Flexible scheduling boosts employee engagement and performance
Outsourced support makes quick work of managing volume surge
When the company first reached out to TTEC, its support team was having difficulty keeping up with mounting customer interactions. The brand’s gaming systems included handheld controllers and many customers complained that when they played certain games, the controller would slip out of their hands, sometimes damaging the controller and household items. The company decided to send all customers wrist straps for the controllers, but its in-house team needed help managing that process.
TTEC provided the associates needed to handle customer inquiries related to the controllers, and we oversaw the logistics of quickly sending wrist straps out to customers. We began by providing 20 full-time-equivalent associates, but that number grew as volume surged. Based on that success, we continued to help the company deliver support to gamers during volume surges, including providing 1,300 associates during the pandemic in 2020.
Because of our longstanding relationship and the trust we’ve earned over the years, the company recently became the first brand to pilot our FlexEX program . The flexible scheduling solution incentivizes associates to perform well and lets employers tap into a broader talent pool. With FlexEX, the top-performing 15% to 30% of associates get the first choice of which shifts they want to work. They request certain shifts, in order of preference, and once their shifts are set, the schedule opens up to the broader pool of associates. FlexEX also gives associates more
freedom around how they structure their shifts (within parameters set by the employers). An associate may opt to work one hour in the morning, for instance, and complete the remainder of the shift in the afternoon and evening. Employees can set the schedule that best meets their individual needs. This type of workforce scheduling model marks a major shift for most brands, but the company trusted TTEC – and the decision paid off quickly. The client started by shifting 15% of its staffing to the FlexEX model in December 2022 and now has 100% of its associates using it.
100% calibration
100% adherence
100% of associates using FlexEX
Improved CSAT
Exceeded quality goal by 6%
RESULTS
RESULTS
4 | Proactive partnership levels up gaming brand’s CX
ttec.com | 5
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