Case Study Summary

Large companies know that good quality customer support is an important factor in gaining a competitive edge. Call centers are central to customer support but their work environment can be highly demanding. Employees are expected to be fully occupied throughout their shifts while functioning at unusual working hours to cater to global customers. This is the reason why call centers’ turnover rates are generally high. Since their talent acquisition budget is substantial, any increase in workforce productivity is considered highly valuable. But hiring and retaining experienced customer support talent remains a huge ask across industries.

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