Customer Success Story
Overwhelming Employee Enthusiasm In Contact Center Outsourcing For A Large Utility Company
The Challenge
The utility company had a dedicated and experienced team of contact center employees. The challenge was ensuring that these employees felt valued and secure in the transition process and were willing to be rebadged to the new vendor, TSI.
The Solution
- Transparent Communication: From the outset, TSI and the utility company prioritized open and transparent communication. Town hall meetings were organized to address employee concerns, explain the reasons behind the transition, and outline the benefits of joining TSI.
- Engagement Workshops: TSI organized a series of engagement workshops where employees could learn more about TSI’s culture, values, and growth opportunities. This helped in alleviating fears and building trust.
- Career Pathing: TSI provided clear career pathing opportunities for the transitioning employees, ensuring they saw a bright future ahead.
- Benefits & Compensation: TSI ensured that the rebadging process would not negatively impact the employees’ existing compensation and benefits. In fact, additional perks and benefits were introduced to make the transition more appealing.
- Feedback Channels: Dedicated channels were set up for employees to voice their concerns, provide feedback, and seek clarifications throughout the transition process.
The Results
The efforts bore fruit as a staggering 95% of the utility company’s contact center employees expressed eagerness to be rebadged to TSI. The transition was not only smooth for the client but also for the employees, who felt valued, secure, and optimistic about their future with TSI.
Conclusion
The success of an outsourcing transition isn’t just measured by operational metrics but also by the human element involved. Ensuring that employees feel valued, secure, and optimistic about the future is crucial. This case study underscores the importance of employee engagement and transparent communication in achieving a truly seamless transition.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
