A cross-functional team is assembled for each project’s execution, management, and improvement. This team works directly with the client, guiding the project using workforce management and quality assurance processes. To keep client data secure, Working Solutions implements several technology processes and systems.

The Working Solutions account services team pioneered the remote agent management practice, and our scheduling, work adherence, and forecasting processes make sure that each client’s project is always fully supported. Our workforce management strategies help to ensure efficient agent headcount at all times, with the ability to rapidly ramp-up the agents needed during crisis or unforeseen events.

Working Solutions’ quality assurance programs are designed specifically for each client project, based on individual processes and regulatory requirements. Our call review approach implements “best in class” processes to ensure compliance with project requirements and maximize results regarding project metrics. Real time reporting of customer transactions and performance data is provided to the client on their desired level of feedback.

• Review – Our call review approach implements “best-in-class” processes towards measuring service against project requirements and metrics.
• Feedback - Feedback sessions are routinely conducted, based on client comments and project requirements, and they help to improve agent talent.
• Reporting - Customer transactions are recorded, evaluated, scored and given to the client in real-time.
• Encouraging - The quality team works to understand the client’s expectations and each agent as a person. After knowing what drives individual agents, we apply unique, performance-enhancing methods and incentives.

Secure customer information is an essential aspect of any client project, and many measures are taken to prevent fraud, data loss, or breach of client information. Security measures start with scanning the agent’s hard drive before they log on to our clients’ systems, securing the computer while they work, and assuring the most recent client updates are installed.

Working Solutions utilizes an image integrity scan, which is required prior to logging into a remote work session. This scan ensures that all remote agents are complying with image set requirements, such as OS version and WS iNet applications. The scan also verifies the workstation is running an approved security package that has been updated with proper patches and meets minimum project requirements.

Because our home agents use their own computers, Working Solutions utilizes a virtual desktop while the agent is logged in. The virtual desktop runs a separate instance of the OS and prevents certain functions such as copy, paste, and print. Data security is vital, and we make sure information is never stored or saved to the agent’s PC.

To assure our clients that we are meeting all security concerns, Working Solutions maintains compliance with several of the data security standards such as PCI, HIPAA, and SOX.