2MI Solutions connects contact center, help desk and back office buyers with agents from the AbilityOne network. The agents are trained, certified and work alongside AI. Their attrition runs in the single digits.
WHAT ABILITYONE IS
AbilityOne is a federal employment program. Nonprofit agencies in the program employ people with disabilities and other capable people, and many of their employees are veterans. These agencies staff contact centers and help desks for government agencies and companies.
A WORKFORCE THAT STAYS
Agents who stay learn your accounts, your systems and your customers. That knowledge stays in your operation instead of walking out the door, and you stop paying to recruit and train the same seat twice a year.
HOW IT WORKS
TELL US THE SEATS
You tell us the work: contact center, help desk or back office, the hours and the number of seats.
AGENTS TRAIN ON YOUR WORK
Agents train on your top reasons for contact and your systems, in a practice lab, before they take a live contact.
GO LIVE AND CHECK IN
Agents go live with close support, and we check in with you at days 7, 30, 60 and 90.
AI FLUENT
Every agent is trained to work with the AI tools on your floor before taking a live contact. In practice that looks like this:
CHECKS THE AI
The agent-assist tool suggests a refund answer. The agent checks it against your current policy first.
FIXES THE DRAFT
The AI drafts a billing email. The agent corrects the account details and the tone before it is sent.
PICKS UP FROM THE BOT
A chatbot hands over a frustrated customer. The agent reads the bot conversation, so the customer does not repeat the story.
TAKES OVER
A caller reports fraud or a death in the family. The agent takes the contact off the AI path and handles it personally.
PROTECTS DATA
The agent never pastes a Social Security number, card number or health detail into an AI tool.
Training ends in a scored practice lab and a graded mock shift on these situations.
CERTIFIED
Every agent holds HDI or CompTIA A+ certification, or earns one in the first year, at no cost to the client. HDI certifies support center professionals. CompTIA A+ is the standard entry certification for IT support.
BUILT ON A STANDARD
Operations run on IN-ACCESS, the Accessible Contact Center Framework. SourceAmerica funded it, and ICMI, the International Customer Management Institute, developed it. ICMI is one of the leading training and research organizations for contact center management. The framework sets out how an AbilityOne center is staffed, run and measured:
- Standard job descriptions, and staffing and hiring policies
- Customer service training for agents, and formal training for supervisors
- Workforce management: forecasting, staffing, scheduling and real-time management of the floor
- Quality management: call monitoring, calibration and coaching, with daily and monthly scorecards for the operation and for each agent
- Knowledge management: a content manager keeps the knowledge base current with the client
- Balanced scorecards, an annual review process and an employee handbook
- Disaster recovery policies, and an implementation model for opening a new center
In a benchmark study, AbilityOne contact centers outperformed the commercial average in almost every category measured.
WHY 2MI
Mark Middendorp, founder of 2MI Solutions, created the SourceAmerica contact center line of business and led the build of IN-ACCESS. AbilityOne contact center and help desk jobs grew from 350 in 2005 to more than 2,000. He has spent more than 20 years in contact center outsourcing.
