One of the largest privately-held outsourcing provider of contact center management and collection agency services in North America, offering a comprehensive set of business process outsourcing (BPO) solutions. With locations throughout the United States, offshore, and near shore. The company offered turnkey solutions, encompassing contact center deployment, operations, staffing, and management services.
With unemployment rates at a record low across the United States and competitors increasing their onshore presence, the client’s front-line representative turnover rate had increased to over 150%, and reaching as high as 200% in at least one of their domestic locations.
Challenges such as attrition and staff retention do not exist in a vacuum. (To download a white paper on this subject, click here.) Understanding the interaction of the ‘thousand moving parts’ in any contact center and their impact on retentions required an holistic approach. Employing a Best-Practice Benchmark Assessment, we compared the center to best-practice centers highlighting key areas of successes and opportunities.
In addition to the benchmarking assessment, focus groups were held at five sites in four states across the U.S. with over 200 front-line staff. These sessions included agents, supervisors, workforce management, quality assurance, recruiting and training staff. Interviews were held with mid-level management, external department stakeholders, investors and the executive team.
A thorough evaluation of communication processes, data management and operational practices was completed, with over 200 unique documents reviewed and relevant data aggregated.
Our team presented a report and action plan that would
We uncovered 5 key areas within the client’s operations driving employee dissatisfaction resulting in high employee turnover in the first 90 days of employment. and identified millions in cost savings by making changes to recruitment and training processes and practices. Specifically, we