Delivering Exceptional Customer Experience and Operational Expertise at Scale

Contact center outsourcing benefits organizations with high customer interaction volumes or seasonal and unpredictable demand. Those industries include consumer services and retail, financial services, healthcare, travel and transportation, technology, utilities, and others. They rely on Working Solutions for scalable customer support, consultative services, rapid-response programs, and long-term operational support tailored to their unique business needs.

For more than 30 years, Working Solutions has helped organizations deliver exceptional customer experience (CX) through a combination of AI-enabled technology, skilled agents, and proven operational expertise. Recognized as Contact Center of the Year by Customer Contact Week (CCW), we tailor every contact center outsourcing solution to our clients’ unique business goals. This provides them the flexibility, scalability, and performance needed to adapt as business demands evolve.

Customer experience analytics (CX analytics) play a role throughout every stage of the customer experience (CX) lifecycle, including recruiting, agent education, quality assurance (QA), and ongoing contact center operations. We use business intelligence (BI) to identify opportunities for greater efficiency, improve performance, and deliver better business outcomes.

In recruiting, for example, analytics help identify the skills and attributes needed for each client program, creating a highly targeted talent pool and reducing recruitment time by more than 65%. The result is an on-demand workforce that can be assembled in days, enabling organizations to respond quickly to changing business needs while maintaining exceptional customer experiences.

The right balance between artificial intelligence (AI) and skilled live agents depends on your business objectives, customer expectations, and the complexity of the interactions you manage. AI excels at automating routine tasks, accelerating response times, and providing agents with real-time insights that improve operational efficiency and consistency.

When conversations require empathy, critical thinking, or nuanced decision-making, skilled agents make the difference. They resolve complex issues, build trust, and create meaningful customer relationships. At Working Solutions, we believe the strongest customer experience (CX) comes from combining AI-enabled technology with human expertise, allowing each to do what it does best.

Our on-demand workforce includes more than 150,000 skilled agents across the United States and Canada for onshore support, as well as Jamaica for nearshore services. Because our workforce is virtual, we can quickly shift resources to maintain business continuity during regional disruptions, natural disasters, and periods of increased demand.

Our workforce model also prepares two to three trained agents for every full-time equivalent (FTE) required on a client program. This approach enables us to scale support by 200% to 300% when needed, helping clients respond quickly to seasonal peaks, unexpected events, and changing customer demand while maintaining exceptional customer experience (CX).

Protecting customer data and maintaining a secure, virtual contact center environment are fundamental to our operations. Working Solutions partners with endpoint security provider ThinScale to help safeguard every customer interaction and support a secure and protected remote workforce. Our skilled agents receive comprehensive education on security, ethics, compliance, and data protection, supported by strict confidentiality agreements, clean-desk policies, background checks, and ongoing security protocols. These measures help ensure compliance with the Health Insurance Portability and Accountability Act (HIPAA) and other industry security standards while protecting sensitive customer information.