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* September 10, 2007 – The West Work At Home Agent (under the subsidiary company name of West Telemarketing, L.P.) program converts to West At Home, converting the operations to another business subsidiary (West At Home, LLC), as well as converting its staff, formerly independent contractors, to direct employees of the new subsidiary company. Some former independent contractors were not selected to continue (and thus their contracts were terminated) as staff on a state-by-state basis, including large numbers of contractors in California and Pennsylvania. This was most likely due to certain state regulations. |
* September 10, 2007 – The West Work At Home Agent (under the subsidiary company name of West Telemarketing, L.P.) program converts to West At Home, converting the operations to another business subsidiary (West At Home, LLC), as well as converting its staff, formerly independent contractors, to direct employees of the new subsidiary company. Some former independent contractors were not selected to continue (and thus their contracts were terminated) as staff on a state-by-state basis, including large numbers of contractors in California and Pennsylvania. This was most likely due to certain state regulations. |
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* March 11, 2008 – The company announced that the Victoria, British Columbia, Canada site would close on July 29, 2008 |
* March 11, 2008 – The company announced that the Victoria, British Columbia, Canada site, which was contracted to take telephone calls from Business customers for AT&T Wireless, would close on July 29, 2008. The company cited hiring difficulties, high staff turnover, and struggles in association with the cost of labour (wages were $12 CAD per hour) as the main reasons for the closure. After starting its Victoria operation with over 1000 employees, the corporation laid off 448 people as a result of its closure.<ref>http://www.canada.com/victoriatimescolonist/news/story.html?id=1734337c-fadc-4391-a56c-929b6df7fc60&k=90973</ref><ref>http://www.atv.ca/victoria/news_54658.aspx</ref><ref>http://www.canada.com/victoriatimescolonist/news/story.html?id=1734337c-fadc-4391-a56c-929b6df7fc60&k=90973</ref> |
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* October 9, 2009 – The company announced that the Rockford, Illinois office will close its doors on December 18, 2009 laying off more than 220 people. |
* October 9, 2009 – The company announced that the Rockford, Illinois office will close its doors on December 18, 2009 laying off more than 220 people. |
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Revision as of 18:21, 18 June 2010
 | This article contains promotional content. (November 2008) |
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| Company type | Private |
|---|---|
| Industry | Telecommunications |
| Founded | 1986 |
| Headquarters | Omaha, Nebraska, USA |
Key people | Tom Barker (Chairman/CEO/Director) |
| Revenue |  $2,375.7 million USD (2009) |
Number of employees | 41,000 |
| Website | www.west.com |
West Corporation (formerly West TeleServices) provides outsourced customer relationship management (CRM) services based in the United States. West Corporation is headquartered in Omaha, Nebraska and currently employs approximately 41,000. The company has locations throughout North America, Europe, and Asia.
History
- 1986 – West Corporation was founded as an inbound telemarketing service. Initially West utilized "agents" and call processing technology in its operations.
- 1989 – With the introduction of the now widely used Interactive Voice Response (IVR) the company was able to establish itself as an early adopter of that technology. Not too long afterward live-operator, outbound teleservices were being offered to large volume sales campaigns.
- 1990s – The company went public in 1996, but the co-founders retained ownership of approximately 70% of the company. With the introduction of full account management and integrated customer care, clients employed West Corporation to expand their own customer base and support services. This led to a "boom" in the customer service industry especially large companies and even more so telecommunications companies. In more recent years the addition of natural language speech recognition systems to the IVR platform as well as a range of Internet based customer services platforms have also expanded the industry.
- 2003 – The company opened a call centre in Victoria, British Columbia, Canada, taking over the former facilities of JDS Uniphase
- 2004 – The company opened a branch in Makati City, Philippines.
- October 24, 2006 – West, which had been publicly traded since 1996, recapitalized under the sponsorship of investor groups led by Thomas H. Lee Partners and Quadrangle Group. [1].
- September 10, 2007 – The West Work At Home Agent (under the subsidiary company name of West Telemarketing, L.P.) program converts to West At Home, converting the operations to another business subsidiary (West At Home, LLC), as well as converting its staff, formerly independent contractors, to direct employees of the new subsidiary company. Some former independent contractors were not selected to continue (and thus their contracts were terminated) as staff on a state-by-state basis, including large numbers of contractors in California and Pennsylvania. This was most likely due to certain state regulations.
- March 11, 2008 – The company announced that the Victoria, British Columbia, Canada site, which was contracted to take telephone calls from Business customers for AT&T Wireless, would close on July 29, 2008. The company cited hiring difficulties, high staff turnover, and struggles in association with the cost of labour (wages were $12 CAD per hour) as the main reasons for the closure. After starting its Victoria operation with over 1000 employees, the corporation laid off 448 people as a result of its closure.[1][2][3]
- October 9, 2009 – The company announced that the Rockford, Illinois office will close its doors on December 18, 2009 laying off more than 220 people.
- January 28, 2010 - The company made an announcement that the Hampton, Virginia site would close on March 31, 2010 laying off more than 445 employees.
- March 16, 2010 - The Company made an announcement that the Bryan, Texas site would close May 15, 2010, which will put 260 employees out of a job.
Operations
West Corporation services include processing of customer initiated contacts, automated voice response services and direct marketing services, over the telephone and Internet. West's markets include North America's Fortune 1000 companies. West's business solutions include inbound/outbound, interactive, Internet, collections, and conferencing services. Recent growth has been largely through acquisitions; between 2002 and 2004, West acquired Tel Mark Sales, Inc, Dakotah Direct II, LLC, Attention, LLC, and Intercall.
At Home operations
The company uses many at home "Virtual Agents" to support many of its clients. In addition, West services many clients in the direct response industry where consumers respond to "800" numbers in advertising to place orders for products.
References
http://investor.shareholder.com/west/sec.cfm?DocType=Annual&Year=