Transforming Call Center Operations with Staffing Success

Post by:The Reserves Network

KEY METRICS

  • 16-year partnership
  • 1,957 temporary placements

CHALLENGES

A leading company in traffic management systems across North America initially partnered with The Reserves Network (TRN) to handle payroll for their contractors. As our partnership evolved, so did their requirements. 

The client struggled with high turnover rates in their call center, making it difficult to maintain a stable workforce. Performance metrics were inconsistent, impacting call handling and quality assurance. Training new hires was another major challenge due to the lack of a structured onboarding program. Additionally, managing and scaling operations across multiple states was becoming increasingly complicated. 

SOLUTIONS 

TRN rolled up our sleeves and got to work. We expanded our services beyond payroll, introducing on-site support with a dedicated supervisor to oversee daily operations and provide ongoing coaching, significantly improving performance and retention. We also brought in a dedicated trainer to ensure new hires had the skills they needed to hit the ground running. With flexibility in mind, we placed individuals in both office and remote roles to meet the diverse needs of their projects. 

RESULTS

This approach worked wonders. TRN became the client’s go-to provider for staffing and payroll needs, managing projects across multiple states. Structured QA processes and on-site services led to impressive metrics. CSRs now handle 40-60 calls per day, with call times reduced to 5.5 minutes and hold times down to 30 seconds. CSRs consistently exceed expectations, achieving a 95% pass rate on weekly QA assessments.