The Challenge
A Pro Staff client specializing in legal and contact center services needed to staff two separate contact centers for their particular client. Their client needed both contact centers fully operating 24 hours a day, seven days a week in just 48 hours. It was important that there were a specific number of employees working in each contact center at specific times of the day and night. Our client also needed to provide their client with activity reports in half hour increments to show that both centers were fully staffed and providing desired level of consumer support.
The Action Plan
Utilizing our local branch offices and extensive corporate resources, Pro Staff quickly recruited and qualified top candidates and confirmed their availability to work weekends and overtime for the duration of the project.
Activities included
- Communicated the project need and priority to our recruiting team and secured dedicated team members to identify and qualify candidates for the project.
- Placed creative recruitment advertising using a variety of employment media.
- Conducted Saturday and Sunday open houses in Fairbault and Minneapolis.
- Placed dedicated team members on-site at both locations.
- Provided on-call 24 hours a day, seven days a week client support for the duration of the project.
- Provided client with complete labor tracking and operations results in half hour increments.
The Results
- Pro Staff successfully staffed both contact centers within the specified 48-hour timeframe.
- Exceeded the initial goal of 225 talent working within the 48-hour timeline and added another 100 talent to the contact centers within the first week.
- With over 330 talent working on the project, contact center representatives serviced over 108,700 consumers.
- Daily call volume peaked at 12,228 calls with an average hold time of only of 13 seconds.
- A service level of 91.5% was achieved, exceeding the client’s expected service level.
Pro Staff’s contact center experience, the ability to quickly mobilize its resources, and the cohesive team exceeded the client’s expectations. The client was amazed with the efficiency, quick turn time and the qualified professional talent provided. Pro Staff was commended on teamwork and commitment to providing qualified and proficient talent resulting in a successful project for a contact center client.