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TURN-KEY CONTACT CENTER QUICK CONTACT CENTER IMPLEMENTATION

OUR PARTNER'S CHALLENGE

When two nationally recognized, fast-growth companies merged, they decided to relocate their call center operations from California to Colorado. Realizing they did not have the resources or location to fully source, secure and equip a call center as well as having need of recruitment assistance to fully implement this process, IntelliSource was able to present a partnership to this customer to implement this call center.

OUR FOCUSED APPROACH

IntelliSource had to act quickly to work on the solutions needed to deliver a comprehensive staffing solution while maximizing service performance and operational efficiency. This included product workflow processes, space optimization and inventory visibility-traceability. Over a 6-week period, IntelliSource worked through the following process to make our partner successful:

AUGUST 23

With a service agreement signed and put into action, our Understanding the need to expedite the process, our team defined a strategy to achieve our customer’s business objectives within a very short six-week timeline.

SEPTEMBER 1

Our implementation team went to San Diego, CA and trained on the customer’s product lines, processes and systems which included providing a comprehensive plan to recruit and hire a top-talent workforce that is supported by human resources. We also were able to create a performance management framework and an integrated training program.

SEPTEMBER 9

With the lease signed to secure the facility and construction beginning, the team was able to build a facility to accommodate an optimal contact center space. The go live date for the facility was scheduled for September 16th.

SEPTEMBER 16

We recruited, screened, hired, on-boarded, trained and managed the workforce assuming all employment risk, workers compensation costs and overhead for the go-live initiative this day and implemented the plan for the structure to be a success.

OCTOBER 9

The first spanish speaking teams were implemented and the process was completed for the call center transfer from California to Colorado. With a successful implementation across the board of processes and the development of the facility, the partner and IntelliSource shared the successful feeling of this project's completion. The results of the completed project included the following:

RESULTS

  • INTELLISOURCE ASSOCIATES SERVICED AN AVERAGE OF 3,330 PHONE CALLS A DAY
  • 50% REDUCTION IN TRAINING TIME FOR NEW EMPLOYEES, RESULTING IN SPEED TO PRODUCTION RETURN ON INVESTMENT
  • TWO OPERATIONS SUPPORT MANAGERS HIRED
  • SIX SUPERVISORS HIRED
  • SIX TEAM LEADS HIRED
  • 100 CUSTOMER SERVICE REPS HIRED
  • INTELLISOURCE SPONSORED EMPLOYEE APPRECIATION EVENTS AND ENGAGEMENT ACTIVITIES TO REINFORCE OUR COMPANY CORE VALUE OF E3 (BEING ENJOYABLY ENGAGED IN THE EXPERIENCE) TO FOSTER A POSITIVE & MOTIVATING EXPERIENCE
  • 25% REDUCTION IN CALL HANDLING TIME THROUGH PROCESS REFINEMENT AND TRAINING SESSIONS WITH AGENTS

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