case studies

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leading outsourcer reignites home-based business services

the case

The world’s leading business process outsourcing (BPO) company chose virtualwirks as their exclusive partner to reignite a home-based work solution for their clients. Having an in-house solution that was merely an extension of their premise-based approach, the goal for virtualwirks was to reengineer all aspects of the at-home capability, allowing the firm to augment their current approach with a highly scalable, fully dispersed call center solution, and aggressively increase sales of at-home seats.

how it was addressed

Using a comprehensive, end-to-end approach, virtualwirks assessed the company’s position and made comparisons against the virtualwirks Ingredients Matrix™, which contains over 1,000 elements of an elite work-at-home call center, and allows us to design solutions specifically for our client. Following this, virtualwirks developed processes, resources and tools, including:

A renewed sales approach, sales training and a highly detailed toolbox for the sales team
Core process design for all functional areas from recruiting to workforce and line management
Policies and resources, such as employee handbooks, training tools and payroll
Internal training and knowledge transfer to key leaders to deepen at-home expertise

the result

Through virtualwirks’ solutions that were integrated into the company’s sales, marketing and operational strategies, our client was able to more aggressively pursue business in the work-at-home market by offering a more enhanced capability than ever before. As they reentered the market with this newly designed approach, they found a greater receptiveness for their solution and were able to close four new deals within four months of partnering with virtualwirks, increasing the size of their work-at-home capability by nearly 200 percent.

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policy on permission
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just to be clear…
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