SallieMae

Industry: Financial Services
Case Study: Inbound/Outbound

FINANCIAL SERVICES PARTNERS WITH KELLY SERVICES.
Increased fill rates. Increased employee retention and overall satisfaction. Reduced turnover. Good, solid quantifiable statistics that measure ROI. There's no doubt about it, call centers thrive on achieving good statistical returns from the products they sell and the services they provide. And it's no different when it comes to internal operations. Call centers need reliable, high-quality staff to keep the business flourishing and growing. So, when the Florida office of the SallieMae Servicing Corporation (a student loan service) chose Kelly Services as their supplier, the results were obvious and dramatic: a 99% fill rate, a 40% reduction in turnover, and a concurrent increase in employee retention and satisfaction - all in steady, measurable increments.

Customer Needs.
The call center operations (inbound and outbound telemarketing) required a reliable, well-trained pool of temporary and temporary-to-full-time employees with data entry, Internet, and customer service skills. And in an industry where the turnover averages up to 55% nationwide, the prospect of finding enough skilled, high-quality staff seemed daunting.Previous vendors had proven again and again to be disappointing. And employee turnover at times exceeded 50%.

Kelly's Solution.
Enter Kelly Services with KellyConnect in tow. After conducting a thorough needs assessment that included detailed demographic research, Kelly developed a comprehensive program of geographically expanded, industry-specific recruiting and training. This program included the use of proprietary tools such as the Kelly Candidate Profiling System^TM, behavioral testing and interviewing, a customized employee orientation program, interactive call center training, and consistent use of both recruiting and retention incentives. The result? A staffing solution that enables SallieMae's Florida office to meet its business goals.

"In the time that Kelly has been staffing for SallieMae, they have shown that the staff can effectively implement the processes and tools they have and assist us in achieving our business goals. We consider the partnership a success."
        Richard N. Creasman
        Director, Human Resources
        SallieMae Servicing Corporation, Florida

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