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The collection division of a leading specialty loan servicing company had a high burn-out rate at the client sites which lead to high attrition within the contract centers. It also created challenges attracting and keeping the right talent. The client turned to Manpower for help.
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More than 500 contact center representatives are the front line of client service for a Midwestern firm which provides check processing and electronic funds transfer services. This industry-leading firm serves 8,000 clients worldwide, with annual earnings of $1.7 billion. When attendance issues and a 70 percent turnover rate in its contact centers led to declining productivity, the firm needed to improve its ability to find and hire the right candidates.
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A large Contact Center in the South represents a variety of service providers. They source some of the orders in-house and rely on external assistance for large or difficult orders. The fill-rate, quality and attrition of the talent provided by their lead outside source was not hitting the mark. In fact, attrition had risen to 50%. With so many clients to coordinate, this Contact Center needed a partner they could rely on to deliver right-fit talent in a timely manner.
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