Case Study: In-bound and Out-bound Help Desk Contact Center achieves best-in-class service levels with TRC Staffing Services Co-Sourcing

: In-bound and Out-bound Help Desk Contact Center - Customer Case Study

TRC Staffing Services supported the In-bound and Out-bound Help Desk Contact Center, which serves more than 1,000 restaurant locations across the U.S. The client needed a co-sourced staffing model and a high-performing help desk that could maintain best-in-class service levels while also creating a learning environment where associates could build skills, grow their careers, and add value to the organization.

TRC Staffing Services staffed and managed an average of 50 fully integrated tier 1, 2, and 3 help desk associates, implemented a learning management system, and added ongoing HR and retention programs, including benefits and incentives. As a result, service levels have stayed at or above target, employee satisfaction and tenure reached historic highs, and the client realized more than $1 million in annual hard-dollar savings while reducing management time spent on non-exempt workforce issues.