The Challenge
A leading mobile phone and network supplier needed help managing its North American call center. The center had been outsourced to a major national business process outsourcing (BPO) vendor, but the company had taken management of the call center back because of problems with quality and information security. They were determined to remain operationally involved and keep the center within an established company facility. At the same time, they sought to outsource the delivery of the product and looked to Pro Staff to provide a strategic insourcing solution that included staffing and operational management of the customer service aspect.
The Action Plan
Following extensive discussion with the Pro Staff team, the company and Pro Staff agreed on the center's scope of operations and a set of performance metrics. Pro Staff put great emphasis on defining job functions, conducting employee assessments, role mapping, developing customized recruiting plans, interview design, and conducting training.
The Results
Pro Staff managed more than 400 contact center employees, allowing the remaining client staff to focus on strategy and product development. This collaboration between the internal client staff and Pro Staff's contingent workforce better prepared the center for new product launches and gathering critical market feedback. Much of the teamwork took place in structured meetings, but informal collaboration was also possible, an added benefit of the insourcing arrangement.
As a result of the successful implementation of the insourcing model, the contact center was recognized for customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.