Work At Home

The world has changed and taken the workforce with it! With so many companies moving towards remote operations, superior customer experience solutions are in higher demand than ever — and that’s where we come in. ContactPoint 360 has revolutionized remote customer service with our recruitment, training, and workforce management processes.

Recruitment & Hiring – Attracting top talent without borders!

Icon material-schedule

Flexible schedules, work-life balance and overall greater job satisfaction, are just a few reasons why WAH attracts mature, higher educated and experienced professionals.

Icon material-person-pin

Our advanced Applicant Tracking Software (ATS) system/portal continuously keeps candidates engaged and supported through our remote recruitment application process.

Icon ionic-md-globe

Extended talent pool reach, opens career opportunities without geographical borders.

Icon ionic-ios-people

Our digital recruitment campaigns are customized for each client/job posting, to attract top quality talent and communicate with an active database across the globe.

Icon material-camera-front

Personalized webcam video interviews, both one-on-one and group forums are part of our virtual selection process.

Training & Onboarding – Experts in eLearning Course Design!

  • We pre-screen candidates, test their systems for internet and hardware functionality, and make them ‘CP360 Cloud Certified’ before they enter training.
  • We custom design interactive training courses to include self-paced materials, trainer led modules, quizzes, mock/test calls, which are all part of the eLearning student path to graduation.
  • Our eLMS system provides a proactive student path for graduation success and ongoing recursive learning.
  • Home Office Policies and Best Practice Coaches support agents through the ‘go-live’ jitters’ and well beyond, as part of our engagement commitment to their career journey.

Training & Onboarding – Experts in eLearning Course Design!

ContactPoint 360 - Training and Onboarding
  • Pre-screen candidate testing for internet and hardware to become ‘CP360 Cloud Certified’ prior to entering training is just one way we set up our agents for success.
  • We custom design interactive training courses to include self-paced materials, trainer led modules, quizzes, mock/test calls, which are all part of the eLearning student path to graduation.
  • Our eLMS system provides a proactive student path for graduation success and ongoing recursive learning.
  • Home Office Policies & Best Practice Coaches support our agents through the ‘go live jitters’ and well beyond, as our engagement commitment to their career journey.

Quality Monitoring & Motivation – Increased KPIs, tenure and job satisfaction

ContactPoint 360 - Motivation
Icon awesome-user-check

Home office agents have proven to achieve higher key performance results and quality scores, as a result of increased dedication and job satisfaction.

Icon material-question-answer

We combine traditional QA and AI-based speech analytics screening for key touch points and compliance requirements specific to your business. This methodology goes beyond grading agent capabilities and creates a deep understanding of caller feedback.

Icon ionic-ios-people

Our continuous governance and coaching methodologies keep remote agents fully engaged, and always feeling they are part of a team – just a click, call, or video call away.

Icon awesome-home

Home-based agents naturally have a high degree of self-motivation skills. We’ve observed an increased tenure and reduced attrition rate, which in turn positively impacted the quality of service.

Ongoing Employee Engagement

  • We are committed to diversity and inclusion. We are proudly certified as a Great Place to Work and Best Workplaces in Women, Mental Health, Inclusion, and Professional Services. Visit our Careers Portal to join the team!
  • We offer progressive career opportunities, motivational incentive programs and continuous team building activities and events, lead by our Agent Engagement team.
  • ContactPoint 360’s culture is upheld by our philosophy of people first. We proudly support a positive and meaningful work culture, and equal employment opportunities.

Ongoing Employee Engagement

ContactPoint 360 Certifications
  • We are committed to diversity and inclusion. We are proudly certified as a Great Place to Work and Best Workplaces in Women, Mental Health, Inclusion, and Professional Services. Visit our Careers Portal to join the team!
  • We offer progressive career opportunities, motivational incentive programs and continuous team building activities and events, lead by our Agent Engagement team.
  • ContactPoint 360’s culture is upheld by our philosophy of people first. We proudly support a positive and meaningful work culture, and equal employment opportunities.

