High turnover can disrupt operations, strain resources, and hinder productivity—especially in industries like pharmaceuticals, where administrative support is critical to success. This case study explores how a global pharmaceutical company partnered with Kelly® to tackle high turnover among its regional business coordinators (RBCs). By implementing a tailored business process outsourcing (BPO) solution, Kelly not only reduced turnover by 40% but also boosted task completion by 42% and increased executive satisfaction by 23%. Read on to discover how this scalable, expertly trained support model transformed their administrative operations and delivered measurable results.

Key takeaways

• 40% turnover reduction: Streamlined administrative support reduced employee churn.
• 42% productivity boost: Annual task completion soared to 145,868 assignments.
• 23% executive satisfaction increase: Expert training built trust and confidence.
• Scalable support model: 4:1 RBC-to-executive ratio maximized efficiency.
• Tailored HR solution: Addressed hiring, training, and retention challenges head-on.

Challenge: high turnover of administrative support disrupted operations and strained executives

A global pharmaceutical company faced a critical challenge: high turnover among its administrative regional business coordinators (RBCs) was leaving executives without the support they needed to manage day-to-day operations. Insufficient training for new hires further compounded the issue, making executives hesitant to fully utilize their RBCs. This turnover not only disrupted workflows but also increased hiring and onboarding costs.

Solution: scalable BPO model with expert training

Kelly® developed a custom administrative business process outsourcing (BPO) solution to address these challenges. The solution provided a 4:1 RBC-to-executive coverage model, ensuring that each RBC could efficiently support four executives. Kelly’s RBCs worked remotely to handle critical tasks, including:

• Coordinating travel and communications
• Managing calendars and rosters
• Tracking expenses and managing totalities

To build trust and confidence, Kelly implemented extensive relationship-building training for RBCs, equipping them to seamlessly integrate into the executive teams they supported.

Result: turnover reduced by 40%, completed tasks increased by 42%.

Results: Turnover reduced, productivity increased, and satisfaction soared.

The results of Kelly’s tailored BPO solution were transformative:

• 40% reduction in turnover: Improved retention of RBCs reduced disruption and hiring costs.
• 42% increase in task completion: Annual assignments completed rose to 145,868.
• 23% increase in executive satisfaction: Executives reported higher confidence in their RBCs.
• Scalable support: Administrative support expanded from 16 to 24 employees, ensuring consistent coverage.

Kelly’s RBCs also built strong relationships with executives, even traveling to off-site meetings and serving as vital extensions of the leadership team.

Kelly BPO

Kelly is a proven leader in business process outsourcing (BPO) solutions. From talent acquisition and retention to project management and quality control, Kelly does it all—so you can focus on what matters most.