Case study · Business process outsourcing
From site-by-site performance to one standard across the operation.
International contact center and BPO
- Client
- International contact center and BPO
- Sector
- Business process outsourcing
- Stage
- Enterprise
The client
The business
Runs outsourced customer service, sales and back-office operations for client companies from contact centers in several countries. Its core operation is recruiting, scheduling and managing agent teams to the service levels agreed with each client.
The starting point
The challenge
A multi-site, multi-client operation with uneven productivity, high agent turnover, and reporting that differed from site to site.
The transformation
What changed
- 1Introduced a workforce planning and scheduling model
- 2Unified the KPI framework across sites and clients
- 3Built a hiring, onboarding, and coaching program for agents and team leads
- 4Modernized quality assurance with automation and AI-assisted review
The result
Growth, on a stronger foundation
- More consistent service levels and productivity
- Lower agent attrition
- Client reporting from a single source of truth
These are real businesses Shermand has served over time. To protect our clients, names and sensitive information have been withheld. More details, and references where clients agree, can be shared on request.
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