Optimize human resources for high-performing customer operations
Discover how to mobilize your human resources to achieve excellence in your contact centers. From upskilling to team engagement, we will guide you in aligning your employees with best practices in customer experience.
The strategic value of human resources
Demanding environment
In contact centers and operations, human resources play a decisive role. These often demanding environments require a robust organization to maintain a high level of employee satisfaction and meet rising customer expectations.
HR Specialist
At OswegO, we offer you a unique ecosystem of specialized HR management consultants for client operations. Our expertise allows us to support companies in optimizing their processes while ensuring complete mastery of social, economic, and regulatory challenges.
Start now!
Contact us today to learn more about our customer journey consulting services.
How to retain and engage your employees?
The numbers speak for themselves: the average absenteeism rate in contact centers ranges between 8 %and 10 %, sometimes reaching up to 20 % in some companies. This instability directly impacts service quality and overall performance.
Talent retention and turnover reduction involve:
- An HR policy focused on workplace well-being
- rigorous management of social indicators such as absenteeism and burnout
- Continuing education tailored to the needs of customer advisors (an average of 2 to 5 days per year for experienced agents)
8 to 10%
AVERAGE ABSENTEEISM RATE IN CONTACT CENTERS
18 to 25%
Call Center Turnover Rates
Focus on human resources
Upgrade the operating model of a contact center
#Audit
#BPO
#Human Resources
Map the HR journeys to improve the patient journey
#PMO
#Care
#Human Resources
Audit your human resources challenges
Benefit from a senior HR consultant to help you navigate complex transformations and secure your migrations.
What are the benefits of optimizing HR processes?
STRUCTURING
CUSTOMER OPERATIONS
REDUCTION
SOCIAL COSTS
OPTIMIZATION
EMPLOYER-EMPLOYEE RELATIONS
Make human resources a lever for operational excellence
Human resources are an essential lever for transforming customer operations into centers of excellence. An adapted HR policy, combined with modern tools and optimized processes, can make the difference between standard customer service and an exceptional customer experience.
Oswego can assist you with optimizing your HR models and processes.
Oswego Talks
Discover all the stakes involved in an audit of customer relations and customer service in companies.
White Paper
Explore the context and challenges of the customer experience from A to Z by downloading our white papers.
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