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There are long-standing and compelling reasons to consider outsourcing contact centers, including cost savings and improved ROI. However, with the continued focus on customer experience driving a multi-channel delivery model, it is important to consider other key elements beyond cost.
Before any final decisions on outsourcing can be made, it is important to consider the most effective model. Recent technological advances have improved the ability for outsource partners to provide more cost-effective virtual services. The remote agent model has proven ROI and typically saves money over an internal brick and mortar call center. However, there are still some skeptics who believe that remote agents cannot be as effective as those in a brick and mortar facility. That is simply not true.
When considering a remote agent model, consider these facts:
The truth is that outsourcing became popular strictly because cost savings were the primary objective. This model created a serious gap in customer service quality, resulting in another mass change, often in-sourcing the contact center, creating even more cost for the company. However, there are other, more effective ways to consider outsourcing. Virtual contact centers support transaction volume for supplemental, incremental and seasonal adjustments unlike any brick and mortar center. When added up, the formula is simple – virtual contact centers have more to offer and are an excellent choice when considering outsourcing.