Working Solutions is a leader in on-demand contact center outsourcing, with core operations in the United States and Canada. Started in 1996, its clients include FORTUNE 500 companies, mid-sized businesses and other organizations. Industries served span consumer services/retail, energy, financial, healthcare, pet care, travel and hospitality. A woman-owned business led by chief executive Kim Houlne, Working Solutions is seen as an innovator in virtual workforces for customer experiences (CX). Through its core team of employees and network of 150,000+ independent contractors, the company provides North American contact center solutions in customer care, sales and tech support—often with double-digit results.
What Working Solutions offers its clients
We know how to blend artificial intelligence (AI) and intelligent agents (IA) for premier customer care.
Automated customer service is a driving force in the contact center industry today. Customers like the ease of serving themselves—with a simple click, swipe or voice command.
But as every consumer knows, artificial intelligence (AI)—for all it’s touted—only goes so far in the real world. For complex interactions, intelligent agents (or IA) are needed. Tech-skilled and business-savvy, they pick up where AI leaves off.
And regardless of the situation, simple or complex, customers now expect the Holy Grail of customer service every time—seamless experiences.
That’s why Working Solutions blends the two—AI and IA. Automation for speed and efficiency. Agents for sophisticated solutions. An example would be dealing with global distribution systems (Amadeus, Sabre and Travelport) to book business trips.
But even with the best systems, customer issues can still arise. That means agents must be able to not only work the apps and platforms—but also know the workarounds.
Here's an example: Customer service these days takes high tech, and often, a human touch. Case in point, Working Solutions travel agent Kathleen got an 11 p.m. call from a woman customer in Paris needing an early-morning flight home to the United States.
As Kathleen searched for a flight, the woman, who was exhausted, fell asleep. Kathleen could hear her snoozing. So, she kept holding—for 30 minutes. With the customer awake, Kathleen finally was able to provide the woman a new flight reservation, enabling her to make it home in time.
How Working Solutions outshines the competition
Working Solutions’ strengths lie in sophisticated recruiting, education and operations of customer-experience (CX) workforces. This ensures excellent sales and service for clients and their customers.
We are a company to count on. Throughout the pandemic, our virtual business model rose above the fray of fractured customer service that companies experienced. Today, we know that on-demand, flexible and remote are just the price of admission for any reputable business process outsourcer (BPO).
Real value comes from sustained performance. Working Solutions rates #1 in side-by-side comparisons with other service providers on most client programs. Often, we set the CX benchmarks that other service teams are expected to meet. We excel at the metrics that matter most—from faster handle times to more upsells to improved customer satisfaction. All bankable results.
Working Solutions company structure
Privately held company.
Sample highlight service offering of Working Solutions
Economics-of-scale offers are the kinds of deals that Working Solutions might include. Those could be volume pricing for 50 full-time equivalents (FTEs) on a client program, and then again, an additional cost savings with 100 FTEs. This plays to our ability to scale work and flex capabilities and resources, all according to client needs.
Another instance of a best deal might be free, artificial-training simulations for agents at no charge to the client. Our company is well known for educating agents in a client’s business, transforming them into brand advocates.
