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Challenge
The company is saving more than 300% of cost by
sending over 2000 call center seats
off shore to multiple companies and countries.
However first call resolutions in many off shore
locations is less than 40%. Customer surveys reveal
repeated frustrations with communications of off
shore vendors leading to further ignition of their
frustrations and causing increase in customer
dissatisfaction. Repeated attempts of increased
training of the offshore personnel and the assignment
of company agents to off shore locations do little
to reduce service issues. The company must retain
the significant cost savings of off shoring while
increasing the first call resolutions and increasing
Customer Satisfaction.
Diagnosis
Create a candidate screening process that emulates
the companies very successful on shore screening
process and utilize it to evaluate off shore vendors
employees.
Action Plan and Process:
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Customize the candidate
profile for off shore agents. |
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Customize the screening process
for off shore agent candidates. |
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Establish a relationship with
the off shore vendors management team. |
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Introduce the screening process
and protocols of the screening process. |
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OERComplete Recruiters armed
with first hand knowledge of the on shore
call center qualifiers and disqualifiers,
conduct live telephone interviews of off shore
suppliers agents. |
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Provide detailed reports and
recommendations of findings. |
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Recommend incentive program
for off shore vendors to assure a higher caliber
of agent is assigned to clients’ project. |
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Prepare and activate future
screening processes. |
Result:
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Utilizing
the onshore centers screening process, the
off shore suppliers new hires had only a 26%
pass rate. |
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Multiple
vendors failed to follow the agreed protocols
of the evaluation and were therefore in breach
of contract. Their contracts were subsequently
discontinued. |
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Accordingly as this project continues it is
supposed that other off shore vendors will
be supplying fewer but higher caliber service
agents per company. Eventually they will increase
their assigned agents as they gain a better
understanding of the required skill set of
assigned agents. |
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The
company has raised the bar of expected experience
level of those agents assigned to their account
resulting in a better customer experience
while retaining cost savings. |
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