Success Stories
The Challenge: A cable service provider launched two onshore sites with two lines of business at each location. The sites’ combined monthly attrition was 40% in conjunction with AHT at 40% to goal. Suffering from poor service levels and performance, they gave us an opportunity to grow the nearshore site from 1 to 3 lines of business.
THE EXECUTION:
We were up to the challenge! We were given 50 FTE. In order to be successful and exceed the client’s expectations we reduced the span of control from 1:15 to 1:8. This enabled us to provide more observations, coaching and overall engagement. It ensured that our speed to proficiency would alleviate the service level impacted due to the higher AHT and attrition at the onshore sites. We achieved an AHT of 90% to goal out of nesting and exceeded the target of 105% to goal after two weeks in production. We maintained a monthly attrition percentage of 10%. We met AHT, transfer and tool utilization targets which were held consistently over the next two months. The client was so pleased with performance that we were given yet another challenge and an opportunity at the same time. They asked us to commit to a 200 FTE ramp over the next 90 days so that they could give notice to their onshore vendors. They needed service levels to be met and they were counting on us to meet the ramp requirement. Not only were we quickly increasing headcount on the 2 lines of business added initially, we took on 2 more, taking our total count to 5.
ACTIONS:
- Hired an operations manager to oversee the nesting process and partnered with training manager
- Maintained a supervisor span of control of 1:12 and a QA ratio of 1:25
- Onboarded new trainers to ensure that each trainer followed their class through nesting. Trainers remained utilized on the production floor for refreshers on pain points identified by QA and Ops
RESULTS:
We hit 98% of our ramp target. Service levels were not impacted since we lowered our monthly attrition from 10% to 8%.
We consistently hit AHT, transfer, and tool utilization targets and steadily improved in net promoter score and repeat rate performance. The site was meeting 4 out of 5 main KPIs every month. Not only did we help the client meet their operational target, we also improved their financial outlook by moving their business onshore to nearshore, resulting in a much greater value.