8 months ago -

Success Story in the BPO Industry with Manpower Foreign Hiring

All Tech Support Two Men Rgb 150

​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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