Work@Home
Our comprehensive Work@Home network employs CSRs to perform services including customer care, technical support, acquisition & retention, directory assistance, and 2-way text response. With staff located in the United States, Canada and the Philippines, we offer geographic diversity that provides our clients with multi-lingual, multi-modal and rapidly scalable options.
Our network includes the recruitment, training, certification, registration, and payment processes/infrastructure to support any number of home-based agents. We provide immediate, accurate support 24 hours a day, 365 days a year via a model that supports home agents located within 45-miles of a brick-&-mortar site as well as a completely virtual solution.
Our expansive, global applicant pool gives us the ability to pinpoint the right talent for each client program and open position. In 2009, we tested 500,000 applicants and in the first five months of 2010 that number was already 400,000. Through our highly selective recruiting process the overall pass rate for the testing is less than 23%.
Features and Benefits of the kgb_ W@H Solution:
- High Caliber Agent Pool
- • 48% High School or Vo-Tech Graduates
- • 47% College degrees or greater
- • Bi-lingual
- Increased levels of job satisfaction
- • Improved work quality
- • Improved operational metrics
- • Higher levels of customer satisfaction & service levels
- • Greater retention
- Recruiting, training, & certifying anytime, anywhere:
- • iRecruit - a rapid, automated hiring tool;
- • eLearn - online and virtual assisted ‘classes’
- • Schedule choices: split shifts, shorter schedules, increased flexibility
- Improved business continuity via geographic diversity.
- • United States
- • Canada
- • Philippines
- Multi-modal, flexible channels: Voice, e-mail, chat, web, 2- way text, IVR
- State of the Art, dependable connectivity
- • Multi-carrier dependability
- • Dual data center redundancy
- • Backup power resources for all business functions
- • Dual modality voice communication (landline & VoIP)
- A focus on Security
- • Facial Recognition
- • Desktop Security
- • PCI Compliance
- • Controlled Access
- • Password Protected
At the end of the day, it is the performance results that we consistently deliver to our clients that really matter. Whether your goals are to improve performance, increase customer satisfaction or develop long-term relationships with your customers, the kgb_ Work@Home solution delivers as no other partner can. We are 100% confident that your company, and most importantly, your customers will benefit from the kgb_ Work@Home difference. Contact us today to get started.
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