Situation
The client had above call center industry average attrition
Above industry average of leaves. e.g. medical, unpaid, unplanned/ emergency
Communication issues (accent) with callers from other regions
Failing SLA
Project status in jeopardy
Solutions
Analyzed and managed non performing agents
Manpower replaced the headcount gap with foreign talents on 1+1 year contract, hence control attrition
Improved agent performance that was reflected in greater efficiency by hiring culturally fit candidates who are capable of handling highly stressful environments
Guided and consulted agents on communication skills to improve rapport with team leaders
Results
Current employee 20% local; 80% foreign talent – managed attrition
Meet SLAs for service quality, response time, satisfaction
The client renewed project for another 5 years
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