Market Research Report

Overview

Working Solutions is a prominent provider of outsourced customer service and sales support solutions. Established in 1996 by Kim Houlne, the company pioneered the gig economy with its innovative virtual workforce model in the contact center industry. Headquartered in Dallas, Texas, Working Solutions manages a network exceeding 150,000 independent contractors throughout the U.S. and Canada. The company excels in delivering multichannel customer experience (CX) services, which include customer service, sales support, and business continuity solutions, to accommodate fluctuating demands for flexibility and real-time scalability.

Key Services and Solutions

Working Solutions is distinguished by its wide range of tailored customer support services, offering:

• Multichannel Support Solutions: Encompassing phone, email, chat, and social media interactions.

• Intelligent Automation (AI + IA): Combining automation with skilled human agents to address routine tasks and complex issues effectively and economically.

• Workforce Management Flexibility: A scalable agent network allows rapid adaptation to client needs, catering to both regular operations and unexpected surges in demand.

Leadership

• Kim Houlne: As President and Chief Executive, Houlne founded Working Solutions redefining remote work with an on-demand workforce model.

• Cathy Metry: Serving as Chief Financial Officer, Metry is noted for automating financial systems and driving financial innovation.

• Gail Rigler: As Chief Marketing Officer, Rigler applies her expertise in technology-based business services to boost brand recognition.

• Ashok Narayanan: Working as Strategic Technology Officer to integrate innovative engineering solutions enhancing client services.

• Arsalan Suhail: As Chief Strategy Officer, oversees strategic growth, leveraging experience in global business expansion.

Awards and Recognition

• Sustained first place on FlexJobs' Top 100 Companies with Remote Jobs in 2024, holding a top ten position for ten years.

• Acknowledged as one of the Best Places to Work in North Texas by the Dallas Business Journal.

• Celebrated as a leader in customer service innovation and success.

Strategic Focus

Working Solutions positions customer service as a revenue driver rather than a cost center. The company focuses on optimizing CX operations, providing flexible solutions to counter economic challenges like inflation and potential recessions.

Competitor Profiling for Working Solutions

Overview of Competitors

Working Solutions navigates an intensely competitive landscape in the customer service outsourcing and virtual contact center arena. Key competitors include:

1. Continental Message Solution (CMS)

• Operating since 1967, CMS is a hallmark call center headquartered in Columbus, Ohio, with facilities in Las Vegas, Nevada.

• Renowned for 24-hour answering services, business process outsourcing, and mass notification solutions, providing tailored call center offerings across various industries.

• Estimated revenue stands at $21.7 million.

2. Allied Global Services

• Specializes in recruitment and business solutions focused on contact centers, operating mainly from Lenexa, Kansas.

• Known for AI-powered contact center solutions, serving over 30,000 employees worldwide with 34 delivery centers. It maintains a 98% client satisfaction rate, catering to a wide spectrum of industries.

3. Liveops

• Leading the gig economy, Liveops offers cloud-based contact center solutions through a virtual workforce model refined over two decades.

• Prominent for work-life balance and the VirtualFlex platform, which ensures agility and scalability in customer service.

4. Omni Interactions

• Known as a flexible Business Process Outsourcing (BPO) firm, providing steady, high-quality customer support.

• Utilizes a global workforce for adaptable support services, swiftly responding to urgent needs. Recently expanded into healthcare with fractional workforce solutions.

5. Arise Virtual Solutions

• Offers a cloud-based platform linking individual CX practitioners to global brands.

• Leader in remote CX management innovation, aligning work with personal commitments through flexible arrangements.

Market Position and Strategic Insights

• Working Solutions faces tough competition from established call centers and forward-thinking virtual platforms like Liveops and Omni Interactions, which lead with flexible, scalable solutions.

• With robust capabilities in business process outsourcing and contact management, competitors such as Continental Message Solution and Allied Global Services serve a broad range of global industries.

• Competitors differentiate by harnessing technology, workforce flexibility, and emphasizing high customer satisfaction rates to attract and retain elite clients.

• The competitive scene trends toward cloud-based solutions, adapting gig economy models that promise growth as enterprises seek flexible customer service frameworks.

Working Solutions must focus on technological innovation and robust remote solutions to preserve its competitive advantage, aligning with customer-centric, flexible strategies evident in successful competitors' playbooks.