A Case Study: Extremely High Temporary Specialist Retention for a Distribution Center

Is this you?

You’re a large company that needs to ship out a lot of small items every day.

In other words, you need dozens of people to help you get those orders ready. What’s more, accuracy of order fulfillment is critical because each and every customer shipment is different from any other.

SoCal Staffing

You already know this: it’s really hard to find people who will do this type of work for many weeks or months.

But what if you could find these people? And what if you could be sure that many of them stay in the assignment for several months, even as long as a year or more?

How much would that positively impact your business? Here’s how:

  • Your training efforts –and costs – would decrease substantially because you wouldn’t have to constantly train new workers.
  • Their accuracy at selecting items in your warehouse would only grow the longer they stay on the assignment.
  • Accurate items in a shipment mean happy – and likely repeat – customers. (It also cuts way back on customer complaints; meaning your CSRs may deal with fewer issues that need fixing.)
  • Their selection speed also would improve greatly over time.
  • You also would have a pool of trained, experienced sorters ready to move onto your payroll should you have openings.

Bottom line? Your company’s financial bottom line definitely would improve!

This isn’t a dream: Helpmates HAS done exactly that with one of our onsite distribution clients.

We can’t name our client, but we can say it’s quite large and ships tens of thousands of items to its customers each month, particularly at the beginning of each month, after the company’s sales people have hustled to make their end-of-month numbers the week before.

The company also has a policy of shipping quickly and so it really wants to make sure its customers receive their products within mere days of their order.

Our client has told us that our efforts in specialist retention has meant faster selection of items and filling of customer boxes, as well as higher accuracy, leading to far fewer customer service issues.

The result: Training costs have reduced due to high retention while sorting/fill rates and accuracy have increased. Thus, the company tells us, it has saved a considerable amount of money and greatly improved its bottom line.

We have quite a robust sourcing and vetting process when it comes to finding people who are reliable, accurate and hard-working.*

We won’t give the details here in how we do this, although we can say that we put in considerable extra effort in researching competitive wages, sourcing, screening, talent engagement, and assignment preparation.

Most staffing companies don’t make this effort.

The strategies and time we use to source, vet and train our specialists is critical to the value our client enjoys: considerably lower turnover and training costs with an increase in order sorting speed and accuracy, all resulting in that healthier bottom line mentioned above.

We naturally are quite proud of the results we’ve produced for our client as well as how satisfied our specialists are with the work they do. (We’re also quite proud of our specialists.)

What we’ve done for this client definitely can be replicated at any business that has a need for reliable, accurate, quick distribution specialists.

If you’d like to learn how we can help you, contact the Helpmates branch nearest you to learn more.

*In fact, the work we do upfront in our sourcing, recruiting and training of our specialists also has meant that our client looks to our specialists first when it needs to hire someone full time on to its own payroll.

We also go the extra mile for our specialists and it’s shown in our Net Promoter Score (NPS): those who work for this client gave us a Net Promoter Score (NPS) of plus 80 percent in the fourth quarter of 2020.

Frankly, that’s off the charts.

Contact us to learn more about how we can help your distribution center increase its bottom line.

A Helpmates Case Study: 60 Call Center Specialists Ready to Follow Work-from-Home Orders in Just One Weekend

Thursday, March 19: California Governor Gavin Newsom issued a statewide “stay-at-home” order. Which meant that – unless they worked for what are deemed “essential businesses” – such as pharmacies, grocery stores, gas stations, banks, takeout/delivery restaurants, etc. — thousands of workers across the state would now end up working from home.

Not all non-essential employees can work from home, of course: dental assistants, hairdressers, waiters, front-desk workers, and more, can’t perform their duties from home.

But many types of workers can: those who predominately use computers to do their work.

Los Angeles staffing

The governor’s stay-at-home order affected two of our large call center clients at which more than 60 of our specialists work on assignment – on computers. Our clients had the weekend to ensure that their employees as well as ours on assignment at their site were up and running and ready to take customer calls by Monday. At home.

Our customers called us late Thursday asking for help in ensuring that our specialists would be ready to continue working on assignment from their own homes, on our clients’ computers.

Transitioning Helpmates specialists from working on-site to working from home: the logistics

After speaking with clients, four of our internal team members immediately called all of the affected specialists at home, letting them know what we were planning, asking if they have wifi and if they logistically could work from home. Our internal team members coordinated that all of our specialists stayed safe at home on Friday and explained that were starting the process of understanding how Helpmates could assist our clients and our specialists with working remotely.

We shared that we would be working through the weekend and would be in touch with next steps. Our goal was to have all specialists ready to go on Monday, eliminating as much disruption as possible.

We received the calls from our clients after 8 p.m., and we therefore were on the phone with our specialists until late Thursday evening.

Over the weekend, several members of our internal team, including our director of risk assessment, researched what our specialists needed to know in order to work from home and reviewed safe-at-home practices while working. For example: they would need to watch out for too many power cords within their work space (a tripping hazard) and would need a stable work table, and so on.

We also had to ensure that our specialists received the equipment they needed to perform their work from our clients. In addition, we went over liability/responsibility documents with our clients, ensuring that they understood the responsibility of having remote workers.

Keeping our specialists informed

Our specialists naturally were very concerned about the new work-at-home guidelines. They wanted to keep working and many understandably were nervous about being able to provide call center services while working at home. We made sure we explained their new work arrangement with them as much as needed, helping them look forward to their new work environment while also helping them get their new (home) workspace ready for remote work.

We therefore also spent a lot of time explaining what they could and could not do with our clients’ equipment as they performed their duties.

Results

Come Monday, March 23, all of the specialists working at our clients’ call centers the Thursday before were up and running from their homes with few glitches, taking the calls of our client’s customers. Our clients report that their customers haven’t noticed a downturn in the quality of the call center services they receive from either their own employees or ours.

We also have become well-versed in work-from-home responsibility/liability issues as it pertains to staffing agencies and their clients and are happy to help other businesses transition temporary workers to work-from-home assignments.

If you would like more information on how you can use temporary workers for remote-work assignments, contact Rosalie Villa at 949-225-5016 or email her at rvilla@helpmates.com.

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