Spark

Establishing a Contact Center Quickly

What happens when your business quickly expands and needs to build a contact center team quickly? Occasionally, companies fail to prepare for increased business needs until it’s too late. IntelliSource works with companies to help with this problem and make sure you are ready for growth! Here is an example of how we were able to work with our partner and establish a contact center quickly and efficiently.

Planning a New Contact Center

When two top fast-growth companies merged, they decided to relocate their call center operations from California to Colorado. They realized that they did not have the resources, location, or the staff to equip a full call center. They also were unsure of where they would get the resources to implement this process entirely.

First, having only six-weeks to establish the center, we had to move fast and work with the customer to get the site up and running quickly. We went to San Diego, CA, to work with the customer, training on their product lines, processes, and systems. Next, we created a comprehensive plan to recruit and hire a top-talent workforce that is supported by human resources. In the end, we also were able to develop a performance management framework and an integrated training program.

Building and Filling The Facility

With the building lease signed and construction beginning, we were able to build the facility to accommodate an optimal contact center space. We used our previous experience and worked with our partners to utilize their expertise and ours together. The go-live date for the facility would be a week later.

We handled the hiring and management of the workforce, assuming all employment risks. Any workers compensation costs and overhead for the go-live initiative this day were also taken care of by IntelliSource. With that, we implemented our plan for the structure to be a success.

Final Push for Completion

With the training for both English and Spanish speaking employees completed, we had finished the call center transfer from California to Colorado. With a successful implementation across the board of processes and the development of the facility, IntelliSource and it’s partner shared the triumphant feeling of this project’s completion. The results of the completed project included the following:

  • INTELLISOURCE ASSOCIATES SERVICED AN AVERAGE OF 3,330 PHONE CALLS A DAY
  • 50% REDUCTION IN TRAINING TIME FOR NEW EMPLOYEES, RESULTING IN SPEED TO PRODUCTION RETURN ON INVESTMENT
  • TWO OPERATIONS SUPPORT MANAGERS HIRED
  • SIX SUPERVISORS HIRED
  • SIX TEAM LEADS HIRED
  • 100 CUSTOMER SERVICE REPS HIRED
  • INTELLISOURCE SPONSORED EMPLOYEE APPRECIATION EVENTS AND ENGAGEMENT ACTIVITIES TO REINFORCE OUR COMPANY CORE VALUE OF E3 (BEING ENJOYABLY ENGAGED IN THE EXPERIENCE) TO FOSTER A POSITIVE & MOTIVATING EXPERIENCE
  • 25% REDUCTION IN CALL HANDLING TIME THROUGH PROCESS REFINEMENT AND TRAINING SESSIONS WITH AGENTS

Establishing a plan and working through the project with our partners allowed us to be successful together. IntelliSource can help you create a plan to drive your business to new heights. Contact us today to learn more!

Mike Trinidad