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A market leading Information Solutions company:
:: Client Situation
Increasing demand for a highly skilled & flexible workforce resulted in poor contract delivery and SLA performance. The company had little knowledge of the labour market dynamics and out of necessity had shoe-horned additional business into existing locations. This resulted in poor morale and reduced productivity, increased staffing costs and no operational capacity to deliver new business
:: Solution
Centric worked closely with the host client to review the current workforce model and identify tangible areas where service improvements could be made.
As a result of this partnership approach, we also recognised the operational need to have other site locations available to accept new business wins and increased call volumes
Centric deliverables included;
- On-site teams delivering HR management of complementary workforce (CWF)
- Working closely with client management to forecast headcount requirements and shift patterns – improving SLA
- Tapping into alternative labour pools such as returner’s to work, over 50’s and student populations – including pre-employment training & induction.
- Attrition rates reduced by over 50% in some locations – by 33% nationally
- Absence management resulting in reduced O/T costs of £1.1M in Year 1
- Customer Satisfaction improved from red to green on balanced scorecard
- Call handling times and Call resolution improved
- Career development model introduced to retain best performers in business
- Working with local government agencies to source viable additional sites
- Obtaining funding to produce “job ready” workforce in remote areas
- Managing 2 fully Out-Sourced contact centres including People, Facilities & SLA
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Contact Centre