Our business-intelligence analytics detect patterns, spot problems and illuminate solutions otherwise missed in the rush of day-to-day operations. They find and connect the dots. Working Solutions applies analytics throughout all its CX operations and client programs to improve performance in measurable ways.

Data-driven service elevates customer experiences and generates repeat business. Research shows 33% more is spent by returning customers who are loyal to a company’s brand.

There are three core functions in every CX ops. They are recruiting, agent training or education, and ongoing operations. For each, we use analytics to identify opportunities to introduce efficiencies and uncover opportunities for business improvement.

Take recruiting as an example. Business intelligence is used upfront to screen for certain agent skills. This creates a targeted pool of talent, cutting recruitment time by more than 65%. This means a customized client workforce can be put together in only days to handle pressing issues and lower response times.

Yes, but be mindful of what it takes to incorporate new-age artificial intelligence (AI) into legacy systems with live agents. A phased approach works best to keep costs in line and changes manageable. AI-enabled applications and platforms, such as CallFinder, allow CX operations to detect service patterns and troubleshoot problems.

This data, in turn, helps ops teams fine-tune agent skills and improve their performance. This way, AI complements intelligent agents (IA). It’s a gradual process to identify the opportunities, retool processes and acclimate personnel for success in integrating the two.

They have shared roles in protecting data and improving operations. For instance, scanning umpteen datapoints, artificial intelligence (AI) safeguards customer experiences. It screens call patterns, voice variations and verbal cues to spot likely scams. AI detects out-of-the-ordinary requests, confirms caller IDs and alerts security of questionable activities.

Warned of a threat, intelligent agents (IA) then can zero-in with the appropriate response and deal with it. Solving problems like this reveals the power of combined AI-IA solutions.

The proper mix depends on the nature of your business and customer-service emphasis. Is it process-oriented or more personal? Such factors need to be weighed for the right combination.

Artificial intelligence is known for improving efficiency. Automated service to handle routine, repetitive tasks for quick-touch, real-time solutions. For all of its benefits, AI does have limitations when customer issues become too complex.

This is where intelligent agents, who must be as savvy as the technology they use, step in. These agents know the workarounds when an application comes up short. More importantly, they identify with customers, offering an empathetic voice and helping hand until the problem is solved—no matter how long it takes. Serving Customers, Awake and Asleep.

Outsourcing lets you scale customer support quickly, reduce costs and access trained professionals who deliver consistent, high-quality service. This is all done without the burden of recruiting and managing a large internal team.

In most cases, outsourcing lowers overall costs by reducing overhead, minimizing turnover and improving efficiency. You only pay for what you need, when you need it.

Yes. Outsourcing improves flexibility, ensures 24/7 coverage and allows you to focus on your core business while delivering better customer experiences (CX) through proven expertise.

Depending on your needs, we can deploy trained agents in days or weeks—not months—ensuring minimal disruption and immediate impact.

Industries with high customer interaction and seasonal or unpredictable demand—such as healthcare, retail, travel and technology—gain the most from outsourcing.

With the right partner, outsourcing enhances satisfaction by providing fast, personalized and professional support, backed by measurable quality standards.

We work closely with you to train agents on your brand voice, policiesand processes. This ensures every customer interaction feels seamless and aligned with your values.

Absolutely. Our on-demand model is designed for flexibility. We can quickly scale up or down as your needs evolve, whether that’s for a seasonal spike or long-term growth.

On-demand customer service offers numerous benefits. They include cost savings through efficient resource allocation, scalability to meet fluctuating demands and access to skilled professionals for prompt, personalized support. Working Solutions shows clients how to turn contact center operations, which are seen as overhead, into a profit center.

Responsiveness is built into our fast-flex service model. It enables us to deliver results in days—not weeks or months. This speed to efficiency is best illustrated with the Southwest Airlines case study. A severe storm, compounded by a system outage, stranded millions of holiday travelers across the country. In five days, Working Solutions agents closed 200,000+ open customer support tickets in record time. Such quick-turn solutions are possible with a resilient, customer-service model.

Our virtual workforce of 150,000+ agents spans the United States, Canada for onshore and Jamaica for nearshore. All agents work remotely, which enables us to shift resources as needed, such as operating outside of harm’s way in a hurricane. With our full-time equivalency (FTE) model, we train two to three agents for every FTE required on a client program. This robust ratio lets us flex up 200% to 300%, with rapid response for seasonal peaks, service spikes and unexpected events, such as the pandemic.

There is no charge for an upfront consultation with our experts to optimize your operations. During it, you’ll confer with Working Solutions CX teams to lay out the project groundwork and goals in broad strokes. It’s an exploratory exchange to best understand the opportunities within your specific needs.

Working Solutions’ expertise as a virtual contact center outsourcer spans the entire range of services—from recruiting the best agents to educating them in your business to performing to exacting metrics. We can offer you a consultative solution for one just one part of your business, such as agent education, or propose an enterprise plan that improves the entire CX workflow.

Right off, an initial consultation takes about a day, with follow-on sessions later to clarify and assess client data. The process involves a series of discussions to understand the scope of work and desired outcomes. A high-level proposal is then put together, outlining objectives, timelines and costs. Working with the client team, introducing the solution methodology in-house could take a week or two. Costs are dependent on project complexity.

Personalized customer service refers to tailoring service interactions to meet the individual needs and preferences of each customer. By leveraging data, technology, and human insight, businesses can offer a unique customer experience that enhances satisfaction and loyalty.

Implementing personalized customer service can significantly impact your business by increasing customer satisfaction and loyalty, driving repeat business, and enhancing your brand reputation. Personalized interactions make customers feel valued, leading to positive word-of-mouth and increased customer retention rates.

