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Kelly Connect Linkedin 5 7 12
- 1. KellyConnect… a Quick Overview May 7, 2012
- 2. Kelly Services® by the Numbers…. Kelly founded the staffing industry in 1946 years Number of KellyConnect employees Kelly hires every year… Wholly-owned Kelly offices seconds Kelly puts an employee to work every… Number of KellyConnect temporary Number of hours KellyConnect employees that worked just last year! million employees work each year… Proprietary and Confidential to Kelly Services, Inc. • 1
- 3. Solutions designed with your needs in mind Our goal is to deliver the best… Onsite in your facility Customer Loyalty & Cost Model
- 4. Outsourced Models: 1) inSource (onsite in your facility) 2) Home Based Agents 3) Onsite @ Kelly Kelly has over 1,000 Outsourced Home Based Agents (HBA’s) that supplement our customer’s B&M centers… Result: • High utilization • High CSAT • Cost effectiveness
- 5. Our Seamless Customer Experience PHONE AT H O M E ACD CTI IVR ETC C H AT IN-HOUSE EMAIL OUTSOURCED
- 6. Flex Forward Model Create “Steady State Model” Full- and Part-Time
- 7. Flex Model Flex Agent Profile • Not primary household bread winner • Wants supplemental / disposable income • Wants part-time work model (is not seeking full-time work opportunity) • Wants work schedule flexibility and convenience • Strong Customer Service skills • Innate desire to “help” people • Solid trouble-shooting skills (asks probing questions / good at converting information into solutions) Ability to ramp up quickly | Part-time employee flexibility | Part-time employee convenience
- 8. KellyConnect – Training Web-based, Virtual Instructor- Traditional classroom self-paced Led Training (VILT) – Instructor-Led Training training solutions Distance Learning Proprietary and Confidential to Kelly Services, Inc. • 7
- 9. Communicate … Collaborate … SUCCEED… Wikis Email Live Meeting Gathering Rooms “Video of the Day” announcements IM Communication Portals Proprietary and Confidential to Kelly Services, Inc. • 8
- 10. Legal Areas of Mitigation Proprietary and Confidential to Kelly Services, Inc. • 9
- 11. What’s Possible? Call me to explore how KellyConnect can support your business needs… Kim Kim Sokol – KellyConnect Center of Excellence kim.sokol@kellyconnect.com | (248) 526-8011 office | (248) 701-2695 mobile
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- Kelly Advantage65 year staffing historyAll branches fully-networked for local presence across the U.S.I-9 responsibilityAbility to handle equipment abnormalitiesEvery four and half minutes, a Kelly temporary employee is hired permanently by a Kelly customerKelly employees work 2.9 million hours per weekFun Facts are based on the following assumptions:250 working days per year5 working days per week8 working hours per day*Data source: Employee Database*Data was from October 2009 to September 2010 and US only
- KellyConnect can become your staffing partner for identifying, evaluating and hiring outstanding contact center agents.KellyConnect can provide you with components of our entire suite of state-of-the-art contact center technology tools within your brick and mortar environment, without the need for allocating scarce capital euro. KellyOCG can create a home-based agent program as a stand-alone - - or that complements your existing brick and mortar operations. We can select and hire employees that you choose to manage with your management team and with your technology, or we can provide the technology connection as well.Finally, KellyOCG can take all of these problems off your plate and provide you with a complete turnkey outsourced solution.KellyOCG has the experience and contact center management team in place to take your customer calls, delight your customers, and exceed the critical metrics your operation has set as its standards. Whether you need 50 agents or 500, in your facility or at home, we can support you.
- Flex Agent ProfileNot primary household bread winnerWants supplemental / disposable incomeWants PT work model (is not seeking FT work opportunity)Wants work schedule flexibility and convenienceAllows recruitment from extended geographyStrong Customer Service skillsInnate desire to “help” peopleSolid trouble shooting skills (asks probing questions /good at converting information into solutions)
- Flex ModelKelly thought leadership: The best way to deliver a “flex model” is to create a Sustained delivery model of P/T HBA (home-based agent) workers Benefits:Ability to ramp up quickly with PT HBA modelPT employee flexibility (schedule/work times)PT employee convenience (no drive (save time) / ancillary expenses reduced (lunch/gas/clothes) Ideal Flex Model (sweet spot) = 24 hours of PT work per week per advisor with ability to flex 33% (up to an additional 8 hours) / has ability to goto 40 hour work week on occasionMinimum program volume = 5K calls / month or 60K calls per year (generally speaking)
- Benefits of Flex Model:Ability to ramp up quickly with PT HBA modelPT employee flexibility (schedule/work times)PT employee convenience (no drive (save time) / ancillary expenses reduced (lunch/gas/clothes)Flex Agent ProfileNot primary household bread winnerWants supplemental / disposable incomeWants PT work model (is not seeking FT work opportunity)Wants work schedule flexibility and convenienceAllows recruitment from extended geographyStrong Customer Service skillsInnate desire to “help” peopleSolid trouble shooting skills (asks probing questions /good at converting information into solutions)
- Extensive Communication Venues create Success / Virtual Workplace Investment / CollaborationEmailIMLive meeting gathering roomsDistant learningTeam meetingsWhite board sessionsMulti video/audio conferencing capabilitiesWiki’s (online dynamic business encyclopedia)Video of the day announcements to start morning (Vicki in her pj’s)Communication Portals (Leadership portal and agent portal)Leadership = disseminate info quickly / post contest rules & winners / personal announcements: babies born / wedding announcements / etc Agent = personal /individual portal access to work statistics / pay info