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Case Study: Financial Services
This global leader in the financial protection services industry relies on Working Solutions
to help provide insurance and warranty protection programs to over 60 million subscribers protecting customers
against loss, theft, damage and malfunction of electronic equipment.
The Challenge
In Q4 of 2002, the financial protection services
company was preparing to launch a new enrollment
and marketing plan which would require activating a
massive training program for their in-house specialist
staff, while simultaneously ramping up headcount to
continue servicing existing customers.
In order to successfully execute the new enrollment
and marketing plan, the client would need to develop
an entire team of alternate support specialists to avoid
losing sales while in-house agents were in training.
To competitively maximize sales and increase customer
loyalty, the company needed to keep costs low and
maintain high average order values, boost closing
percentages and, most importantly, increase first-call
resolution rates. Ideally, the company needed access to
a team of specialists with financial services experience,
excellent sales conversion skills and high close rates,
without the expense and risk of attrition that is
typically associated with adding full-time employees.
The Solution
We continue to
be impressed with…the
quality of support
specialists provided by
Working Solutions.
It is always reassuring
to know the leadership
at Working Solutions
stands willing to go the
extra mile for us.
Senior Director
The financial protection services company urgently needed to
develop a team of alternate support specialists with financial
services and sales experience. After researching several
options, they realized that only Working Solutions’
Agents OnDemand
offered the quality and quantity of specialists
they needed.
Working Solutions provides:
- Quality of Choice
- Working Solutions enlists agents across
the United States. Businesses can elevate their hiring criteria to
obtain specialists who exceed their current in-house standards;
- Quick Scalability
- When a need arises such as new enrollment initiatives, Working Solutions
rapidly provides support specialists from its community of highly
experienced professionals;
- Flexible Scheduling
- Agents OnDemand can be scheduled in
15-minute increments, tailoring capacity to match call volume
while keeping costs down;
- Quality Control
- Support specialists’ performances are
observed on a regular basis through real-time monitoring and
end-customer surveys to ensure high touch and consistent
quality; and,
- Superior Agents
- Support specialists have an average of
5 to 7 years of industry experience; over 80% have a college
background.
The Result
As a result of their partnership with Working Solutions, the
company has been able to:
- Implement new programs and provide necessary training
without losing crucial sales because of downtime
- Efficiently respond to fluctuations in daily and seasonal
customer call volume
- Capitalize on their sales opportunity window
- Avoid costs associated with hiring and training
full-time employees
- Trim average call abandonment rates to less than 5%
A few weeks after implementing the enrollment plan, the
company added another new retail client increasing their
call volume by more than 1000%. Within 48 hours Working
Solutions supplied hundreds of additional agents, fully
conversant on client-specific curriculum.
Working Solutions’ Agents OnDemand offer the company:
- Around-the-clock solutions
- Specialists schooled specifically in the client’s curriculum
- Skills-based call routing, linking the most qualified support
specialists to calls first
Through their long-term relationship with Working Solutions,
the financial protection services company is able to focus
their resources on implementing strategic services while
simultaneously growing the retail client list and enjoying
significant return on investment.