Trained agents on your phones, around the clock.
Shop West BPO Solutions builds and manages dedicated inbound sales, support and back-office teams — staffed in shifts so your lines stay covered and your close rate stays consistent.
Inside the floor
What a live campaign actually looks like
Every account runs on the same three pillars: trained agents, live reporting, and standing QA.
Trained agent pods
Small pods of agents trained on your scripts and provider portfolio before they ever take a live call.
Live reporting
Daily dashboards on call volume, close rate and handle time — the same numbers your account manager sees.
Standing QA
Every call scored against a rubric, with coaching notes routed straight back to the supervisor.
What we staff
One floor, every function your phones need
Agents, supervisors and QA organized around the parts of the call that actually make or lose you money.
INBOUND
Sales & Order Taking
Live-transfer and inbound-call agents who qualify, present offers and close — trained on your scripts and provider portfolio.
RETENTION
Customer Support & Retention
Tier-1 support for billing questions, plan changes and save offers, handled by agents who know your account systems.
TECHNICAL
Tier-1 Technical Support
Troubleshooting, equipment setup and truck-roll scheduling, with clear escalation paths to your Tier-2 team.
BACK OFFICE
Data Entry & CRM Updates
Order logging, ticket routing and CRM hygiene handled off your core team's plate, with daily reconciliation.
QUALITY
QA & Compliance Monitoring
Every call scored against a rubric, PCI-aware handling on payment calls, and a coaching loop that shows up in close rates.
REPORTING
Campaign & Agent Reporting
Daily and weekly dashboards on call volume, close rate, average handle time and QA score — no black box.
Why teams outsource to us
Built like an internal team, priced like a vendor
We run this the way we'd want a vendor to run our own floor.
Multi-brand telecom experience
Our agents are already cross-trained across 24+ provider brands, so ramp time on a new campaign is short.
Dedicated QA, not spot checks
A standing QA team scores calls daily and feeds coaching straight back to the floor supervisors.
Round-the-clock coverage
Shift scheduling built for extended hours and weekend coverage — no dead air on your lines.
You keep ownership
Scripts, CRM access, recordings and data stay under your accounts — we staff the floor, you keep the system.
Onboarding
From first call to a live floor
A pilot before a commitment — you see real calls before you scale headcount.
STEP 1
Discovery call
We map your call volume, hours, scripts and target SLAs before staffing anything.
STEP 2
Pilot cohort
A small trained pod goes live in 1–2 weeks so you can hear real calls first.
STEP 3
Ramp & QA
Headcount scales against performance, with weekly scorecards on close rate and QA.
STEP 4
Scale & manage
A dedicated floor, live dashboards and an account manager who owns the relationship.
Get in touch
Tell us about your call volume
We'll reply within 48 hours with a staffing plan and pricing — no long-term lock-in required.
- info@shopwestbposolutions.com
- Address
- 2304 Dunleaf Arcway
Norcross, GA 30093