NEW PRODUCT LAUNCH CUSTOMER CARE
The Client
The client is a new entrant to the fixed line and mobile telecommunications market. In preparing for its first day of operation, it has setup a team of over 60 agents. Still, they anticipated a need of over 100 agents, at least for the first 2 months of operations, due to the higher volume of enquiry calls in its initial period of business.
The Case
The client was recruiting its own team of Customer Service Representatives (CSRs). However, their recruitment efforts alone were not sufficient to provide the additional temporary agent needed in the initial two months. It therefore sought the help of Teledirect for providing agents and team leaders to work at its call center as time was running out and the product launch was less than a month away.
The Strategy
Teledirect interviewed over 100 call centre agents over a 2-day period, and conducted its proven 10 Golden Rules of customer communication over a 2-day weekend. On the following Monday, Teledirect management brought a team of 60 agents to the client, for product and process training. 2 team leaders are appointed among the agents to provide on-site supervision and support. In addition, Teledirect project manager conducts on site inspection for everyday of the operation.
The Result
Teledirect increased the number of competent CSRs for the client by more than 100 percent, over a one-week period. In addition, when the call volume drops significantly after the initial 6-week period, Teledirect was able to deploy the 60 CSRs among its other client projects, thereby reducing the cost of operations for the client.
The Conclusion
In-sourcing is an effective solution to temporary increase in qualified headcounts. The cost of employment is lower than hiring temporary staff directly.
Our Key Measurement of Success:
- Absenteeism rate
- Quality Assurance score
- Knowledge test score
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