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.