Industry Served: Telecommunications
Rose Solution: Call Center
The customer was experiencing multiple issues with their call center that resulted in escalating costs to operate the call center. The call center staff was sourced through an MSP with the call center staff coming from multiple vendors at different rates with the staff being paid different rates for doing the same job. Many vendors did not provide any direct form of supervision of their staff, so the customer had to take responsibility for managing that portion of the staff and their problems. Morale was low and directly resulted in a turnover rate of about 85 percent, which also required higher training for the customer to replace the unstable workforce.
Rose Value Proposition
Rose reviewed the objectives of the call center and the issues that the customer was encountering. Rose proposed a solution to the customer based on our extensive experience with call centers. The Rose plan was designed to reduce call center costs by providing on-site call center management, high quality staff at reasonable and consistent rates, and the delivery of outstanding results that met or exceeded Service Level Agreements. The goals were to establish workforce stability, improve morale, reduce training costs, and provide consistent service for the customer.
Rose was selected to implement our plan for the customer's call center. Rose immediately implemented our transition plan, which included two strategies: conversion of the current staff to Rose employees with consistent pay for the same job category and benefits, and recruitment of new staff to meet the growing business needs of the customer. The results were significant with the turnover rate reduced from 85 percent to less than 3 percent. The workforce stability reduced training costs, provided higher quality staff (qualifications were no longer based on lowest cost, but rather relevant and successful experience), improved morale, and increased customer call center manager's productivity (they were no longer directly managing individual staff members due to Rose's on-site management). The customer started to gain a competitive advantage by providing their customers with higher service levels. The success of the Rose solution has also provided Rose with additional call center opportunities with this customer.