Skip to content

 

Frequently Asked Questions

Describe, in detail, how you would assess the staffing needs of your potential customer.

Kelly’s consultative approach to understanding the staffing and overall operational needs of contact centre environments is unique to the staffing industry. We use the KellyConnect Customer Needs Assessment, which offers a detailed look at the critical components of your contact centre operation, to develop solutions that support the process improvements necessary to reduce turnover, thereby lowering your overall operating costs.

The needs assessment covers many areas, including, but not limited to, the following:

  • Fulfillment: Knowledge of the current fulfillment process provides a framework for structuring procedures for a smooth and efficient operation, enabling us to streamline activities, introduce validated screening tools, improve the quality of candidates, and ultimately reduce hiring expenditures.
  • Quality System: Understanding the quality measurement system allows us to formulate a service delivery plan that provides the framework for a systematic approach to integrating and achieving customer, quality, and company performance objectives.
  • Turnover: Identifying the reasons why employees are leaving, as well as when they are leaving, helps target areas for improvement. This data gives us conclusive information about the cost of turnover and corresponding loss of investment.
  • Compensation: Evaluating compensation is critical to making the overall program competitive in the marketplace and attractive to the highest-caliber candidates.

Once the assessment is completed, a best-in-class service delivery model can be formulated.