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Technology Enables Us To View Virtual Staffing Solutions Differently

by Mary Ellen Mest, Manager of Contact Services, IFB Solutions - April 26, 2017

Technology Enables Us to View Virtual Staffing Solutions Differently
By Mary Ellen Mest, Manager of Contract Services, IFB Solutions
 
It’s easy to point to the benefits of technology across our industry from rising service levels to cost savings, but less known is the role technology has played in tapping into a new, skilled and highly motivated workforce here in the United States.  This new workforce has a demonstrated track record of success with extremely low turnover and high adherence to customer’s required metrics and workforce management.  So how is technology helping our industry reach these new employees?  By enabling screen reading and magnification software that allows people who are blind or visually impaired to put their experience and skills to work in business process operations.
IFB Solutions was one of the first programs in the country to create job opportunities for people who are blind or visually impaired in the BPO industry, and we’ve had tremendous success managing and staffing complex business operations across many segments including Financial Services, Travel and Insurance.  We currently operate in more than 50 remote sites, and our agents perform any number of support activities from virtual administrative work and customer service to sales, data collection and analysis. 
 
Growing Industry Awareness
The technology advancements that enable these agents to perform as well or better than their sighted counterparts have in many ways outpaced the industry’s awareness.  In every capabilities presentation that IFB Solutions makes to a new customer, we showcase the assistive technology that we provide our agents for use at home or at a remote customer locations.  It’s technology that makes the process seamless for our customers.  As an example, IFB Solutions recently partnered with Sutherland Global Services’ CloudSource work-at-home solution to expand job opportunities for people who are blind or visually impaired.  IFB Solutions employees worked from home with computer equipment augmented with screen reading or magnification software to perform virtual administrative duties including gathering data and creating spreadsheets, presentations and reports. 
 
Outpacing the Sighted Workforce
IFB Solutions is part of Winston-Salem Industries for the Blind, the largest employer of people who are blind or visually impaired in the country.  Based in Winston-Salem, N.C., IFB has more than 400 employees who are blind or visually impaired and is part of a national network of 94 nonprofit agencies associated with National Industries for the Blind (NIB).  In studies conducted by NIB, it was found that agents who are blind or visually impaired outperform the industry averages.
 
Higher Retention: NIB contact centers report an employee turnover rate of 18% vs. 31% for the industry
 
Superior Quality: NIB agents receive overall quality ratings of 97-98% vs. 85-90% for the industry.
 
Greater Productivity: NIB agency record higher service levels (measured as calls answered within an established amount of time) of 93% vs. 80% for the industry.
 
IFB Solutions has received similar if not higher ratings with its own customers.  With one customer, IFB Solutions agents were rated in the top 10% for quality in a total agent pool of more than 300.  “Every customer measures quality differently – for some it is adherence, for others it is the number of calls taken per hour,” said Mest.  “Regardless of the performance metric, what is consistent is the performance of the IFB Solutions agents.  Across the board, our agents are outperforming their peers on every metric.” 
 
In our industry, we know that measures of service, quality and turnover are the most crucial elements to success.  These studies underscore the fact that IFB Solutions agents who are blind or visually impaired perform at levels above their sighted peers
 
Business Success Can Also Be Life Transforming
As business professionals, we want to deliver the best solutions for our customers with the highest level of service and quality.  But what if that solution also has the opportunity to improve someone’s opportunity for a better life?  The mission of Winston-Salem Industries for the Blind is to improve the lives of people who are blind or visually impaired through employment, training and services.  According to NIB, more than 70 percent of working-age Americans who are blind are not employed.  The limitation is not desire – there is a strong will and motivation to work – but opportunity and access.  With IFB Solutions, we are leveraging technology to overcome the barriers of access and now we need to broaden the opportunities by building the awareness and partnerships with new customers. 
 
When Sutherland Global Services announced its partnership with IFB Solutions, they highlighted the broader impact of creating life-changing opportunities for people who are blind or visually impaired to secure employment.  They recognized the transformative power of creating job opportunities for individuals who are eager to work but because of their lack of sight have not been given the opportunity to pursue a career.  At IFB Solutions, we have witnessed how these employment opportunities are changing lives in a profound way by instilling a renewed spirit of confidence and independence.
 
Let Our Vision Work For You
As an industry, we need to view our staffing solutions differently by focusing on the opportunities, not the barriers, to hiring agents who are blind or visually impaired.  There is no segment of our workforce more highly motivated or with such strong performance measures.  Since IFB Solutions was established in 2011, we’ve built a strong track record of government and commercial contracts with a broad customer portfolio.  We have a national agent pool that is prepared and eager to work.  What we need now is greater awareness and openness to a business model with a unique and special vision. 
 
Contact IFB Solutions today about your business:
Mary Ellen Mest, Manager of Contract Services, IFB Solutions
Phone: 716-574-2900
Website: www.wsifb.com
 
 

    

 
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