Situation
The client faced high attrition rate
High rates of leaves
Some people couldn’t understand agent’ ascents
The Client wasn’t meeting SLAs
The Client was about to lose their project with the customer
Solutions
Moved from Contingent workforce to Talent Based Outsourcing, Service Provider Managed End to End
Placed Manager and an onsite team to work closely with client and Service Provider associates
Placed foreign candidates as customer service representatives (Japanese)
Properly addressed the issue of non-performing agents
Improved agent performance that was reflected in greeter efficiency via engagement
Results
The client managed to hit SLAs for their customer
The client secured the project for another 5 years
Attrition reduce from 25% to 10%
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