CCA Uses Personalized Service to Increase Retention during a Major Transition

Challenge

To reduce overhead, a large financial services organization decided to transition its customer service unit to remote work arrangements but wanted to retain as many members of the unit as possible to reduce service disruption. The organization’s leaders felt that employees would need help preparing for and adjusting to the transition along with managing their initial reactions to the announcement.

Intervention

CCA set up a dedicated counseling phone line manned by specially trained staff to support employees in dealing with their immediate reactions. CCA also designed and delivered a four-hour Learning & Development (L&D) program that familiarized employees with the requirements and challenges of working remotely and provided concrete, practical strategies for success in a remote environment. Using trend analysis about recurring issues from the counseling phone line, CCA incorporated into the L&D program a personalized response to employees’ concerns.

Results

The customer service unit successfully transitioned to a remote environment with 90% retention of critical employees and minimal service disruption. Employees in the unit felt prepared to handle a new working environment.

More Case Studies

Shifting an Organization’s Culture

CCA Uses Personalized Service to Increase Retention during a Major Transition

CCA Uses a Range of Interventions to Move an Organization Forward

Studies case

Learn more about how we can help

Our team designed these specialized services using our company’s core mental healthcare solutions. Explore these solutions to learn more about what we can do for your business.