Mission and Vision
WestShore BPO vision is to become the largest and most recognized Contact center service provider in Bangalore for small-to-medium sized enterprises, entrepreneurs and professionals.
For our Clients
- To provide the same complete quality of service offered by large multi-national call centers, to the SME’s, entrepreneurs andprofessionalsin all the major and emerging markets.
- To provide a close “partnership” like arrangement where the goal is mutual growth and success.
For our Employees
- To provide a family atmosphere where its employees strive for the good of the company, and are rewarded based on performance,team work and dedication.
- To provide an environment where employees want to grow because it provides a supportive group that is dedicated for the wellbeing for everyone.
WestShore BPO mission is to provide superior value to our clients by offering contact center and business process outsourcing services with five important value levers:
- High quality customer service and back office associates.
- Best practice management processes.
- True cost saving proposition.
- Process transparency and
- Continuous improvement methodologies.
Culture and Values
WestShore has identified three concepts as the foundation of our culture, and these are
- OPEN MANAGEMENT STYLE - The main objective is to promote open communication, high participation, mutual respect, and courage and consideration in giving and receiving feedback.
- PERFORMANCE BASED - WestShore strives for continuous improvement by promoting a performance-based environment with clear goals and expectations, ongoing feedback and evaluation, coaching and mentoring, and meritbased compensation.
- SUPPORTIVE - The task of WestShore is to provide all the tools, training, and mentoring necessary to help each employee in achieving continuous improvement and personal growth, eventually achieving service excellence for its clients.
Core Values that are instilled in the corporation are the following:
- TEAMWORK: We value team accomplishments that advance the success of our clients
- CLIENT SATISFACTION: We understand our client's business and strive to contribute to their success and satisfaction
- FLEXIBILITY: WestShore and its employees are flexible to the needs of the clients because the industry is fast moving and constantly changing.
- INITIATIVE: WestShore and its employees proactively generate and act on the improvement ideas.
- DEDICATION: Our main goal is excellence in everything we do. We strive hard to achieve the goal.
- INTEGRITY: We strive to maintain the highest standards of fairness and ethics in all transactions with our clients, employees and the communities we serve.
Operations
WESTSHORE BPO implements a continuous improvement methodology focused on setting expectations, monitoring, evaluation and coaching. Central to this process will be the role of team leaders, who will supervise a group of agents, assigned to a specific program or campaign. Account supervisors continuously monitor campaign/program metrics, and relay summary reports to the Team Leaders. On the other hand, the team leaders will continuously monitor agent performance metrics and do appropriate measures to improve on each concern. Team Leaders responsibilities include:
- Analyzing employee’s metrics.
- Monitoring random agent recordings, doing live call barging, assessing e-mails or web chat and
- Motivating their respective teams. By means of various group bonding activities and/or incentive programs.
WESTSHORE BPO’s technological infrastructure includes a CRM system that would accurately, effectively and efficiently monitor and interpret a broad range of performance metrics directly or indirectly related to achieving service quality targets and other objectives
WESTSHORE BPO’s management/supervisory team will closely monitor and apply these metrics to continuously improve the performance of each agent.
Quality Assurance
With respect to service levels, discussion with clients on the agreement for the following:
- Specific metrics for WestShore agents, which will vary depending on the type and complexity of the work to be performed;
- Time frames for the achievement, which also will vary depending on the type and complexity of the work to be performed; and
- Corrective and remedial measures, including service credits, to be implemented in the event of unachieved targets.
Program Management
The Initial stage of implementation consist of gathering concrete data necessary for training, systems integration, quality assurance, and other information needed for the program. The implementation manager works directly with the client to determine all the requirements that the center will need to attain the objectives of the client. For staffing concerns, the HR manager will be informed by the implementation manager for staffing requirements and explain the training objectives so that a proper allocation for training would be prepared.
The implementation manager will then coordinate with both the client specific trainer, assigned by the HR manager, and the QA supervisor, assigned by the Operations manager, to address training needs and setup the QA guidelines, respectively. The client specific trainer and QA supervisor will make sure that the proper objectives are achieved in respect to certain time-lines that need to be followed. They will initially coordinate and handle the incubation group of agents that will be assigned to the program. They will work with the incubation group until such time that the targets are met, and then the group will formally go into the operations department, with the proper turnover of all information necessary to sustain the program.
Concurrently, the management information systems manager will also coordinate with the implementation manager to determine system resource requirements. The MIS manager will make sure that provisions are properly allocated for the program, such as workstations, licenses and communication bandwidth. He will also design the appropriate program workflow that will address all the needs of the program. The information system department will also handle such tasks as system scripting, calling list management, program automation, entry forms, setting up reporting templates, etc
