A Home Work Solution: Offering Top-notch Consulting and Management Services

A Home Work Solution, the renowned consulting firm specializing in workforce management, quality, technology, and analytics, was incepted by Tracey Scheffler in 2020 as an innovative venture setting new milestones every day.

Nestled in San Antonio, A Home Work Solution leads the realm with full-service consulting and managed services for contact centers with its solutions presence across the US, Philippines, Canada, Spain, and Panama. With a dedicated team of professional consultants and analyst under the dynamic leadership of Tracey Scheffler, AHWS has been extending an extensive range of services to a broad spectrum of industries and boasts a team of 40+ people.

The Significance of Workforce Management at Contact Centers

The transformation Tracey and her team are bringing to the contact center demonstrates the relevance and importance of staff management. The labor needs at contact centers are handled by the workforce management function. One of a contact center’s largest expenses is labor. Contact centers suffer without a WFM team that is strategic and knowledgeable. “Over the past three years, call center performance has declined.  As consumers, we are aware that calls frequently go unanswered for longer periods of time, that human staffing is scarce, that self-service options are uncommon, and that we are frequently directed to poorly built bots or inexperienced people. Demand for services and customer expectations are increasing. Many facilities don’t know how to handle the labor issue when providing delivery service”, the visionary woman revealed.

Organizations with little or no WFM experience or those facing a house on fire are the target markets that stand to benefit the most. The perfect partner for you is AHWS if you are experiencing long wait times, high abandon rates, increasing complaints, significant staff turnover, and staffing shortages with no end in sight. With the help of AHWS, businesses may get insights and take quick action. While building the longer-term approach, we concentrate on how you can fix the immediate problem.

The Key Differentiating Factors

The other consulting firms of AHWS’s competitors tend to be larger consulting firms with established processes that have been doing consulting work for a long time. These firms tend to add workforce management expertise as an afterthought. These existing firms also tend to be rigid. AHWS is more flexible, adaptable, customizable, and easy to work with. We have deep expertise in the workforce and contact centers. AHWS are contact center specialists who have worked in the industry for a combined 100+ years. Quick wins.  Clients don’t always have months or years to develop solutions. They figure out what can help now.

Additionally, they work well with companies that provide services that are complementary to those we provide. Tracey has her own internal network of advisers and individuals who are aware of what is happening in both her world and theirs. She meets with her team frequently to talk about the market, the trends, and the solutions.

The Work Culture and Corporate Ethos

Because of its innovative virtual business strategy, AHWS has grown significantly in the three years since its beginning. They want to work where they want, and as a team, they are working to make it a part of our future model. Being online can be isolating at times. Tracey launched a team chat as one of the first things she did. This discussion is open to all employees. The staff greets each other in the morning, recognizes performance, sends birthday greetings, and discusses recipes; the entire team is constantly engaged. This may appear insignificant, but the global link it provides has been tremendous. We meet once a month. They hold a team meeting once a month to address new employees, birthdays, work anniversaries, and company news. These meetups have been a consistent way for them to connect. Because the company was founded on referrals, it spent the first three years serving its staff and clients. This meant that external marketing, such as a website, took a back seat to an internal intranet. AHWS is a big fan of its intranet. There is a pet section, movie and series reviews, outing images, recipes, poll questions, and company news.

Future Outlook: On a Personal and Professional Level

“Personally and professionally, I intend to start two new businesses and develop AHWS to 500 workers (employees first, always). One company will provide sharing and support services for people who have elderly family members. My father died this year. My dementia-stricken mother has moved in with my family. During this period, I’ve seen a lack of information and help for caring for our elderly parents. The other firm will provide a software platform to supplement our current AHWS service”, apprised the leading lady.

Tracey’s vision is for AHWS to grow to 500 employees globally. Her mission is to create a work environment where your work is your passion and where you do it is not important. She has a strong belief that what you love to do and what you do for work can be the same. The leading woman knows that’s not always possible, but if you keep asking yourself, What does she like to do? What can she do? What does she hate to do? You will get an answer that combines passion and work.

Attracting the best talent is critical to our success and future. Defining talent by geography and place puts an immediate limitation on our ability to recruit top talent. The quality and value of our work at AHWS are not defined by where we work.