InstantService, Direct Interactions Enable People with Disabilities to Work from Home
SEATTLE, WA — (MARKET WIRE) — 09/01/2005 — Technology companies InstantService and Direct Interactions are using the Workforce Recruitment Program provided by the Office of Disability Employment of the U.S. Department of Labor (http://www.dol.gov/odep/) to provide opportunities for people with disabilities to work from home. A growing segment of the outsourced call center industry is moving to a home-based worker model that is becoming known as "homesourcing."
The homesourcing model allows customer service providers to hire higher quality workers than are available to a traditional call center. The typical work-at-home agent has a college degree and is often an additional source of income for the household.
"Working from home helps our team to better balance work with the needs of their families," said Matt Storey, founder of Direct Interactions. "High satisfaction among our agents leads to satisfied customers and better results for our clients."
Using software provided by InstantService, Direct Interactions agents help online customers apply for loans using live chat. Web site visitors may have questions about the lending process, the status of their application, or the costs involved. A recent Direct Interactions client study measured customer’s live chat satisfaction at more than 92%.
"InstantService is excited to be a part of this unique partnership with Direct Interactions," says Scott Carlin, InstantService vice president of sales. "Our goal is to improve both the top and the bottom line of companies utilizing our communication technology. We offer an easy-to-use, efficient and accessible application that enhances the customer service experience. We are very pleased with the positive impact our technology has on our clients, their customers and their agents."
With InstantService and Direct Interactions, financial services are able to significantly increase the profitability of their web sites without large investments in technology, staff, or office space. After a two to four week implementation and training period, Direct Interactions agents are able to deliver a high level of service that has consistently exceeded the expectations of clients’ web site visitors.
Direct Interactions provides inbound customer contact services for sales and support in the financial services industry. Using the InstantService chat and email management suite, Direct Interactions agents have tools to provide online sales and customer support.
The key to the success of Direct Interactions is the staff. Through the Workforce Recruitment Program provided by the Office of Disability Employment of the United States Department of Labor, Direct Interactions agents have college degrees, families, and enjoy the opportunity to work from home according to their own schedule. By providing a worker-friendly environment, the staff feels it is able to provide a higher level of customer service than is typically available from traditional office-based workers.
InstantService provides multi-channel customer communications for online sales and support. Their integrated live chat, email management, knowledge base, website analytics and lead capture solutions are designed to increase sales and improve customer support while reducing contact center costs. InstantService is a hosted application that integrates with existing ecommerce and CRM systems, facilitating relationships between companies and their customers.
Clients include America West Airlines, REI, H&R Block, Intuit, 3Com, McAfee, Xerox, Sento, Ditech, Sony Online Entertainment, Cendant, Ernst & Young, NEC Mitsubishi, and Venus Swimwear. For more about InstantService, visit http://www.instantservice.com
