The future is uncertain; it’s very difficult for any business to know what their contact center needs will
be in five years or even next year. When you partner with Working Solutions, it doesn’t matter. We
have the capability to meet all of your contact center business challenges now and in the future. If
you need extreme flexibility, fast scalability, or don’t want to take the risk of making a large capital
investment, Working Solutions has the answer.
There are several reasons why companies turn to
the home agent model: they need a disaster
recovery and business continuity plan; a plan to
manage overflow and peak call volumes; an
alternative to making a large capital investment; a
higher quality workforce; or a method to curb
attrition. Home agents address these challenges in
today’s business climate.
What sets Working Solutions apart from our competitors is our ability to meet our clients’ business
challenges more effectively and efficiently via our specialized agent community, our tenured
management team, and our versatile technology infrastructure.
One of the biggest challenges for brick-and-mortar facilities is planning for call volume spikes. Being
understaffed for peaks leads to lost revenue and dissatisfied customers. On the other hand, it doesn’t
make sense to schedule agents for 4- or 8-hour shifts when they are only needed for 90 minutes.
With our Agents OnDemand solution, you’ll have 30% of unplanned flex capacity at any time, which
means you don’t have to worry about overstaffed centers or long customer hold times. Furthermore,
Working Solutions can add up to 70% flex capacity within a matter of days.
Disaster Recovery & Business Continuity
If and when disaster strikes, disabling one or more of your contact centers, Working Solutions’ agents
are prepared to handle additional calls quickly. We generally prepare our people on a 2:1 ratio,
meaning two agents are prepped for every position. At no additional cost to our clients, an equally-qualified,
alternate agent is on standby, who knows your company’s products, services, systems,
branding, and culture. If a large catastrophe happens, we can easily reach out to our 76,000+ network
of pre-screened agents.
Agent Quality & Attrition
The problem of finding and retaining high quality people has always plagued the contact center
industry. By contrast, home agents tend to be highly experienced, and they retain their jobs for longer
periods of time. The average Working Solutions agent, for example, is 38-years-old, has a college
education, and has more than ten years of customer service experience. Overall, our attrition level is less
than 10%, which is unheard of in a brick-and-mortar environment.
Building contact centers, whether brick-and-mortar or virtual, is a huge expense and long-term
investment. Working Solutions has saved our clients millions of dollars in capital expenses, while at the
same time earned them more revenue via our Agents OnDemand solution. For companies wanting to
deploy their own home agents, WS iNet allows them to take advantage of our fully hosted and managed
technology, thus avoiding large capital expenditures while improving their balance sheets.