Introduction
Partnering with a global outsourcing provider in the technology industry, LTS tackled the complex challenge of managing a dynamic workforce for outsourced IT support solutions. Focus on addressing rapid scale-up during client onboarding and seasonal fluctuations, LTS offers a customized workforce planning approach. Leveraging a cast international recruitment team, LTS swiftly mapped global talent. Join us as we delve into the collaborative journey, innovative solutions, and expertise in managing the challenges of the IT outsourcing industry.
Background
Client: Global Outsourcing Provider
Industry: Technology
Collaborating with a leading global technology provider, LTS tackled the complex challenge of managing a dynamic workforce for outsourced IT support solutions. The focus was on effectively handling rapid scale-ups during client onboarding and seasonal fluctuations in service demands.
To tackle these challenges, LTS implemented a customized workforce planning approach. Leveraging its extensive international recruitment team, LTS swiftly identified and mapped global talent pools, providing access to qualified IT professionals in areas such as helpdesk support, network administration, and software development. This approach allowed LTS to offer a scalable contract staffing model that ensured an optimal workforce for their clients. The result was improved client satisfaction, efficient management of staffing fluctuations, and successful project completions, which in turn contributed to enhanced client retention and expansion opportunities. LTS Malaysia's expertise in managing outsourced IT support solutions for various industries underscored its ability to meet the dynamic demands of its clients effectively.
The Solutions
Customized Workforce Planning:
LTS collaborated closely with the client to understand their client's project timelines, and technical requirements, conducted skill set talent mapping and staffing fluctuations.
Global Talent Mapping:
LTS leveraged on the vast international recruitment team and local team to network with our extensive database of IT professionals. We provided swift access to qualified candidates with expertise in various domains, including helpdesk support, network administration, and software developers.
Scalability:
Our contract staffing model allowed the client to quickly scale their workforce up in response to their client’s needs, ensuring they have the right number of technical resources available at all times.
Rigorous Screening & Assessment:
We implemented a rigorous screening and assessment process to ensure the contact IT staff possessed the necessary technical skills, certifications, and industry-specific knowledge.
Results
Improved Service Quality
The BPO company achieved improved client satisfaction due to faster response time and higher service quality.
Simplified Fluctuation Management
The company effectively manages staffing fluctuations during client onboarding and seasonal spike, optimizing operational cost.
Increased Client Retention
Contract staff contributed to the successful project completions, leading to increased client retention and expansion opportunities.
