Contactual Helps Labor Ready Respond Around the Clock, Around the World

Company

Business

Temporary, “on demand” staffing for transportation, warehousing, hospitality, landscaping, construction, light manufacturing, retail, and wholesale businesses.

Challenges

• High costs and low efficiency from a proliferation of answering services
• Lack of visibility into activity and service levels of 887 branches
• 24x7 availability for customers resulted in unbalanced workload and high turnover for overloaded staff
  

Solution

A new call center using Contactual OnDemand Contact Center for centralized call routing to local offices, and consolidated call monitoring and reporting.

Results

• Lowered costs and increased call center efficiency – handled 1.1 million calls made by only 52 agents
• Visibility into call patterns, volumes, client needs and service levels
• Reduced employee turnover while providing 24/7 customer service
  

Read the entire Labor Ready case study now!