An ecommerce client in the U.S. had two challenges: access to talent and high turnover of staff. Their contact centre roles were most commonly filled by university students, who were great at the job but would move on to roles more suited to their qualifications as soon as they graduated. 

The ecommerce company wanted to make sure they continued to have the high level of customer satisfaction that was provided by the university students, but they wanted to ensure the people they employed in that role stayed with the company for more than two or three years. 

We worked with them to find an offshoring company that not only provided their entry level staff with the training that ensured a high level of customer service but also had a great system for addressing any internal issues before they developed into problems that would impact on the ecommerce company’s customers. This meant that once the ecommerce company had gone through their requirements for training and onboarding, they could relax and hand over to their offshoring partner. There was a great outcome for everyone because we took the time to ensure they had got the setup right. 

With metrics in place so that each party could be held accountable, it was easy to distinguish between issues that were around competence, which required making adjustments to training and processes, and issues that needed additional steps or changing certain systems. As a result, the experience was rewarding for the offshoring company, the offshoring staff members, the ecommerce customers, and the ecommerce company.