Challenge
A leading provider of tracking and recovery systems was having trouble filling and retaining customer service candidates for their call center. This is a 24/7, 7 days a week, 365 days a year operation that employs hundreds. They were working with a national services provider to augment their permanent workforce with temporary staff. The provider was unable to meet the needs of the company and was bringing in unqualified customer/command center employees, which led to a very high turnover of temporary employees. In one year, the cost of employee turnover was $302,000.
Approach
The Company hired a new Director of Command/Customer Service whom we had been introduced to through a previous business relationship. We went in, discussed the issues and high turnover rate, addressed their market and cost rate compared to their turnover spend, and offered recommendations. The Daley team interviewed the Director and the three line managers to find out exactly what they were looking for and what skills they needed in their command center employees.
Results
Daley And Associates hired over 80 contract employees in one year for their command center/customer service team and the cost of turnover went down 63%. We evaluated and made modifications to their current hiring process, created a tight interview screening process, and executed a full onboarding process, which included a structured new hire class. A Daley employee was on-site at all onboarding classes as well as weekly on-site meetings with hiring managers and employees. Our client was able to retain high caliber, trainable employees to work in their critical command center environment operating 24 hours a day, 7 days a week, 365 days a year.
