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25 - ICT - Talent Solutions - Talent Based Outsourcing

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25 - ICT - Talent Solutions - Talent Based Outsourcing

  1. 1. Success Story ICT Industry Talent Solutions - Malaysia Talent Based Outsourcing
  2. 2. Situation  The client The client faced high attrition rate  High rates of leaves  Some people couldn’t understand agent’ ascents  Client wasn’t meeting SLAs.  Client was about to lose their project with the customer Solution  Moved from Contingent workforce to Talent Based Outsourcing, Service Provider Managed End to End  Placed Manager and onsite team to work closely with client and Service Provider associates  Placed foreign candidates as customer service representatives (Japanese).  Properly addressed the issue of non performing agents  Improved agent performance that was reflected in greeter efficiency via engagement Results  The client managed to hit SLAs for their customer.  The client secured the project for another 5 years.  Attrition reduce from 25% to 10% 2 Success Story:Talent Solutions Talent Based Outsourcing – ICT Industry
  3. 3. Drawing expertise from across RPO, MSP and Right Management offerings, Talent Solutions can help organizations thrive in the new normal by leveraging best-in-class technologies to attract, source, manage and retain individuals, optimize talent strategies to create efficiencies even as market conditions change, and help organizations create the agility they need to be an employer brand of choice as they respond to the increasing complexity of managing more work models.​ Business and Talent, Aligned 7.2% GLOBAL RPO MARKET SHARE* Talent Solutions has the strategy, talent and data driven insights to help transform organizations 40+ YEARS DELIVERING TALENT SOLUTIONS 11.8% GLOBAL MSSP MARKET SHARE* 21+ YEARS DELIVERING MSP SOLUTIONS

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