Employee Hiring & Retention

Situation:  After ten years of double-digit growth, a $125 million entrepreneurial Call Center created a new business unit to bring an additional $50 million into the business.  While successful, market share was also slowly eroding.  Creating this new environment lined up with business goals to maintain their competitive edge.

Action:  At the CEO’s request, we designed ground-up vision, values, leading-edge HR practices and “principles of engagement” for how people would perform, communicate, make decisions and continuously learn.  We researched competitive and best-practices, documented agreements and created the processes by which new hires worked closely with management to craft a win-win-win (employees, organization and customers).

Results:  High employee satisfaction, ownership and commitment; a cohesive workforce within weeks of hire due to clear vision, values and practices; excellent cross-functional teamwork; and the business results they now enjoy…