100% Virtual

From sourcing and onboarding to training and ongoing coaching, our end-to-end process is entirely virtual

A Leading Edge solution for modern work

No matter how complex your business, you can rely on Leading Edge Connection’s digital recruitment specialists and advanced remote-working platform to rapidly scale and deploy highly qualified, readily available talent. You provide the criteria; we quickly source the best candidates. That’s flexibility and continuity you can count on.

Security: No data is ever stored locally on an agent’s system

Quality: A global talent pool with no physical limitations on team size, geography or language

Expediency: Significantly reduced onboarding time without lengthy equipment purchasing cycles (BYOD-model) or local recruiting and office space limitations

Continuity: More agents can be ready to ramp up or shift operations for business continuity or seasonal volume

Flexibility: Platform-agnostic, Leading Edge Connection can integrate any client software and existing unified communications/softphone solution into the environment

100% Talented & Passionate

The best people doing the best work in the best way!

Geographically Unrestricted

Accessing an expansive global talent pool for any language, vertical, specialty, time zone or geographical requirements in the U.S or Canada is only the beginning. Our dedication to hiring right the first time and developing team members for a career sets our wholistic virtual solution apart. Once we find the right fit, we nurture our new team members, who we call family. Happy, engaged agents stay longer and translate to happier customers for you.

Onboarding:  We conduct screening, interviewing and testing completely online and via video

  • Interactive classroom: 

    Fully functioning classroom training with other agents—not self-guided modules—provides the best introduction to Leading Edge Connection culture and yours. Tenured trainers qualitatively and quantitatively assess and assist new hires.

  • Nesting: 

    Leveraging our Leading Edge performance-management platform, allows trainers and experienced team leaders to observe agents live and provide real-time guidance and assistance. Integrating Leading Edge artificial intelligence tools, with your existing software to provide agents real-time coaching and proposed next-best actions to exceed KPIs and mitigate escalations or negative brand impacts.

  • Ongoing coaching and management: 

    1:1 and team virtual meetings via Facebook’s Workplace allow for agent development and socialization, fostering a sense of community and affinity to the brand they support. Video also supports client-agent meetings or continued brand and product immersions. Agents are always connected to their supervisors by live chat.

OUR WORK AT HOME SECURITY SOLUTIONS INCLUDE:

  • Network/System security:

    • Network security such as firewalls, host-intrusion prevention and web blocking are enabled by default
    • Virus scanner and additional systems security are automatically deployed
  • Access security:

    • Active Directory authentication enforces strong passwords, regular password resets, etc.
    • Multifactor authentication (MFA) is available through SMS, phone calls, soft or hard tokens
  • Cloud security:

    • All cloud-hosted data and system volumes are encrypted
    • Connection to the Workspaces environment is encrypted in transit
    • SOC 1 & 2 Certified
    • PCI- and HIPAA-compliant
  • Ongoing compliance checks:

    • We conduct InfoSec workplace assessments and routine compliance audits and culture training
    • Information Security can immediately revoke access to the entire virtual environment, ensuring access to every system is removed at once when offboarding