Challenge
A leading B2B Travel Company with an in house contact center was experiencing low efficiency with basic KPI’s, high employee attrition, and had created an unreasonable high expectation from their end users that could not be met regarding KPI’s.
Our solution
KKH quickly assisted our client by activating our “Speed to Green” Approach with a tailor made retention scheme that included Guides to coaching via our performance empowerment program, we set our measurable goals for agent performance and a detailed plan and action for improvement as well as our attrition management program to make progress tracking and personal files with reward and recognition, team building and empowerment to managers so they can be accountable for team performance. We have also assisted by providing after hour contact service support to our client.