Specialized Leadership Placement to Improve Team Morale and Retention

Client’s Challenge

Our client had unsustainable turnover and complaints about their internal Point of Sale Help Desk Team, which negatively impacted their ability to support their retail stores. The goal was to bring in an interim leader to improve morale and call center metrics.

Our Solution & Value Realized

We placed an interim manager with experience in assessment, visioning, role re-structuring, training, and recruitment. Within the first 30-days, there was a noticeable improvement in team morale and call center metrics.

Impact realized in the first 30 days:

1:0
Communication

Met one-on-one with each team member and immediately enacted feedback.

-0%
Call abandon rate

Significantly reduced call abandon rate.

-0%
caller hold time

Significantly reduced caller hold time.

Project Details

A large retail organization had unsustainable turnover and complaints about their internal Point of Sale Help Desk Team. The growing dissatisfaction with the team was negatively impacting the firm’s ability to support their retail stores around the globe.

We utilized our network of senior leaders and SMEs to find and place an interim manager with help desk subject matter expertise, ample leadership experience, and a proven track record of improving culture through systematic assessments and change.

Through a process of peer assessments, visioning sessions, role re-structuring, training plan creation, and strategic recruitment, morale and customer satisfaction were quickly and noticeably improved.

Let’s work together on your next business challenge.