How does it work?
Global Virtual Staffing is the smart choice for businesses in need of everything from smaller scale, staff augmentation to call center and back office outsourcing. We can quickly provide tailor-fit solutions to flexibly match your unique requirements. We can scale fast with top-notch talent at an extremely attractive cost. We support a wide range of vertical industries today including finance, healthcare, retail, technology and others and have deep management experience across an even wider breadth of services and industries.
1
Discovery
Identifying the work
We can help review your work types and recommend which types are ideal for outsourcing. These can be current positions like sales, service, back office or even breaking down positions into tasks, (Example: Breaking a sales function down into outbound dialing, qualification, appointment setting, allowing far-shore resources to focus on those tasks while on-shore resources to focus on closing & approving the sale). We often find over looked opportunities to outsource, (Example: Accounting, quality, IT help desk, recruiting, back office, and general admin) that were not initially thought of. No project is too small.
3
Hiring Your Team
Jointly selecting agents
During the next step we can make selections for you but we typically suggest we jointly select agents with your team on-shore to ensure a great start, (At least for the first class). We will recruit, canvas through hundreds of resumes per position, test agents for the appropriate skills, and use panel interviews to finalize applicants. This step ensures we have accurately interpreted your needs and the agents will represent the business experience your looking for.
5
Exceeding Expectations
Continuous Improvement
Once we are launched, the team will continuously make observations of the work and bring recommendations for improvement to your attention during weekly and monthly performance reviews. The recommendations will include examples like automation opportunities, customer experience improvements, or revenue generation options, (Cross-sale, up-sale, accelerated growth).
2
Define Success
Establish targets and processes
Once the work is identified, we help document the process, build recruiting profiles, and training agendas. We then work with you to define business objectives and translate these into targets for the agents balanced scorecard. We will use Power BI reporting to allow clear visibility into daily performance against these metrics. A project plan is defined with resources, key milestones, dates, business objectives, and your support team. The entire team including support is on site daily, (No remote working).
4
Program Launch
Delivering your team
Once agents are selected they go through training, are required to pass daily knowledge tests, and a final exam including role plays. They are then introduced to their scorecard, team leader, and the quality analyst. The team leader and trainer will jointly support their transition and ensure they are performing prior to graduating transition. The team leader will regularly monitor the agent, motivating and coaching them with best practices to exceed targets. The quality analyst will also do 3rd party work observations to ensure compliance and quality standards meet your expectations. Agents receive bonuses for meeting targets and incremental amounts for exceeding them. Last, all of this will be reported with full transparency via the account management team and daily reporting accessible via your phone.
In Summary,
we do the heavy lifting while you focus on your core business objectives
What's Included
Workstation
Computer Unit
Dual Internet
Generator
Online
Reporting
UPS Power
Back-Up
Call
Recording
Dedicated
Team Lead
Quality
Assurance
Trainers
Account
Management
IT Support
PROBLEM:
Can't Hire and Scale Talent
Vice President of Operations
Small Business Loans
We had aggressive sales targets and we struggled to attract & retain front-line business development agents to ramp revenues…
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Global Virtual Staffing was able to staff and exceed continuously increasing targets on a monthly basis. We were so Impressed with their skill levels they now have career paths to pre qualifiers, funding advisor and even loan reconsideration specialist. They now even help with support positions in billing, collections, HR, recruiting, technical support, etc.
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“Global Virtual Staffing has become an extension of our team enabling cost effective growth”
PROBLEM:
Cost to Serve Clients
Chief Operating Officer
Clinical Support
My customers were constantly complaining about service, not being able to schedule a visit, resulting in lost customers...
Global Virtual Staffing helped me consolidate front desks across our offices standardizing processes and optimizing the customer life cycles. Local staff now have more time to spend with patients focusing on their care. They also generated growth by reaching out to customers proactively for check-ups and asking for referrals.
“Global Virtual Staffing has allowed us to focus on our customers and not administration work”
PROBLEM:
Adding Customers
Chief Physician
Patient Monitoring
Our patient engagement and usage of monitoring devices was low resulting in customer churn and un happy patients.
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Global Virtual Staffing worked with us to create a customer on-boarding journey that led to higher device installation rates. Then a customer strategy to keep patients engaged resulted in higher attrition and Improved satisfaction scores by assigning, “Engagement coaches”. The approach has helped us prevent numerous health issues.
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“Global Virtual Staffing increased engagement, NPS scores, and retention”
PROBLEM:
Employee Downtime
Chief Technology Officer
Tech Support
Our help desk was overwhelmed with tickets, (3-5 day turn around times) and we couldn’t staff up due to budget constraints.
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Global Virtual Staffing identified tier 1 traffic, documented the processes, developed standardized trouble shooting steps, and Increasing 1st call resolution by over 50%. The labor cost savings and reduced repeat calls allowed us to answer calls in under 60 seconds within budget.
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“The Global Virtual Staffing team helped us reduce down time and identify root cause Issues eliminating calls”