Case study: Improved first call resolution and customer satisfaction

Adecco takes on call center management to improve performance and measure success
Case Studies

Our customer, a general merchandise retailer, was looking for ways to improve the overall management of their call center. They needed an outsourcing vendor capable of managing the end-to-end operation of their year-round call center, with a solution focused on attracting, training, engaging, and retaining talent to meet service levels and quality metrics.

8.3 Out of 10 customer survey results

We deployed daily team huddles, interactive training, and personalized communications with associates to out-perform other call center locations on customer surveys in understanding the customers' needs.

74% First-call resolution

We worked closely with our customer to address operational need for issue resolution resulting in higher first-call resolution and NPS score than customer-run call center.

90% Call quality

We used our customer’s performance management tool to provide data analytics on our workforce, to increase associate schedule adherence, to identify coaching opportunities, and to measure call quality to meet KPIs.

Ready to rethink your approach to hiring and managing temporary workers? Contact Adecco today to see how we help.

Related Articles

Proud to be inclusive: How to recruit and support LGBTQ+ talent
Learn how you can better attract and retain today's top talent.
read more
Rewriting the conversation
Many employers are unaware of the challenges their AAPI employees face – and the impact that discrimination has on their careers. It's time to change that. 
read more