Innovation Incubator - Contact Center Optimization

Client Success Story: Actions Towards Solutions With attrition being on the rise, we decided to go straight to the source. Agents participated in a survey focused on employee engagement. We captured the most frequently used phrases and words on what attracts agents to a company and used that insight to create a new agent profile and pay scale and implement innovative programs. We increased onboarding training from 2 to 3 weeks, created the right environment to reduce attrition, by adding standing desks instead of cubes, Hawaiian shirt Fridays, 1:10 supervisor ratio, and accessible snacks. These actions achieved impressive results.

Buddy Program During the nesting process, we assigned a peer to act as a support structure and confidant to ask questions and assist with work or personal questions. This provides an additional support structure to increase the quality of work life. Standardized Interview Questions We designed a uniform scorecard to ensure that everyone considered for a position is assessed the same way. Each candidate receives a standardized list of interview questions to gauge areas such as adaptability, customer service, and leadership, to name a few.

Employee Path Program This is one of the top-scoring items that we felt brings a lot of value. We designed an overall career pathing program that outlined how they can grow through the incubator and possibly turn that into internships.

Coaching & Development We designed a formalized developmental process that includes real-time one-on-one coaching, weekly outlier coaching strategies, monthly performance reviews, and celebrating the good!