The Client
A global fleet management organization
The Challenge
Our client had a large, 90-person call center that was experiencing increasingly high turnover. The call center was critical to the success of the organization as its performance reflected directly on the company’s overall performance. The client’s call center was responsible for all inbound and outbound calls to address customer roadside issues.
As turnover increased, reaching 54%, the quality experience for customers decreased. With fewer people available to answer calls, wait times for customers began to rise. New employees were hired; however, the inexperience was evident in customer interactions. As a result, they began to lose customers and were having difficulty acquiring new business.
The Solution
Advanced Resources worked with our client to develop a customized placement, quality check, and management process. Our team tailored the interview process by adopting behavioral questions to improve the quality of candidate presented for the call center. Once placed, the Advanced Resources’ team performed an extensive quality process from day one to ensure the training and management of staff was proven effective in the first 90 days.
Our client also had minimal reporting capabilities at the time and was unaware what contract workers they had or where they were placed. As a result:
- A customized reporting dashboard was built, tracking everything from time-to-fill to turnover
- We began managing and reporting on turnover by supervisor so our client could coach their supervisors to develop their management skills
The Benefit
Partnering with Advanced Resources resulted in:
- 44% improvement in our client's call center turnover
- $130k excessive spend savings by providing reporting data
- 570+ placements, with 35% in the last two years
- Increase in quality and reduction of turnover has led to fewer placements in recent years, a testament to the quality of hire
