive experience and proven operational methods help ensure success. G 8-to-1 Performance Assessment Liaison (Supervisor) ratio G Call/Data recording and voice of the customer surveys G Multi-channel and real-time agent communications Infrastructure – Our sophisticated and technologically advanced infrastructure delivers unparalleled results. G Flexible routing technology with multiple ACD options G Skills-based routing G 14 patents pending Security – Stringent security measures help keep your valuable customer data safe. G 24 points of security G Locked-Down Desktop G PCI, HIPPA & SOX Compliant For more information contact us at: West at Home 800-841-9000 or visit us at westathome.com Copyright © 2009 West Corporation. All rights reserved. EOE/AA Employer