What happens when your business rapidly expands and needs to build a call center team quickly? Occasionally, companies fail to prepare for increased business needs until it is too late. IntelliSource works with companies to help with establishing a call center quickly and ensuring you are ready for growth! Here is an example of how we worked with our partner and established a contact center quickly and efficiently.
Planning a New Call Center
When two top fast-growing companies merged, they relocated their call center operations from California to Colorado. They realized they did not have the resources, location, or staff to equip a full call center. They also were unsure where to get the resources to implement this process entirely.
With only six weeks to establish the center, we had to move fast and work with the customer to get the site up and running quickly. We went to San Diego, CA, to work with the customer and get trained on their product lines, processes, and systems. We then created a comprehensive plan to recruit and hire a top-talent workforce supported by human resources. Lastly, we developed a performance management framework and an integrated training program.
Building and Filling The Facility
With the building lease signed and construction beginning, we built the facility to accommodate an optimal contact center space. We used our previous experience and worked with our partners to combine their expertise with ours. The go-live date for the facility would be a week later.
We hired and managed the workforce, assuming all employment risks. IntelliSource also handled any workers’ compensation costs and overhead for the go-live initiative. With that, we implemented our plan for the structure to be a success.
Final Push for Completion
With the training for both English and Spanish speaking employees completed, we had finished the call center transfer from California to Colorado. With a successful implementation across the board of processes and the development of the facility, IntelliSource and it’s partner shared the triumphant feeling of this project’s completion. The results of the completed project included the following:
- 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
Establishing a call center quickly and working through the solutions with our partners allowed us to be successful together. IntelliSource can help you create a plan to drive your business to new heights. Contact us today to learn more!
