“We want to move from a multiple to a single vendor strategy and create one global team for us. Our goal simply is to establish a streamlined, aligned and hence highly efficient organization.“
That is what our client, an international leader of network solutions, asked us to do. Our solutions cover three services under one umbrella: Inside Sales, Back Office and Postsales Support for the B2B segment. In detail we provide Licensing, Data Analysis, Offer and Escalation Management services for the partner.
International leader of network solutions
- Sales Support
- Data Analysis
- Offer Management
- Escalation Management
In order to support our client in their set-up of one globally aligned team, we had to make sure to find the most suitable candidates – preferably within a very short amount of time. The perfect candidate looks as follows: an individual with strong organizational, administrative and analytical skills, fluency in English and native speaker in the respective target country. Service orientation and proactivity are further decisive. Plus, we require a high level of interpersonal skills and the ability to cultivate relationship management with internal as well as external stakeholders.
Our extremely fast and effective recruiting, onboarding and training processes have generated some great results:
- First touch resolution rate: 90 % or above
- Cycle Time Attainment (CTA) = resolution of case from beginning to end: average 120 hours
- First touch time: 1-4 hours
These results have meant that we have achieved our quotas at all times. All of that has made us become the globally preferred supplier.
Exceptionally fast recruitment / onboarding and training process compared to industry average.
To sum up.
In a nutshell, our very quick and efficient recruiting and onboarding processes of two weeks only, compared to the industry average of 4 weeks, indicate that we manage to finish two processes in the same timeframe as others one. That’s how we more than doubled our headcount since the start of the project one year ago.
And in order to develop our people, we continuously conduct specialized education and training formats. This eventually pushes our partner’s revenue.
“We provide our partner with a full managed service so they can focus on their main business. The key clearly is our carefully selected team that uses their extensive knowledge to strengthen the partner’s business globally by acting proactively and thinking ahead at all times. That’s why we are able to call ourselves the globally preferred supplier!“
Scott. Operations Manager, Raleigh.