About Us

Virtual Agent Solutions is a contact center consulting firm that offers an end to end support structure to help clients meet even the most challenging call center budget goals. VAS offers expert outsourcing business analyses, price point negotiation support, and complete transition management.

Presidents Message

"With more than 20 years of call center operations and outsourcing experience, VAS understands the complexity of choosing the right outsourcing partners. We know that successful outsourcing ventures start with selecting the right provider, and with so many options we understand how arduous this decision can be. Our core value is quickly seen by our ability to guide clients through the partner selection process. VAS promotes only outsourcing providers that we have personally done business with, providers that we are at ease stamping our name next to. VAS understands that the best way for clients to realize considerable cost savings is through the use of a reverse auction process. Over the years our team has saved over $50M through the use of a careful selection process and a competitive bidding practice. I built this company around industry experts, but more importantly around people who were once outsourcing customers. Talk to us and you will quickly see how well versed we are in the outsourcing arena. Listen to us and you will hear the passion in our voice for making your ventures successful. Partner with us and you will not only save time and money, but you will also build solid relationships with providers you can trust. Ryan Cole, President

VAS Executive Team

Ryan Cole, President & CEO

Prior to founding Virtual Agent Solutions, Mr. Cole worked at the corporate headquarters of Office Depot as business manager for the Operations and Strategic Partnerships group. During his 10 years at Office Depot, Mr. Cole was responsible for the entire spectrum of call center operations, vendor selection, contract negotiations, and vendor management. Mr. Cole achieved great success in traditional and outsourced business models through his leadership, strategic focus, and operational efficiency expertise. Mr. Cole successfully transitioned a 2000-seat call center operation into a virtual work at home model in less than 6 months, thereby reducing operating costs by more than $70 million. He set up successful outsourcing partnerships with leading BPO companies in North America, South and Central America, Asia, and the Caribbean. Mr. Cole attributes his Partnership First approach as one of the keys to his success and carries this philosophy into the way Virtual Agent Solutions (VAS) approaches business and clients.

Mr. Cole established VAS in 2011 to help companies realize the value that outsourcing – whether via the virtual agent model, Onshore, Near shore, or Offshore outsourcing – can bring to their organization. His vast experience, great insight and deep knowledge of the strengths and weaknesses of different outsourcing companies are the foundation that VAS was built on. With more than 30 years of call center operations and outsourcing experience, the VAS team Ryan has brought together provides clients with a strategic and balanced approach to partner selection, vendor management, and operational efficiency.

Chandan Shrestha, CFO

Chandan Shrestha brings more than 10 years of experience to his role of CFO of VA Solutions. Chandan has extensive experience in strategic planning and financial management of converting traditional call centers for Fortune 500 companies from a captive environment to work at home and offshore model. Most recently, he served as Senior Financial Analyst for the Operations and Strategic Partnership Group of a well known Fortune 500 company where he played a key role in the transformation of the Customer Service Department to a virtual model realizing more than $30M (40%) in savings for the company over 3 years. Chandan began his career as a Financial Analyst at Wackenhut Services Inc. in Palm Beach Gardens, FL where he oversaw financial management of key government security contracts. He holds a BA in Business from Columbia College in Alameda, California and an MBA from the Florida Atlantic University Graduate School of Management in Boca Raton, Florida.

Maria Luisa Ros, VP of Learning and Development

Malu’s strong background in Organization Development and in English as a Second Language (ESL) Training led her to the call center industry in 2003, when she was hired as a pioneer for Convergys as it was first setting up its call center business in the Philippines. She established the pre-process training called Communication and Culture Training, which eventually became the flagship program for all Offshore agents of the company. She moved to the US when her role expanded to oversight of the training organization of all the company’s sites in India.

As Executive Director for Global Training Solutions for a Canada-based software development company, Malu served as Consultant to different call centers in India, South America and the Philippines. Her experience has since broadened into Quality Assurance and Workforce Management in call centers both in North America and Offshore sites, and abides by commitment to continuous improvement efforts targeting cost savings and higher productivity of Recruitment, Training, Quality Assurance and Operations.

Malu has contributed to Operational efficiency in all of the companies she has joined in a variety of ways. She has shortened existing training curriculum by 20%, sustained and exceeded Customer Satisfaction results and reduced Agent Time to Productivity and Agent Time to Proficiency. Her work in Quality analytics brought about changes in Recruitment and Training processes leading to a 20% improvement in graduation rates via improved agent profiling and more focused training, and decreased AHT by 25% for a major program. Malu models the type of leadership that she espouses among Operations management that she has trained – an unwavering focus on agent development with an eye towards revenue goals.

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