case studies

receive updates on virtual work trends, articles and information.

privacy policy


U.S. media company uses virtual workforce to integrate acquisition

the case

One of America’s largest broadband media providers needed a solution to integrate a large group of customers inherited through a recent acquisition. Service delays, billing confusion and accessibility of the call center had plagued the line of business prior to the merger, and there was little existing capability in the client’s bricks-and-mortar locations to handle the dramatic increase in calls. The answer was to apply a work-at-home group to quickly scale support without adding real estate. This represented the first time the client’s company had ever used work-at-home employees for customer care. The virtualwirks founders were called upon to lead the effort to implement a 250-seat solution – with a goal to do so in less than 90 days, improve service levels and stem the tide of customer discomfort with the merger.

how it was addressed

Our founders, as creators and leaders of a comprehensive at-home call center solution, designed and directed the deployment and operations of a work-from-home team of 400+ agents, working in over 30 U.S. states. Respecting the client’s natural apprehension about using a home-based strategy for the first time, the solution specifically addressed the unique distinctions of a virtual workforce. The first wave of agents began training in less than four weeks from the start of the engagement, and immediately began relieving volume pressure in support of:

  • Cable billing, customer inquiry and general issue resolution
  • Tier 1 technical support and customer troubleshooting
  • New sales calls and cross/upsell campaign support to existing customers
  • Subsequent waves were deployed within the intended 90-day timeframe, leading to significantly enhanced service levels.

the results

The work-at-home solution for the client proved to be an ideal fit for their immediate and long-term needs, growing over time through the migration of other volume to the work-at-home team. In addition to solving the immediate problem of scale, speed and reach to the new customer base, the work-from-home team outperformed the client’s long-tenured teams, as well as outsourced teams, through:

  • Leading close ratio and cross/upsell performance within the first 90 days of operations and subsequently raising those ratios to double the bricks-and-mortar, close-rate performance
  • Achieving the top rank in customer satisfaction in the fourth month of production and maintaining that lead for over 12 months following
  • Beating first-call resolution targets within the first month and tripling the FCR rate within the first nine months of operations

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.