Home Working
Vertex ViaHome
In addition to managing the customer experience for many of our clients in world class contact centers, we also help them improve their customers’ experience with Vertex ViaHome. Through this home working program we deliver the following benefits to our clients:
- Highly motivated employees delivering an exceptional customer experience
- A value-based solution that drives superior results
- A cost-effective model that is flexible, scalable, and reduces operating costs
- A socially and environmentally conscious green component.
Our high performing agents are capable of handling multiple work channels and
diverse work types. Working from remote locations including individual homes, they
are supported by our reliable technology infrastructure and centralized management.
The Spectrum of Vertex Home Working Solutions
Let us put our experience to work for you and your customers. We have a seasoned team of professionals who have developed our home working program and they will work closely with you to determine the specific program that is best for your business. We offer different homeworking program deployment options beginning with a fully virtual model, with no contact center required, a virtual management team, and centralized support functions. A hybrid model has a “brick and mortar” contact center, with some portion of the workforce working at home. To complement the deployment strategy, we can implement a variety of recruitment approaches: a migrated solution that transitions brick and mortar agents into virtual agents, or a tethered solution that consists of an agent base in close proximity to an existing Vertex contact center. The final option is an untethered recruitment approach which utilizes a geographically dispersed resource pool that is recruited, trained and managed virtually.
Unsure about outsourcing in general or concerned about implementing your own home working program? Explore implementing Vertex’s Build Operate Transfer (BOT) model. We’ll plan, build, test and operate the program for your organization under a short-term outsourcing agreement. At the end of the agreement, you can either take control of the program and bring it in-house, or elect to have Vertex continue to operate and manage the program.
The Vertex Home Working Differentiator
The core Vertex ViaHome differentiator is our operational expertise driven by innovation and excellence. This expertise is derived from our proprietary operational methodologies and tools including:
OutPerformPlus — health checks for continuous improvements
LEAD — learning, education, and development in a virtual training environment
ContactPlus — quality framework, customer satisfaction and analytics
PerformancePlus — standardized coaching models which drive performance
