Customer Contact | westquayltd

At West Quay Ltd, we deliver exceptional customer experiences through a hybrid contact centre model — combining the empathy and skill of experienced human agents with the speed, consistency, and scalability of agentic AI.

Our fully integrated voice AI solution, SIGMA, developed by our strategic partners at AI-Comms, is an anthropomimetic conversational AI that listens, understands, and responds naturally. It adapts tone and pacing to create conversations that feel authentically human, ensuring every interaction reflects your brand’s values and intent.

While SIGMA drives efficiency and responsiveness, our people remain at the heart of customer interactions — building trust, showing empathy, and creating genuine connections that strengthen customer loyalty and lifetime value.

Omnichannel Communication

Our omnichannel contact centre provides seamless coverage across:

Telephone and live chat
Email and ticket handling
Social media and review sites
Postal correspondence

Operating from a 40-seat contact centre in Southampton and through a flexible network of remote agents, we ensure reliable capacity and continuity. Every agent is trained in your products, procedures & systems, GDPR, secure payment handling, and customer service.

Our postal operation continues to serve customers who prefer traditional channels, managing order forms, coupons, cheque payments, surveys and customer letters. We handle all receipt, reconciliation and processing, with full banking and data entry services.

Customer Experience & Training

First impressions matter. Our agents understand they represent your brand at every touchpoint — always courteous, enthusiastic, and professional. We extend our service beyond inbound contact, supporting upsell, retention and re-engagement where appropriate.

Our teams receive extensive customer service and compliance training, covering:

Effective communication and problem resolution
Secure payment processing and PCI-DSS compliance
GDPR and data protection protocols
Cyber security awareness and secure system use

In addition, our staff are highly experienced in working with leading e-commerce and CRM platforms such as Shopify, Magento, Amazon, eBay, Zendesk, and Freshdesk. Whether integrating with your existing systems or utilising our own, our teams adapt quickly to deliver consistent, brand-aligned customer experiences.

All training is reinforced through our interactive knowledge base, SOLAR, featuring client-specific step-by-step guides, FAQs, video tutorials and peer collaboration tools — ensuring knowledge is current, confidence is high, and performance remains consistent.

Client Support & Account Management

Each client benefits from a dedicated account manager, acting as your daily point of contact. They monitor service levels, coordinate internal teams, distribute key information and oversee quality control to ensure smooth operations.

We value open, two-way communication — ensuring feedback, ideas and insights are shared to drive continuous improvement and deliver a truly partnership-based service.