The Challenge
Three different staffing firms. Three different pricing structures. No accountability. No means with which to measure success. This was what it looked like for a top cosmetics company trying to manage its in-bound call center. It wasn’t working.
Turnover was high and quality of talent was low. Worst of all, the consultants who were working hard to bring in orders were dissatisfied with the service they were receiving when calling in new business. The company wanted to upgrade its processes, but needed an experienced partner to do it.
After considering many options, Pro Staff stood out as the clear choice based on its experience with high volume call centers, proven measurement tools, quality talent and performance based pricing.
The Action Plan
Pro Staff invested the time necessary to really gain an understanding of the company and its brand. Image is everything in the cosmetics field and the talent needed to appreciate and represent this. With this knowledge, Pro Staff moved onsite to exclusively manage the talent and processes, which included:
- Developing unique recruiting strategies to attract qualified candidates
- Evaluating candidates with a customized software program for specific customer care attributes important to the customer
- Implementing a thorough onboarding program to ensure the call center representatives were successful from the start
- Managing all additional staffing providers
- Delivering timely, easy-to-read reports for better workforce management
- Eliminating invoicing issues by consolidating them into a simple, one-step process
The Results
Immediately, the quality of talent started to improve. Turnover dramatically decreased from almost 40 percent to less than 15 percent in under six months. Consultant satisfaction likewise improved. The company managers spent considerably less time on staffing issues, thus increasing their productivity.
Pro Staff continues to maintain a close relationship with this constantly-evolving company. Originally hired to manage the call center, Pro Staff now provides full service staffing, including administrative support for multiple departments, finance and accounting talent, and information technology specialists. More than 88 percent of talent on shorter term assignments are requested back by the customer for future projects. Pro Staff also exclusively staffs and manages upwards of 150 hospitality talent for one week of every year during the company’s premier consultant seminar event.