Absolutely. With the right blend of technology and skilled customer service representatives, personalized customer service solutions can easily scale up or down to match your business’s growth and fluctuations, ensuring you always meet your customers’ needs efficiently.

We leverage Artificial Intelligence (AI) technologies to support our Intelligent Agents (IA). This blend ensures that we can offer highly personalized and efficient service interactions for every customer.

Getting started is easy. Schedule a consultation with one of our customer service strategy experts. We’ll discuss your specific needs and how Working Solutions can craft a personalized customer service solution that drives your business forward.

We offer end-to-end healthcare contact center solutions. They include patient scheduling, claims and billing support, benefits verification, prescription assistance and customer service for providers, payers and medical-related businesses.

All of our agents are trained and certified to handle protected health information (PHI) securely, in full compliance with the Health Insurance Portability and Accountability Act (HIPAA), and the Health Information Technology for Economic and Clinical Health Act (HITECH) and industry best practices. We maintain strict, data-security protocols and regular audits to protect patient privacy.

Yes. Outsourcing healthcare contact center tasks to a specialized partner like Working Solutions enables faster response times. It also increases higher accuracy and results in a more compassionate experience, helping improve patient satisfaction, loyalty and care outcomes.

By scaling resources on-demand and improving operational efficiency, our healthcare BPO solutions lower overhead costs, reduce idle time, and help control staffing expenses—particularly during peak periods.

We partner with hospitals, health systems, clinics, senior care facilities, pharmaceutical companies, insurance providers, and health and wellness brands. Our flexible, customized solutions fit the unique needs of each sector.

Our on-demand model enables us to ramp up a team of experienced, HIPAA-compliant agents within days to meet surges in demand—ensuring seamless continuity of care and customer service.

At Working Solutions, we pride ourselves on our decades of experience and commitment. We leverage the latest technology and human expertise to deliver unparalleled customer service. Our bespoke approach means solutions are specific to your business needs, offering flexibility and scalability that moves with your operations.

Quality is at the heart of everything we do. Our agents undergo rigorous training, not just at the start but continuously, to keep up with the latest service-excellence standards. Plus, we have a robust, quality-assurance process in place, including regular monitoring and feedback sessions, to ensure that every customer interaction meets high standards.

Our scalable solutions are designed to flexibly adapt to your business’s changing needs, ensuring we can handle call volumes of any size, at any time. Whether you experience seasonal spikes or unexpected surges in calls, we’ve got you covered.

Getting started is simple. We begin with a detailed consultation to understand your business, customers, and specific needs. From there, we develop a customized plan, select the right agents for your project, and integrate our operations with yours. Our goal is to make the transition seamless and to start delivering exceptional customer service as soon as possible.

Personalized customer service refers to tailoring service interactions to meet the individual needs and preferences of each customer. By leveraging data, technology, and human insight, businesses can offer a unique customer experience that enhances satisfaction and loyalty.

Implementing personalized customer service can significantly impact your business by increasing customer satisfaction and loyalty, driving repeat business, and enhancing your brand reputation. Personalized interactions make customers feel valued, leading to positive word-of-mouth and increased customer retention rates.

Absolutely. With the right blend of technology and skilled customer service representatives, personalized customer service solutions can easily scale up or down to match your business’s growth and fluctuations, ensuring you always meet your customers’ needs efficiently.

We leverage Artificial Intelligence (AI) technologies to support our Intelligent Agents (IA). This blend ensures that we can offer highly personalized and efficient service interactions for every customer.

Getting started is easy. Schedule a consultation with one of our customer service strategy experts. We’ll discuss your specific needs and how Working Solutions can craft a personalized customer service solution that drives your business forward.

Our virtual business model delivers services that cost about a fourth less than regular, call-center operations. This is because clients are only billed for productive time, clocked down to the minute. Traditional providers with employee agents charge clients for their idle time, overtime and breaks.

We handle the same volume as call centers with about 20%-25% fewer agents as a result. In addition, no company with an employee CX model can flex up and down as fast and efficiently as we can with an on-demand workforce. Learn more about our secrets to customer service ROI.

When it comes to sales and customer-service operations, one of the most significant decisions businesses faces is whether to keep them in-house or outsource. Each approach has its own set of benefits and costs. Understanding the differences can help you make a more-informed choice for your organization.

Just consider:

Expenses for internal CX operations entail facility costs, full-time staff and associated labor costs, and ongoing investments in technology and infrastructure. All big-ticket expenses.

Being on-demand, outsourced CX normally offers better productivity, with work billed for the actual time serving customers—not in-house butts in seats. This model can streamline internal operations. For example, cost per agent generally is lower than staff due to the outsourcing’s economies of scale and operational efficiencies.

As part of remote-agent security, we partner with endpoint expert ThinScale to protect all customer experiences .  We provide agents with safe, back-end services and comprehensive training on ethics and security protocols. Our compliance measures, including a clean-desk policy and confidentiality agreements, are compliant with Health Insurance Portability and Accountability Act (HIPAA) standards. Background checks and drug screenings make sure agents are trusted professionals committed to watching over sensitive information.

We provide protected, omnichannel contact center application services. They are hosted in a hardened environment, providing peace of mind for clients and customers. Our solutions incorporate disaster recovery, redundancy and failover for continuity of your operations. Network security features the latest firewalls, duplicate backup technology, intrusion detection and passwordless multi-factor authentication (MFA). They are all part of an integrated approach to thwart potential threats and unauthorized access.

Working Solutions adheres to technical standards for data protection, including Payment Card Industry Data Security Standard (PCI DSS) Level 1 security for transactions and HIPAA compliance for healthcare. Our documented and auditable policies, procedures and processes protect the physical security of data. Encryption and monitoring safeguard data in transit. Rigorous policies, procedures and processes ensure all physical and transmitted data are secure.