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Client Profile The world leader in providing transaction-based traffic management systems and infrastructure-based services for mobile payments, such as toll collection systems.
Issues/Challenges
- Needed more than 60 professional call center reps with only a two-week lead time to support the launch of new call center facility
- Needed consultation on call center labor strategies including recruitment, selection, training, management and retention
Solution/Results Staff Management implemented Staff Link, our full-time call center staffing solution for the Customer Service department and Staff Site for the Production and Mail Room departments.
- Provided 100% of the call center labor and an on-site Service Team to manage every aspect of the labor strategy
- Reached the client's fill rate requirement and had a successful on time launch of the call center
- Significantly improved selection process and quality of rep, resulting in superior customer service and increased number of transactions.
- Reduced weekly turnover to less than 1%, and lowered overall program costs compared to the client's beta program
- Increased program revenue resulting from an increased number of transactions due to the consistent quantity and quality of reps
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