I. Vision and Mission
Our vision is to create and sustain an organization that provides superior value for our clients, employees, and strategic partners. We deliver best in class sales and service support to customers, provide a responsible and nurturing environment to employees and support our strategic partners in the development of their business interests.
Our mission statement is the framework of our true northern values, which direct our employee interactions and company practices.
Transparency: We are who we appear to be and have no hidden agenda. We are committed to our clients, their customers, our employees, and our strategic partners so that all parties feel secure and committed to a business relationship grounded in openness and honesty.
Integrity: We embrace honesty and integrity requiring consistency of character, actions, expectations and outcomes.
Discipline: We follow company practices and procedures with attention to detail to ensure excellence, and compliance with customer guidelines and industry requirements.
Development: We provide an environment of continuous learning through interactive training, and we encourage and empower at all levels with an expectation of collaborative excellence.
Trust: Transparency, Integrity, Discipline and Development are at the core of our beliefs. These values provide guidance for our actions, and a foundation on which we build trust between our clients, fellow employees and strategic partners. We recognize that trust is accomplished over time by individually and collectively delivering on every commitment.
II. Why Choose NORTHWEST?
We started in Portland, Oregon more than 15 years ago and now have centers on the West Coast, in the Midwest and on the East Coast. In addition, we have call center partnerships in Canada, Central and South America. We are large enough to meet your needs, yet small enough to set the standard on sales performance and customer service quality with the added benefit of providing services in a quick and efficient manner.
Our customers range from Fortune 500 clients to equally dynamic and fast growing small Businesses.
Our services range from voice, online email and chat support and back office administration See our Services section for a more detailed description of our Solutions.
Delivering a Higher Standard of Excellence
Our people go above and beyond the requirements of customer interactions. We train our people more efficiently and effectively. The goal is not to simply meet our customers’ requirements, but rather to garner information that will lead to an improved customer experience. Our employee retention is high and our employee compensation model is superior. Accordingly our experienced agents assist our client services team in delivering excellent results. And experienced agents gather more information that supports even more positive program changes.
It takes a lot of work with requisite experience to identify innovative ideas and new areas of opportunity, but that’s what you can expect from us. Working together, we will design an improved customer experience which enhances performance and program profitability on sales campaigns, and more first call resolutions related to customer service and BPO campaigns.
You’ll find that our industry depth, program experience, state of the art technology and commitment to detail make a difference.
Our niche industries include:
- Cable and Telecom
- Financial Services
- Online & Catalog
Let's Get Started
Contact us today at 1. 503-722-1640 to discover the attention to detail that only a boutique company like Northwest can provide. You may also contact us by email at firstname.lastname@example.org
Timothy Rote, Chairman and Interim CEO
Tim Rote is the sole owner of Rote Enterprises, headquartered in Portland, Oregon. Rote Enterprises was organized in 1998 and since that time has evolved into a holding company with wholly majority and minority owned businesses, ranging from Direct Marketing Sales and Customer Service, Collections, Small Business Leasing and Financing, and Real Estate. The companies operate in the United States, Central and South America.
Within the Call Center space, Tim has over 20 years of experience in customer service and sales campaign design and implementation, technology engineering and deployment for inbound and outbound call centers, finance and management metrics for businesses using call centers, and has remained an active participant in the analysis and politics of federal and state regulations in the call center industry.
For over 20 years Tim has actively promoted the interests of business in Washington DC and State Legislatures through the United States, has been active in raising political action committee funds, has worked closely with lobbyists representing over 25 business associations, and actively participates in campaigning for federal and state congressional candidates sensitive to the interests of small business.
Linda Dietz, Director of Client Services
With more than 18 years of experience in call center operations and account management, Linda maintains a direct relationship with all of our clients and partners with them to effectively market their products and services. Regardless of the size of the project, her attention to detail contributes to the ongoing success of each program. Experience and knowledge of operations allow her to conduct an extensive program analysis, through which she is able to identify areas of improvement within each program and recommend solutions. Linda has managed senior accounts for the past 15 years and has successfully grown programs from 6 agents to 150+ agents. Linda is a dedicated Client Service Director that invests her experience & knowledge into the success of each client.
Dan Feightner, Manager of IT
Dan has been the IT Manager for Northwest Direct since 2008. Prior to joining NW Direct Dan spent 7 years working on Custom applications for Wells Fargo Bank. He has more than 12 years experience in Reporting, programming and automation. He has extensive data programming experience with Crystal Reports, Excel, Visual Studios, VBA, Vb.net, C#, html and SQL. Having worked in the call center industry Dan also has extensive experience with a number of industry inbound and outbound dialing platforms such as SER-Siemens, Avaya, and Altitude, all of which require experience in network administration, network security, scripting, telephony integration, digital recording and integration with third party client platforms.
For more than 15 years, Northwest and our employees have contributed time and energy raising money annually in our local communities to support a number of nationally recognized charitable organizations. Some of these organizations are listed below. In addition, Northwest also provides its call center services gratis to support a select number of charities in their primary fund raising events each year, taking donation pledges over the phone and internet, participating in fundraising events like Walk For The Cure and funding the start up of new charitable programs designed to ease the suffering of displaced and abused children in our communities.
Northwest and its owner, Rote Enterprises, look for opportunities to fund new and needed charitable activity. Following is an excerpt from a book recently published by Tim and Serena Howell. About ten years ago , the Howell’s started Hope Unlimited, a public non-profit organization, which provides camp retreats for abused teenagers who reside in foster care.
“One Indian summer day the Howell’s shared their dream with Tim Rote, a good friend who has a compassionate heart for hurting teens. “What’s the budget?”, Rote asked after listening intently. Serena shared their estimated budget and Rote pulled out his check book and wrote a check for $10,000…on the condition that the money be used to set up the first camp to serve abused teens the following summer.”
Indeed, the first camp was set up that next summer and Hope Unlimited continues to grow. -The goal for next year: to operate 38 camps providing support and hope to more than 1,000 abused teens. You just never know how even a small contribution can affect the life of a child in need and of course none of this would be possible without the business support of our clients.
V. Ownership and Affiliations
Northwest is wholly owned by Rote Enterprises, LLC., a private and family owned investment group with interests in call center companies nationwide.
Rote Enterprises provides services in the Direct Marketing, Agency and Collections space.
Rote Enterprises’ competitive advantage is to provide the most talented and entrepreneurial managers in its invested space with a financially rewarding opportunity in one or more of its portfolio companies.
Northwest also participates in many of the most recognized and respected organizations in our industries: