ONESUPPORT FOR ENTERPRISE

TALENT ACQUISITION &
TRAINING APPROACH

THE WORK-AT-HOME MODEL:
TALENT ACQUISITION &
TRAINING APPROACH

We provide new hire virtual classroom training, one-on-one mentoring, cross-training, and refresher/continuing education as needed. Our curriculum is initially built after attending a Train-the-Trainer (T3) session with our client, in which we discuss training expectations and details of the new engagement. Typically, we rebuild the training materials supplied by our client so that they fit with our training structure, including screenshots and walkthroughs of applicable tools. During the onboarding and training process, we work closely with our client to ensure we have all information needed to prepare agents.

PIONEERS OF THE WORK-AT-HOME-MODEL

OneSupport has the experience and unique ability to rapidly train a multitude of universal agents to ensure business continuity and disaster recovery. Additionally our infrastructure allows for continued education to cross-train agents on new skillsets, provide refresher courses, and onboard new hires for orientation and training. Whether we need to deploy materials for a small handful of agents or roll out training for an entire business unit, OneSupport’s background places a priority on training and knowledge for our entire staff.

Work-At-Home Model
Talent Acquisition & Culture
Implementation & Onboarding
Quality Assurance & Observations
Training & Nesting Process
Universal Agent Model

WHY ONESUPPORT IS THE RIGHT PARTNER FOR YOU

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SERVICE DESIGN EXPERTISE

Our solutions are designed based on the needs of your customers and your business goals.

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TRANSFORMATIONAL APPROACH

We apply innovative technology in order to deliver a unique customer experience and maximum efficiency.

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OUTCOME-BASED BUSINESS MODELS

Our long-term strategic partnerships are based on contractual models which aim to increase the success of our clients.

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DELIVERY CAPABILITIES

We deliver OneSupport quality services with the highest data security and compliance standards.

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PIONEERS OF WORK-AT-HOME

OneSupport has established itself as the leader in the Work-at-Home contact centers, with over 18 years of experience operating our Work-at-Home model at scale, based in 26 U.S States and the Mexico City metropolitan area, and multiple Brick-and-Mortar sites in Texas and Mexico to supplement our Work-at-Home operations.  

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AGILITY AND CUSTOMER CENTRICITY

We are quick to adapt and customize our services to the changing needs of our clients.

THE FULL ONESUPPORT FOR ENTERPRISE SOLUTION

PIONEERS OF THE WORK-AT-HOME MODEL

TALENT ACQUISITION & TRAINING APPROACH

PLATFORM INTEGRATION

CONTACT CENTER MANAGEMENT

OMNI-CHANNEL SUPPORT

TALENT ACQUISITION & TRAINING

GROWTH & SCALABILITY

ENTERPRISE CONTACT CENTER SOLUTIONS

THE WORK-AT-HOME MODEL:
TALENT ACQUISITION & TRAINING

We provide new hire virtual classroom training, one-on-one mentoring, cross-training, and refresher/continuing education as needed. Our curriculum is initially built after attending a Train-the-Trainer (T3) session with our client, in which we discuss training expectations and details of the new engagement. Typically, we rebuild the training materials supplied by our client so that they fit with our training structure, including screenshots and walkthroughs of applicable tools. During the onboarding and training process, we work closely with our client to ensure we have all information needed to prepare agents.

b3lineicon|b3icon-house||House

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.

 

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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.

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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.

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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.

b3lineicon|b3icon-user-rating||User Rating

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
b3lineicon|b3icon-user-check||User Check

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.

ONESUPPORT’S WORK-AT-HOME MODEL

20+ YEARS EXPERIENCE IN SUCCESSFUL WORK-AT-HOME

OneSupport has the experience and unique ability to rapidly train a multitude of universal agents to ensure business continuity and disaster recovery. Additionally our infrastructure allows for continued education to cross-train agents on new skillsets, provide refresher courses, and onboard new hires for orientation and training. Whether we need to deploy materials for a small handful of agents or roll out training for an entire business unit, OneSupport’s background places a priority on training and knowledge for our entire staff.

WHY ONESUPPORT IS THE RIGHT PARTNER FOR YOU

et|icon_link_alt|

SERVICE DESIGN EXPERTISE

Our solutions are designed based on the needs of your customers and your business goals.

et|icon_lightbulb_alt|

TRANSFORMATIONAL APPROACH

We apply innovative technology in order to deliver a unique customer experience and maximum efficiency.

fab|fa-pushed|

OUTCOME-BASED BUSINESS MODELS

Our long-term strategic partnerships are based on contractual models which aim to increase the success of our clients.

et|icon_datareport|

DELIVERY CAPABILITIES

We deliver OneSupport quality services with the highest data security and compliance standards.

et|icon_globe|

PIONEERS OF WORK-AT-HOME

OneSupport has established itself as the leader in the Work-at-Home contact centers, with over 18 years of experience operating our Work-at-Home model at scale, based in 26 U.S States and the Mexico City metropolitan area, and multiple Brick-and-Mortar sites in Texas and Mexico to supplement our Work-at-Home operations.  

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AGILITY AND CUSTOMER CENTRICITY

We are quick to adapt and customize our services to the changing needs of our clients.

Let’s Partner Up

Say Hello!

Now you know a little bit about us, we’d really love to talk about you!
How we can help you create new connections with customers and prospects?
No matter your business challenges and opportunities, we’ve got friendly conversation waiting for you!

If you feel more comforable giving us a call,
we can be reached 24/7/365 at (844) 818-3415

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