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HP, a leading technology company, operates a large call center handling customer inquiries and support. However, they faced a persistent challenge in retaining employees, leading to high turnover rates.
Despite hiring over 200 new employees annually, HP struggled to maintain a stable headcount in their call center. This revolving door phenomenon resulted in significant time and revenue losses for the company.
To address this challenge, HP partnered with a consulting firm to develop a tailored hiring plan. The key component of this plan was the deployment of an employee retention specialist, provided at the consulting firm's expense. The specialist was tasked with managing attendance, performance, and engagement of call center employees.
Implementing the hiring plan resulted in substantial cost savings for HP, exceeding $200k annually. Moreover, the improved employee retention positively impacted productivity and customer satisfaction. As a testament to the success of the project, HP began offering quarterly bonuses for effectively managing the call center's workforce.
HP, a leading technology company, operates a large call center handling customer inquiries and support. However, they faced a persistent challenge in retaining employees, leading to high turnover rates.
Despite hiring over 200 new employees annually, HP struggled to maintain a stable headcount in their call center. This revolving door phenomenon resulted in significant time and revenue losses for the company.
To address this challenge, HP partnered with a consulting firm to develop a tailored hiring plan. The key component of this plan was the deployment of an employee retention specialist, provided at the consulting firm's expense. The specialist was tasked with managing attendance, performance, and engagement of call center employees.
Implementing the hiring plan resulted in substantial cost savings for HP, exceeding $200k annually. Moreover, the improved employee retention positively impacted productivity and customer satisfaction. As a testament to the success of the project, HP began offering quarterly bonuses for effectively managing the call center's workforce.
