High Growth Companies Turn to the Gig Economy for Customer Support

AlertTrace was one of the first companies during the pandemic to emerge with a fully functional contact tracing system, which allowed organizations to regain their operations while keeping their employees safe.

Customers like the US Navy, Airforce, schools, hospitals and many more immediately began ordering large quantities in the middle of 2020.

The AlertTrace team immediately recognized the need for customer support but the traditional BPO model would not work for their unpredictable surges and fluctuations in demand. Hiring an internal team to handle this kind of fluctuation would be a massive undertaking and likely would not achieve the level of flexibility needed to handle the calls.

ShyftOff’s highly flexible outsourcing model was the perfect solution to quickly respond to fluctuating demand with a high quality, cost effective caller experience.

Rapid Implementation and Go Live

AlertTrace’s implementation with ShyftOff included a full suite of call center infrastructure (IVR, telephony, and call routing), agent certification materials, train-the-trainer, and onboarding gig economy agents to the AlertTrace account.

ShyftOff can either provide the full suite of infrastructure or simply plug into a company’s existing systems and infrastructure.

As the volume ebbed and flowed, ShyftOff agents were ready to support calls and emails in just a few weeks.

Simple and Flexible Forecast Requirements

In a high growth business, or in unpredictable circumstances like a global pandemic, it is difficult for companies to know exactly how much call volume will go to an outsource partner. This unpredictability can have high financial or service level consequences with an inflexible partner.

ShyftOff demonstrates ultimate flexibility, eliminating the need for detailed forecast requirements to support your calls. Our forecast requirements are simple… how many calls should we be prepared to handle in a given day?

A directional number like this allows us to onboard the right number of gig economy agents to support the volume with very low minimum fees. This level of flexibility is only possible with the gig economy.

High quality agents and customer experience

ShyftOff is 100% US-based and virtual. Our agents can work from anywhere in the US, which gives us an incredible opportunity to find the best talent for your accounts.

We offer very competitive pay and extreme flexibility (no schedules or time commitments) which further attracts and retains very talented customer service professionals on all of our accounts.

And we take it a few steps further — We record every call, our clients have full access to our systems, and our agents are constantly evaluated on our quality scoring system, which reinforces first call resolution and customer experience.

Cost effective pricing

When call center demand is unpredictable, it can be costly to your business. You are either staffed above your demand, which means you are holding onto higher costs, or you underestimate your demand and the customers wait on hold.

ShyftOff allows your business to increase staff levels without carrying the extra cost of hiring agents or increasing lock requirements to your other outsource partners. You only pay for the calls that we handle, so when volume increases or decreases, so do your costs!

We believe this is the ideal service to achieve full workforce optimization in any center.

If you’re interested to learn more about using ShyftOff to “uberize” your contact center and respond to the changing demands of your customers, please check out www.shyftoff.com and email Trevor Clark at trevorclark@shyftoff.com

Looking forward to hearing from you!