Case study: Surge staffing for call center – enhancing experience with a dedicated team

Meeting an unexpected need through wage increases and strategy

Case Studies

Our customer, a global company specializing in technology and business services consulting, needed more than 1,000 customer service agents over the course of four months. They were struggling to meet the growing staffing demands in various states supporting unemployment claims.

We supported eight states and identified several gaps in the customer’s people, process, and technology, so we worked with them to build a robust total talent attraction and retention strategy. That included a dedicated care team that provided regular touchpoints with associates from screening and onboarding, and throughout their assignments.

1,00+ associates on assignment; 37% show-up rate increase; 95% retention rate

Using market intel, we encouraged them to raise wages $2.00 – $4.00 per hour (above the 75th percentile in each location). The goal wasn’t just to be competitive, but to own the market.

By focusing on the customer – and associate – experience, we created improvements across the hiring and engagement process. If you’re ready for a more consultative approach from your staffing partner, don’t wait to reach out to Adecco today.

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