Vectren
Industry: Utility
Case Study: Inbound
The Power to Place Call Center Staff.
Mergers and acquisitions. They're so commonplace in today's business world that many of them may go unnoticed. Unfortunately, the merger of large companies can also result in a disconnection with loyal and valuable customers. That's why Vectren Corporation - formed by the consolidation of Southern Indiana Gas and Electric, Indiana Gas and Dayton Power and Light - turned to Kelly Services to ensure its most important assets weren't forgotten. Kelly met Vectren's needs by placing more than 130 customer care specialists, and the results are dramatic: less than 5% turnover rate and an increase in employee retention and satisfaction.
Customer Needs.
Phase I required that the newly formed customer contact center be staffed with capable, reliable customer service, billing and remittance specialists to serve Vectren's more than 1 million customers.
The Solution.
Kelly conducted a thorough needs assessment, then used targeted recruiting and proprietary tools such as the Kelly Candidate Profiling SystemTM and behavioral assessment to recommend candidates to Vectren. The result: a staffing solution that's been so successful, it will be used to fill Vectren's 270 remaining customer care center seats.
"The KellyConnect behavioral assessment has been a very successful evaluation tool to furnish qualified candidates to fill our contact center staffing needs."
Henry Woodall
HR Supervisor, Contact Center
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