Minneapolis, Minnesota—March 19, 2014
Doherty |The Employment Experts, known primarily for business process outsourcing in the staffing and human resources sectors, has expanded its services to include contact center outsourcing with a new business line, Doherty At Home.
An alternative to offshore or brick-and-mortar call centers
“We have a proven track record of supplying companies with high volumes of quality employees,” said founder and CEO Val Doherty. “The success of our contact center division, Doherty Customer Contact Solutions led by Director Eric Berg, showed us that there was a need for a third option in the choice between offshore and brick-and-mortar call centers. Doherty At Home is an innovative way to provide affordable, quality agents for American companies seeking high-volume call center support.” Doherty At Home hires Midwestern employees to work from their homes, providing customer service, email response, social media support and chat support.
Appealing to companies looking to “reshore” their customer service programs
“We add measurable value to clients with large workforces—including companies with significant seasonal volume fluctuations. Whether they currently offshore their call center activities and would like to bring those jobs back home, or they run local centers and are looking for significant cost savings—Doherty At Home can make affordable call center support a reality.
“Our agents, after passing a stringent screening and testing process, work from their own homes using customized technological tools that enable highly responsive, recordable, and measurable customer interactions. Rather than staffing a local or overseas call center, Doherty At Home can provide well-educated representatives who achieve high customer satisfaction rates without high overhead costs,” said Berg.
Insourcing rates higher than foreign models, lower than on-site call centers
While Doherty’s “insourcing” rates (in the $20/hr. range) are on average $8 higher than rates in India or the Philippines, they run from $5 to $15 an hour less than most American call centers.
Berg added, “In a recent study by CFI Group, they found that customer satisfaction rates with onshore agents is 81%, compared to 62% with offshore agents. American organizations are beginning to see the value in bringing jobs back—not just for patriotic reasons, but because it makes financial and quality sense to their customers. The Doherty At Home model is proving reassuring to companies that are considering reshoring, especially as part of the Doherty brand, which has been strong in the Midwest for over 30 years.”
About Doherty | The Employment Experts
Doherty, The Employment Experts, is one of the Midwest’s largest and most experienced providers of contract and temporary staffing, direct-hire recruiting, and human resources and administrative services outsourcing (HRO & ASO). Headquartered in Minneapolis for more than 30 years, Doherty offers customized workforce solutions to companies doing business in Minnesota and across the nation. Doherty is Minnesota’s largest staffing firm, Minnesota’s 2nd largest woman-owned business, and the nation’s 10th largest diversity staffing firm. To learn more, visit www.dohertyemployment.com.
About Doherty At Home
Doherty At Home call center outsourcing services allow you to focus on your core competencies while our experts take care of your customer support needs. Doherty At Home employees are onshore at-home call center representatives with the experience, personalities and behaviors of successful agents. Whether you need 20 or 2,000 agents, Doherty has the recruiting staff and resources to ramp up quickly with the highest quality American agents. To learn more, visit www.dohertyathome.com.