5. call center provider qualifications and referenceswsmarketing.info/docs/sh/sec5sh.pdf ·...
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5. CALL CENTER PROVIDER QUALIFICATIONS AND REFERENCES Al l ca l l cent er pr ov i der s mus t pr ov i de t he f o l l owi ng i nf or mat i on f or t he i r pr oposal t o be cons i der ed:
5.1 A brief outline of the call center provider and services offered, including: 5.1.5 Full legal name of the company Working Solutions LLC 5.1.6 Year business was established 1996 5.1.7 Number of locations Working Solutions does not have traditional, brick-and-mortar call centers, which are limited by geography. Instead, our remote agents are part of distributed workforce, operating with great flexibility through a virtual network 150,000+ strong that spans the United States and Canada. 5.1.8 Number of people currently employed, including how many are in each department We have 150 employees, with 80% of them officing offsite and the rest working at our Dallas HQ. Remote workers include executives from our senior management team and their staff respectively.
Estimated Department Size by Employee
Department Operations/program success 30%
Education (training) 25%
Innovating solutions and support 12% Talent management 10%
Information technology 10%
Finance 7%
Business development 3%
Marketing 3%
Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC
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5.1.9 Income statement and balance sheet for each of the two most recently completed fiscal years certified by a public accountant Working Solutions has been privately held since 1996 and therefore does not disclose financial information. Please refer to section 4.2.7 for further information.
5.2 An outline of the services currently supported Working Solutions provides clients a wide variety of business process outsourcing (BPO) services for diverse industries, such as consumer services, healthcare, retail, travel and hospitality. Those services include customer care, sales, technical support, back office, data entry and billing.
5.3 A description of your geographic reach and market penetration. We serve FORTUNE 500 companies, as well as mid-sized businesses. Clients see value in our proven, distributed-workforce model. A number of them have been with us for years, including A Place for Mom, Egencia and StubHub. Other clients will work with us, conclude their programs—and later return for repeat business, such as McKesson and Intuit.
5.4 An outline of your partnerships and relationships to date. Di vi ded by i ndus t r y , b e l ow ar e s ome of our c l i ent s , pas t and pr es ent :
Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC
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5.5 An outline of your current and future strategies in the marketplace. The growth and development of our company will be driven by the convergence of artificial intelligence and intelligent agents. As customers rely more on self-service, they will expect highly sophisticated agents to take over where the technology leaves off for exceptional experiences. So, the two must blend well together—seamlessly and flawlessly. Our offerings will include cloud- computing services, social media platforms, business analytics and process automation software. They all must integrate to deliver superior products and services.
5.6 Describe how Senior Helpers® would be protected in the event your company has any of the following occur: bankruptcy, receivership, liquidation, take-over, and absorption. Senior Helpers and Working Solutions will both be protected in any of the above scenarios by detailed language described in the Master Service Agreement. With 24 years of consecutive growth and strong financials, any of the above scenarios are highly unlikely.
5.7 Information on clients, including: 5.7.5 Total number of current unique clients (e.g. a Franchise System would be counted as one client) As a private company, we are unable to disclose exact client count or specifics. We currently have more than 15 unique and active clients. 5.7.6 Total number of new clients in the past 24 months Working Solutions has added seven unique clients in the past 24 months. 5.7.7 Total number of clients lost in the past 24 months, explaining the reasons for the separation In the past 24 months, Working Solutions has lost only two clients: 1) One was unable to meet its financial obligations, and as a result, Working Solutions terminated the relationship; and 2) The second client was acquired by another company, which brought all support services in-house. 5.7.8 A list of clients with similar needs using similar services A Place for Mom; Qualify inbound leads for people seeking assisted senior living for their loved ones and connecting them with the proper placement consultants, based on location.
Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC
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Sylvan; Centralized contact center for franchise locations throughout the United States. Working Solutions handles inbound calls from the national 800# and individual franchise DIDs to book assessments and appointments for the individual franchise locations. Working Solutions makes outbound contact attempts to prospective customers who enter their information online and will follow up with prospect an additional eight times, if necessary. Each of these roles requires a strong emphasis on empathy, compassion and building rapport.
5.8 References Pl ease pr ov i de t hr ee ( 3 ) r ef er ences f or whi ch you have pr ovi ded i nbound cust omer ser v i ce . I nc l ude l engt h of r e l at i onshi p and a br i ef over v i ew of ser v i ces pr ov i ded.
Sylvan Learning is the most similar program in size and scope to Senior Helpers’ current needs. We are a centralized contact center for the individual franchises around the country. We help with both inbound calls (national number and individual franchise DIDs) and web inquiries. Working Solutions’ primary goal is to book assessments for the individual franchises from the inquiries.
BioTel is a heart-monitoring company that uses Working Solutions agents for initial setup up of device and for ongoing customer support needs. Our agents also will make outbound calls when a device’s alarm goes off and take the proper action for the specific scenario.
Company: Sylvan
Contact: Susan Valverde
Phone: (410) 843-8855
Email: [email protected]
Company: Biotel Heart
Contact: Jeff Hager
Phone: (847) 720-2290
Email: [email protected]
Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC
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A Place for Mom; Qualify inbound leads for people seeking assisted senior living for their loved ones and connecting them with the proper placement consultants, based on location.
Company: A Place for Mom
Contact: Al Somers
Phone: (206) 285-4666
Email: [email protected]
Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC