Working Solutions

Business Challenges

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.
Business Challenges
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.

Overflow Management

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 On Demand 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.

Capital Investment

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 On Demand 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.

Working Solutions helps our clients:

  • Increase revenue
  • Expand margins
  • Improve capital management
  • Increase customer satisfaction
  • Reduce churn
  • Improve competitive differentiation
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