Work-At-Home

• 24/7/365 Operations, we are always available for your customers
• US-based brick-and-mortar contact centers in San Marcos, Austin, and Corpus Christi, Texas
• Near-shore brick-and-mortar contact center in Mexico City, Mexico
• Work-at-Home program which covers 22 US states
• Prompt availability of on-demand resources for unanticipated spikes in volume
• Locations & Languages (Delivery Models Example)OneSupport’s corporate headquarters is based in San Marcos, TX with sites in Austin and Corpus Christi, TX alongside our nearshore facility in Mexico City, MX. In addition to our brick and mortar facilities, our Work-at-Home agent model spans 26 US states with over 1,500 employees. OneSupport’s language capabilities include English and Spanish delivery with translation service capabilities for up to 300 languages.

Talent Acquisition & Culture

Our approach fosters an inherent understanding of our business functions and provides employees with a fertile environment to innovate and hone their leadership skills. All supervisors, managers and support roles are promoted from within the organization. Since each employee has progressed through the call center floor, individuals at every level are intimately familiar with the delivery of our core product: serving customers in the successful delivery of our client’s mission. Coupled with our emphasis on creating a friendly, flexible and family-oriented work environment, we’ve created an atmosphere that encourages our people to stay and grow with us, resulting in higher tenure and lower than average turnover rates.

Training & Nesting Process

Our training strategy is 3-tiered: Agents are first presented training materials that encompass tools, procedures, and policies. Next they are given “live tours” of the tools and procedures by Trainers utilizing the actual tools and screen sharing the how/what/why of each. Lastly the agents themselves are tasked with using the tools to perform all the functions they would on the job.

Implementation & Onboarding

Typical time frame for onboarding a new partner is between 14-45 days, depending on requirements. We segment onboarding and implementation into 9 key areas:

• Scope of Work
• Staffing / Language Requirements
• Training
• Tool Set Integration
• Escalations & Outage Processes
• Client & Internal Communication

The project is assigned a OneSupport project manager for the duration of the onboarding window, and every client is given VP and Director level contact information.

Universal Agent Model

• Widened scope of support covering care, billing, and technical support
• Ability to cross-train tenured agents to support multiple omni-channels
• No transfers or having to retell the same story over and over, increasing FCR and CSAT

Quality Assurance & Observations

Our approach to providing quality assurance for COMPANY NAME involves the use of live monitoring, call recordings, QA calibration sessions, and a team-based approach to QA. Our QA team focuses on key elements such as:

• Soft Skills
• Methods and Procedures
• Client-specific customer experience focus

Each agent’s Team Leader completes additional technical evaluations and focuses on any specific goals that require emphasis. The Team Leader will cover these technical evaluations as well as the evaluation results from the QA team in bi-weekly and/or monthly coaching sessions with each agent to ensure that we meet and maintain QA goals.