case studies

receive updates on virtual work trends, articles and information.

privacy policy


British company uses home-based solution to meet labor challenge

the case

One of Britain’s leading broadband and satellite providers faced a severe worker shortage through an inability to hire employees in their existing call center locations due to labor market saturation. With little time to address the shortage in the face of extremely strong subscriber volume, a remote work solution was a natural fit for its speed, scalability and geographic reach throughout the United Kingdom.

how it was addressed

The company’s problem was addressed by a virtualwirks co-founder, leading the design, launch and management of the at-home team with locations in England, Scotland and Wales. With over 200 employees, it represented the largest at-home call center workforce in Britain. The client agreed to use the remote workforce, taking advantage of greater flexibility in the peak call volume periods by augmenting their premise-based teams. Specific success metrics were established around speed to which the work-at-home employees achieved performance goals after launch. The client began an internal audit to compare the remote workforce with the traditional bricks-and-mortar employees. The client also intended to include the virtual worker pool in their monthly surveys on customer satisfaction.

the results

By adopting a work-at-home solution, the client was able to achieve not only their original objective, but found additional benefit inherent in the work-from-home model. They were able to stem the labor shortage by obtaining additional workers from a broad geographic area, and found additional benefit in comparison with their existing workforce:

  • The flexibility of the work-at-home staffing model allowed for the client to improve interval staffing goals by over 20 points
  • Virtual worker ramp-up to proficiency was achieved in nine weeks – compared to the previous 12- and 18-week trend in the client’s centers
  • Quality scores improved by 18 points in the first three weeks out of training
  • In the first customer satisfaction survey taken 45 days after launch, the work-at-home team scored higher than the client’s existing workforce in 8 out of 10 survey questions and in overall customer satisfaction – after only one month in service

the virtualwirks privacy and permission policy

When you choose subscribe to virtualwirks.com, we’re dedicated to protecting your privacy.  To achieve that, we have adopted policies to ensure the virtualwirks site is a safe, trusted place for sharing our passion with you. This document outlines those policies and our efforts to enforce them.

policy on permission
virtualwirks uses a permission-based enrollment platform.  We intend to use it to maintain a list of people interested in our Company and to send periodic e-mail to those who specifically tell us they want to receive those emails.   It goes beyond the stipulations set forth in the United States’ Can-Spam legislation and is as follows: Once enrolled to be a virtualwirks subscriber, that recipient will be:

no list sharing
We do not rent, sell, or otherwise share our lists or those of our customers, in any way whatsoever. Period.

maintain privacy of information
In order to subscribe to the virtualwirks communications, we request a small amount of information about you, including e-mail contact information. Under no circumstances will we share your information with any third party, unless compelled to by legal mandate. When virtualwirks sends email The only emails you’ll receive from us will be emails related to sharing information about our Company, about the virtual work market or other related promotion of our services.  We might brag about our site, or ask you if you’d like to participate in a survey or just wish you well.

just to be clear…
Your privacy is extremely important to us, and we’ll do everything we can to protect it. Direct any questions or concerns you may have regarding this Privacy Policy to govirtual@virtualwirks.com.