31west Global Services scorecard

Company Overview

31west Global Services is a BPO company, founded in 2002, with approximately 50-99 employees. They specialize in Chat Support, Sales & Marketing, Finance & Accounting, Technical Support, Customer Support, Accounts Payable, Back Office. They serve the E-commerce & Retail industries.

Their knowledgeable and trained staff can help improve the customer experience while increasing your ROI. 31West sets forth its mission statement as follows: “To help reduce cost, drive growth, and deliver excellent customer service, thereby converting clients into brand ambassadors.” 31West has over a decade of experience, and delivers around the clock help 7 days a week and 365 days a year. Pricing is structured to remain competitive while adapting to specific engagement requirements.

Executive summary

Brand Profile: Voice: professional. Voice: customer-service oriented. Voice: operations-focused. Client Value Proposition: Summary: 31West positions itself as a cost-effective outsourced support partner that helps SMEs extend coverage, improve responsiveness, and maintain service quality across IT and customer support operations.. Value Points: Title: Coverage expansion. Value Points: Description: 24/7/365 and after-hours support helps clients extend service availability beyond internal staffing windows.. Value Points: Title: Cost efficiency. Value Points: Description: The company repeatedly emphasizes low-cost, affordable, and cost-effective outsourcing.. Value Points: Title: Service continuity. Value Points: Description: The focus on structured processes, QA, and performance metrics suggests a continuity-oriented support model.. Value Points: Title: Omnichannel responsiveness. Value Points: Description: Support across phone, email, live chat, and social media is intended to match multiple customer contact preferences.. Company Overview: Tagline: Global IT outsourcing services and support company. Highlights: 24/7/365 delivery center. Highlights: Outsourced IT help desk and customer support focus. Highlights: Call center and back-office service offerings. Highlights: Serves SMEs in the US, Canada, UK, and Western Europe. Highlights: Public materials emphasize cost-effective, high-quality support. Description: 31West Global Services appears to provide outsourced IT help desk, customer support, technology consulting, and call center services, with emphasis on 24/7/365 delivery for small and mid-sized businesses.. Competitive Differentiators: Differentiators: Title: 24/7/365 operating model. Differentiators: Description: Public materials emphasize always-on delivery for business-hours, after-hours, weekends, and holidays support.. Differentiators: Title: Multi-channel support. Differentiators: Description: The company describes support across phone, email, live chat, and social media.. Differentiators: Title: Cost-focused outsourcing for SMEs. Differentiators: Description: Website and profile snippets repeatedly position services as low-cost, cost-effective, and designed

Strengths

• Brand Profile: Voice: professional. Voice: customer-service oriented. Voice: operations-focused. (public_web; observed 2026-08-17)
• Client Portfolio: Clients: Segment: SMB. Clients: Industry: small and mid-sized businesses. Clients: Client Name: over 100+ clients claimed. Total Clients Claimed: 100. Industry Concentration: IT help desk. Industry Concentration: IT services. Industry Concentration: tech support. Industry Concentration: customer support. (public_web; observed 2026-08-20)
• Client Value Proposition: Summary: 31West positions itself as a cost-effective outsourced support partner that helps SMEs extend coverage, improve responsiveness, and maintain service quality across IT and customer support operations.. Value Points: Title: Coverage expansion. Value Points: Description: 24/7/365 and after-hours support helps clients extend service availability beyond internal staffing windows.. Value Points: Title: Cost efficiency. Value Points: Description: The company repeatedly emphasizes low-cost, affordable, and cost-effective outsourcing.. Value Points: Title: Service continuity. Value Points: Description: The focus. (public_web; observed 2026-08-25)

Gaps

• The reviewed public sources do not establish buyer-specific service levels, staffing commitments, or acceptance criteria for a defined scope. (public_web; observed 2026-08-17)
• The reviewed public sources do not establish a buyer-specific continuity design, recovery objective, security schedule, or named delivery team. (public_web; observed 2026-08-11)
• The reviewed public sources do not provide directly comparable commercial terms and independently verified outcomes for a like-for-like engagement. (public_web; observed 2026-08-20)

Firmographics

GB100 score

Overall score: 49

• egs: 42.2
• growth: 56.5
• reputation: 53.8
• ai_readiness: 50
• market_footprint: 32
• digital_readiness: 57.2

Scores are calculated from published evidence and the current GB100 methodology; payment does not affect rank.

