Many contact centers experience a downturn in productivity, often functioning at an 80% efficiency rate in the first six weeks of onboarding such a large group of new hires.
In preparation for the upcoming peak season, the client, a national automotive dealership with over 130 locations throughout the US, tasked Blue Ocean with augmenting our outbound sales support workforce by 51%. The challenge was to maintain and improve performance while greatly increasing the number of agents and coaches and successfully onboarding this largely new workforce. Check out our case study to see how we did!
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