| Our Novel Approach to Outsourcing |
| TRG Customer Solutions operates a full-service Work-at-Home (WAH) network in both the United States and Canada that supplements its North American bricks and mortar production facilities. The WAH model allows greater geographic diversity in both hiring and program deployment, and offers significant cost saving opportunities when managed effectively. |
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| Higher Quality |
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| Our WAH associates are typically older, more tenured and possess greater academic qualifications compared to the average customer associate in the contact center industry. Furthermore, they will have enjoyed dynamic careers in diverse fields before opting to spend more time at home. As a result, they are able to deliver superior customer interaction experiences and manage high value-added tasks and programs. And because geographic proximity to a physical center is less of a factor, we have the ability to widen our pool of recruits and increase the diversity of our hires. |
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| Better Retention |
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| The ability to work from home and manage a flexible work schedule is inherently appealing to our WAH associates and greatly enhances their job satisfaction. This has a direct impact in lowering attrition and absenteeism – two of the primary factors behind program delays, SLA shortfalls and higher costs. And because our WAH associates are more content, their enthusiasm and motivation drives higher quality scores. |
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| Our Model |
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| We employ a ‘hub and spokes’ model where we build WAH networks within the geographic density of our physical contact center sites. There are multiple advantages to our approach: |
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We can manage quality much more closely |
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Our model offers built-in business continuity by offering multiple sites for fail-over support |
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We can recruit from pre-screened candidates in our existing sites to save on recruitment time and costs and, indirectly, reward top associates by providing them with an opportunity to have a more flexible working schedule |
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We can manage surges in workforce management by leveraging both WAH and contact center associates |
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We can provide highly impactful in-person coaching and training to supplement our remote training modules |
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We offer WAH associates proximity to physical IT infrastructure and personnel for any and all systems requirements |
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| We have comprehensive procedures in place to ensure that WAH programs are set up securely, monitored remotely and audited continuously for quality control. Our best practices extend to logical security controls and data encryption so that information transfer is executed seamlessly and confidentially. |
