Working Solutions

About Working Solutions

Working Solutions is a Dallas-area-based contact center outsourcing company founded in 1996, specializing in on-demand customer care, inbound and outbound sales, tech support, and back-office services delivered entirely through a virtual, work-from-home agent model. The company is privately held and woman-owned, led by CEO Kim Houlne. Its defining operational model is a contractor network of 150,000+ independent agents located in the United States, Canada, and Jamaica, a structure the company credits for real-time scalability without the fixed overhead of a traditional call center. Core corporate staff is a much smaller group (LinkedIn lists 51 to 200 employees), so buyers should clarify how program management, QA, and oversight are staffed relative to their program size. On the services side, Working Solutions handles omnichannel customer care, sales capture, tech support, claims processing, order fulfillment, and data entry. The company also blends AI-assisted workflows with human agents, a setup they describe as pairing artificial intelligence with intelligent agents. Self-reported performance benchmarks from the company include 40% back-office optimization, 25% handle-time reduction, and 20% upsell improvement; these are vendor-stated figures, so I'd want to see the methodology behind them before accepting them at face value. Industries served include healthcare, financial services, retail and consumer goods, energy, travel, hospitality, and pet care. The company operates exclusively in North America and does not accept agents from outside the US, Canada, or Jamaica, and notably does not operate in California, New York, Pennsylvania, or Washington. No published rate card exists. Volume pricing is referenced starting at around 50 FTEs, which signals this is not a vendor built for very small pilots or micro-engagements. Pricing is consultative, so expect a discovery call before any numbers surface. My honest take: Working Solutions is a strong candidate for North American brands that need scalable, on-demand English or bilingual (Spanish, French) voice and digital support without locking into a fixed seat model. The contractor-based structure is genuinely flexible, but I'd push hard on QA depth and management-layer clarity before signing, with 150,000 contractors, the real question is how tightly any individual program is supervised. Ask specifically who owns your program's quality scoring, what the team-lead-to-agent ratio is, and how agent replacement is handled mid-program. The sales deck will show scale; make sure the operating discipline behind your specific account is equally clear.