Hybrid Shoring Solutions

  • Our hybrid model is a flexible blended pool of onshore, offshore, and homeshore CX professionals that offers a cost-effective and scalable solution.
  • We provide customizable services to meet budget requirements.
  • Our WAH model easily enables us to meet seasonal staffing challenges by rampling up/down our home-based agents, to meet spikes in volume.
  • A hybrid solution proactively provides another layer of Business Continuity Planning and Disaster Recovery assurance.

Security & Technology

  • Our end-to-end Work At Home system, combined with Secure Remote Worker and CP360 Shield technology, is just one of the reasons we make an excellent CX partner.
  • We have HIPAA and PCI compliant workstations with end-point security.
  • Escalation procedures, encrypted data communication, IT help desk support, and video conferencing provide governance and remote management to connect our agents daily.
  • Real-time metrics, monitoring, and enterprise-grade hardware allow remote workers to operate successfully.
ContactPoint 360 Certifications

Related Case Studies

Case Study - Collections
Reducing Past Dues And Recovering Millions With Modern Technology And Strategic Approach

Reducing Past Dues And Recovering Millions With Modern Technology And Strategic Approach

The recovery approach of a major energy client in the US got a major overhaul with our modern technology & strategic approach. Our ‘Collections with Care’ method resulted in a 6x increase in outbound calls, a 186% increase in automated monthly payments, a combined reduction of $2.8M in past due 30,60, and 90-day buckets, and more. Here is how we did it.

Case Study - ARM
Cash Application Process Optimization With The Right People, Processes, And Technologies

Cash Application Process Optimization With The Right People, Processes, And Technologies

We were tasked with improving cash application processes reducing balance discrepancies, bad debt reversals, and credit balances for major energy clients. We worked our magic with the right people, training, processes, and measurement metrics. We got them a 91.4% reduction in credit balances, a 92% reduction in accounts needing verification for bad debt reversal, and more.

Case Sudy - Outbound Sales
Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention

Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention

To serve the customers, we need to know the customers. Conversations between sales agents and customers can provide direct insights into the need of the market. But only 2% of these calls are every recorded. Using Speech Analytics and Voice AI technology, we recorded 100% of outbound sales calls for a US-based energy provider and achieved a 17.3% increase in sales/hour!

About  Us

Our Story

Careers

Talk To An Expert

Industries

ContactPoint 360 helps the world’s premier brands transform customer experience.

Go to overview

Healthcare

Energy & Utilities

Automotive

Travel & Hospitality

Technology

Government

Insurance

Financial Services

Retail

Government

Insurance

Financial Services

Retail

Solutions

ContactPoint 360 helps the world’s premier brands transform customer experience.

Go to overview

Business Process Management

Sales

Work At Home

Customer Care

Customer Retention

Accounts Receivable Management
Back Office Support

Global Tech Recruiting & Outsourcing

Omni-Channel
Hybrid Shoring
Multilingual Hub
Technical Support
CP360 PRO

360 Startup

Software Development

Custom Software Application Development

Staff Augmentation

QA Testing and Test Automation

E-Commerce Website Development

UI/UX development

Business Process Management

Business Process Management Overview

Sales

Work At Home

Customer Care

Customer Retention

Accounts Receivable Management
Back Office Support

Global Tech Recruiting & Outsourcing

Omni-Channel
Hybrid Shoring
Multilingual Hub
Technical Support
CP360 PRO

360 Startup

Software Development

Custom Software Application Development

Staff Augmentation

QA Testing and Test Automation

E-Commerce Website Development

UI/UX development

Our Software

ContactPoint 360 helps the world’s premier brands transform customer experience.

TPV360

Soundboard 360

Speech Analytics and Voice AI

Secure Remote Worker

Agent Activity Monitoring

Workforce Analytics Platform

Quality Assurance

Agent Activity Monitoring

Workforce Analytics Platform

Quality Assurance

Insights

Go to overview

Blog

White Papers

Case Studies

Podcasts & Webinars

Videos

Infographics

News