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'Insourcing' - A Personal Story

by Kathleen Thornton, Senior Director of Customer Service, Allied Benefit Systems, Inc. - January 4, 2016

"Insourcing" - A Personal Story

“Insourcing” being a relatively new surge, continues to prove value as American companies move factories and call centers back to the U.S.

I previously managed member services at a large insurance carrier. In 2007, I left the company and accepted a role with a smaller, entrepreneurial company. The company at the time was looking for ideas and ways to build a successful 100% virtual call center IN the U.S. I was hired as the Call Center Manager and began to embark on what I feel is one of the most successful “insourcing” call center stories of all time.

At the time, the call center was comprised of a handful of call center agents. At that time, the agents’ virtual office locations (mostly home-based) was local with respect to the company’s office headquarters within the Chicagoland area. The agents were provided remote VPN access, computer equipment and VoIP telephone capabilities. The agents were required to provide high speed, secured internet connections designated for work only. Since then we’ve never looked back. The call center is now comprised of over 50 remote agents—all spread out through the United States. The technology has evolved to a robust cloud-based premise; allowing us to employ remote agents all around the United States while providing immeasurable sound quality and connectivity. Several successful communication protocols have been built into the program enabling a dynamic mobile workplace where remote team members connect from wherever they are. Virtual office location inspection protocols help ensure ergonomic safety, privacy and accountability. Real-time call center management software helps manage agent schedule adherence as well as queue performance at all times.

The result has been an increase in productivity levels, higher employee morale, satisfied customers and undeniable benefits in terms of cost savings to both employees and to the organization. Our call center received and managed half a million phone inquiries in 2014—each call distinct from the next and extremely sensitive in nature. The agents are called to be compassionate, positive, knowledgeable and problem solvers for each and every caller. The virtual office location facilitates a more balanced approach to work and life therefore creating a happier employee---a happier call center agent means happier callers. We have hundreds of customer testimonies who shared their appreciation for how our agents handled their inquiries and many times state the obvious “….plus it was so refreshing to speak with someone in the United States.”

Regards,
Kathleen Thornton

 
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