High Volume Recruiting
THE RESULTS: Funneled 4,000 resumes in three days. Drilled down list of candidates based on capability, experience, background check and access to personal equipment and systems. Issued final job offers for 100 seasonal employees. Prepared final candidates for training and onboarded them for Unifin management take over.
Talent Attraction and Sourcing
THE RESULTS: Simplified a twenty-six-step recruitment process down to thirteen steps. Our screening methodology, validated through scorecards and assessment screenings, redefined the key attributes of a “new driver”. Over a period of 12 months, KO provisioned over 250 drivers.
Traditional Outsource Support
THE RESULTS: The KO outbound team averaged over 280,000 annual unique dials. 8% increase in costs, 118,500 more calls handled, increased customer satisfaction, servicing capacity increased 54%. Managed 5 different product solutions and absorbed the staffing volatility ramping from 15 dedicated agents to 40 at varying intervals throughout the year.
Triage of Customer Call Center
THE RESULTS: Improved inbound call volume average speed of answer service level from average of 20 minutes to 20 seconds. Lowered average call duration time from 5 minutes to 2.5 minutes. Call abandonment rates dropped from a high of 26% to a low of 2%.