BH Associates™ Case Study
Call Center Support and Consulting Solutions
Challenge
Our client, a global marketing consulting firm, needed to expand call center operations to accommodate high-volume open enrollment periods, as well as surges in call center activity when working with new customers. They prioritized gaining market insight, additional contract support during peak periods, and increasing employee retention for their national call center operations.
Solution
Beacon Hill Associates consulted on best practices to find and retain the best talent, which included:
- Market data and wage information
- Investments in training
- Performance management program
- Incentives including conversion to full-time employment
Achievements
As a result of our consulting, our client opened a new center near their largest customer and invested significantly in expanding one of their call centers in an affordable market. We helped streamline selection and integration procedures for contract and full-time employees, contributing to contractor satisfaction and increased conversions to full-time employees. Our client consolidated their vendors, and we were chosen as one of their two primary vendors.