Services and operating scope

31west Global Services's structured service taxonomy includes Chat Support, Sales & Marketing, Finance & Accounting, Technical Support, Customer Support, Accounts Payable, Back Office. Client Portfolio: Clients: Segment: SMB. Clients: Industry: small and mid-sized businesses. Clients: Client Name: over 100+ clients claimed. Total Clients Claimed: 100. Industry Concentration: IT help desk. Industry Concentration: IT services. Industry Concentration: tech support. Industry Concentration: customer support. Competitive Landscape: Competitors: Name: Outsource Accelerator-listed contact center/BPO providers. Competitors: Evidence: Public listings place 31West in the contact center outsourcing segment.. Competitors: Relationship: adjacent. Competitors: Name: General IT help desk outsourcing firms. Competitors: Evidence: 31West explicitly markets IT help desk and tech support services.. Competitors: Relationship: direct. Competitors: Name: Customer support BPO providers. Competitors: Evidence: 31West describes itself as a provider of outsourced customer support services.. Competitors: Relationship: direct. Positioning: Outsourced IT help desk, customer support, and technology consulting provider focused on SMBs.. Market Signals: Claims of 100+ clients and 24/7/365 service. Market Signals: Public materials emphasize service-level, first-call resolution, customer satisfaction, and security/compliance. Differentiators: 24/7/365 delivery claim. Differentiators: focus on SMBs. Differentiators: combination of IT help desk, customer support, and technology consulting. Key Firmographics: Founded Year: 2002. Sectors Display: Information technology services. Sectors Display: Customer support. Sectors Display: Call center outsourcing. Sectors Display: Technology consulting. Headquarters Display: New York, NY, United States (HQ). Ownership Type Display: Private. Pricing & Engagement: Models: Name: Custom quote. Models: Best For: Organizations seeking tailored support scope and staffing. Models: Description: The site invites prospects to request a custom quote for call center services.. Models: Name: No long-term contracts. Models: Best For: Shorter or more flexible outsourcing engagements. Models: Description: Public profile snippets state that the company offers no long-term contracts.. Models: Name: Affordable pricing. Models: Best For: Budget-sensitive SMEs. Models: Description: Public materials describe services as simple and affordable, but no pricing amounts are

Geography

Countries listed in the structured record include -. Delivery Center Details: Centers: City: New York. Centers: Country: United States. Centers: City: Sarasota. Centers: Country: United States. Centers: City: San Francisco. Centers: Country: United States. Centers: City: Bengaluru. Centers: Country: India. Centers: City: Mumbai. Centers: Country: India. Services & Offerings: Categories: Name: IT support. Categories: Services: IT help desk. Categories: Services: Tech support. Categories: Services: Application support. Categories: Services: Windows support. Categories: Services: Linux support. Categories: Services: Mobile app support. Categories: Name: Customer service. Categories: Services: Inbound call center services. Categories: Services: 24/7 call center services. Categories: Services: After-hours support. Categories: Services: Customer support. Categories: Services: Order taking service. Categories: Name: Back office. Categories: Services: Back office services. Categories: Services: Transaction processing services. Categories: Name: Support channels. Categories: Services: Phone support. Categories: Services: Email support. Categories: Services: Live chat support. Categories: Services: Social media support. Categories: Services: Remote access and management. Executive Summary: Summary: 31West Global Services is a privately presented outsourcing provider centered on IT support, help desk, customer service, and call center operations for small and mid-sized businesses, with public-facing materials describing global service coverage and 24/7 support.. Asset Fact Document Summary: Role: other_document. Summary: ## CALL CENTER METRICS _Best Practices in Performance Measurement to_ _Maximize Efficiency & Quality_ _(White Paper)_ * * * ## CONTENTS 01. Service Level ..... 4 02. Agent Schedule Adherence ..... 6 03. Active and Waiting Calls ..... 7 04. First Call Resolution ..... 8 05. Call Abandonment ..... 10 06. Average Handling Time ..... 11 07. Customer Satisfaction ..... 12 08. Contact Quality ..... 13 09. Forecast Accuracy ..... 14 10.

Methodology

31west Global Services's BPOIndex scorecard is assembled from public, attributable evidence rather than vendor-submitted marketing claims or a paid-placement package. The research pass reviewed 35 distinct source URLs and retained 61 substantive facts or company sections with direct citations. Each retained observation is tied to the page where it was found and to the date on which that page was observed. Information that could not be traced to a reviewed public source was left out. This distinction matters because a provider's website may describe broad capabilities without publishing buyer-specific service levels, staffing commitments, commercial terms, delivery capacity, or independently comparable outcomes. Collection and publication are separate. Collection discovers public pages, records evidence, and builds structured sections for company background, services, delivery footprint, operating signals, and credentials. Publication includes only substantive observations carrying an HTTP citation. The strengths below identify areas where the provider has published inspectable information; they are not guarantees of quality, price, security, or fit. Evidence gaps are questions the reviewed sources did not answer at a buyer-specific level, not negative claims about the provider. Peer links are navigation aids from other canonical BPOIndex profiles, not a claim that every company is identical in size, geography, specialization, or commercial model. Buyers should compare the underlying service taxonomy, locations, evidence, and current score dimensions. Confirm scope-specific service levels, named delivery sites, staffing assumptions, security controls, continuity plans, pricing units, minimum commitments, and referenceable outcomes directly with the provider. The observed dates show when evidence was collected. Later enrichment can add newly published sources, but unsupported inference, duplicate shells, and generic filler do not qualify a page for indexing.

Read the full GB100 methodology

Coverage gaps

• Insufficient public evidence for headquarters coverage.

Services

• Chat Support
• Sales & Marketing
• Finance & Accounting
• Technical Support
• Customer Support
• Accounts Payable
• Back Office

Industries Served

• E-commerce & Retail

Contact

Website: https://www.31west.net

Email: sales@31west.net

Phone: 18772625030

LinkedIn: http://www.linkedin.com/company/31west-global-services

Frequently Asked Questions

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