Outsourcing provider receives award for new work-shift organisation

ClientLogic, a leading global business process outsourcing (BPO) provider in the customer care and back office processing industries, has been awarded with the “Frost & Sullivan Customer Service Leadership Award” for having developed its own EMEA Resource Optimisation Centre (EROC) and for its ability to expand customer and employee relationships beyond conventional industry norms. The Optimisation Centre redefined agent’s traditional two-shift models utilising in-house planning, scheduling tools along with flexible and functionally-oriented shifts (weekends, nights, 12-hrs combinations). Agents receive a 28-day notice of schedule shifts enabling them to attain a work/life balance. Every 3 months, the company calls together 100 agents to a focus group discussion on occupancy and gaps in scheduling. “This support reduced absenteeism and contributes significantly to reduced agent attrition. The result is greater agent satisfaction and decreased costs for the organisation as it relates to human resources management, recruitment and training”, the jury of “Frost & Sullivan Customer Service Leadership Award” stated.

Internationalität Sprache Englisch Work-Life