Work At Home Agents (WAHA) Model for customer management

For large companies providing omnichannel customer support, who are looking to manage support volume surge and seasonal demands, iOPEX work at home agents (WAHA) model saves operational expenditure and improves process efficacy. Unlike other remote work models, we offer flexible workforce engagement up to 30% reduction in total cost of ownership (TCO).

iOPEX's Work At Home Agents model

iOPEX provides global access to a talented, motivated, and well-trained team of remote agents with the same levels of consistency, productivity, quality, and security as office-based teams. We have integrated WAHA with our global delivery model to ensure business continuity plan.

    Domain Expertise

  • Digital and Customer Support
  • Knowledge of client's products and services.
  • Key skills - Communication, Technical proficiency, empathy etc
  • Gaming industry expertise

    Omni-channel Support

  • Voice, SMS, Email, Live Chat, Social media, Moderation services
  • Customer Engagement Analytics, AI chatbots, Automated IVR & Text Messaging, Community crowdsourcing services

    Network & Security

  • Encrypted Voice over IP (VoIP)
  • Secured VPN, Risk Monitoring, Cybersecurity governance
  • Compliance again cyber theft and fraud

    Data Management

  • Data encrption to avoid data leakage
  • Secured data intake (SDI)
  • PCI-DSS certified and HIPAA compliant

Top 3 client stories with WAHA model during COVID-19

  • Built a rapid 100% technical support team for a US based network & security company
  • 55% FTEs scaled up for a global networking company with 20% lesser costs
  • Production hours expanded to manage surge in support volumes for a leading gaming company

Benefits - Why choose our model?

Cost benefits

Up to 30% savings on the overall operational expenditure with process optimization and technology adoption.

Value for money

Our effort compliance feature helps our clients to measure the productivity which in turn increases profitability, lowers OPEX cost, improves customer service, better use of resources (resource optimization).

Flexible model

Speed and scalability are the two key outcomes of the flexible workforce model. Also, there is drastic reduction in the overhead cost (eliminating the price tag on health care and other benefits that full-time traditional employees require).

Digital transformation

iOPEX technology team can help you in your digital transformation of contact center operations with RPA, AI, cloud, low-code / no-code technologies.

Top 3 client stories with WAHA model during COVID-19

  • Built a rapid 100% technical support team for a US based network & security company
  • 55% FTEs scaled up for a global networking company with 20% lesser costs
  • Production hours expanded to manage surge in support volumes for a leading gaming company
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