A call center with operations in U.S. and Mexico, was trying to grow in spite of a 130+% employee turnover rate—not going to happen. Knowing that turnover is a leadership issue, we dove in, developing, training, and coaching the entire leadership team. We married their processes (recruiting, training, QA) to the newfound leadership approach. We created a scalable, repeatable process to succeed. Turnover is the best in their space, and costs of that turnover have fallen by almost $1M.
A health sciences university was suffering from an entrenched, under-productive IT staff and its resistance to new departmental leadership. We partnered with the senior leadership team and developed new leadership strategy focused on service-oriented inter-departmental relations and engaged both in groups and one-on-one with the IT department’s key managers. The effort was so effective, the university expanded it to other departments. With improved employee satisfaction, reduced turnover, and $1.9M in annual cost reductions, the engagement was a huge success.