How Kelly BPO transformed reverse logistics to surpass 97% of client KPIs

Challenge: a client struggled with operational efficiency

Dealing with several issues around product return inspection for home appliance and mobile
devices, lost productivity and inefficiency as well as related employee satisfaction issues, a
leading global conglomerate's subsidiary in Mexico tasked Kelly to help them expertly solve and
manage their Reverse Logistics Operations and employee engagement concerns.

Solution: transitioning to a BPO model to focus on core KPIs.

Kelly tackled the challenge and recommended the client transition to a Business Process Outsourcing (BPO) model in 2020, where they would focus on comprehensive operational management. This transition presented several challenges: ramping up and engaging employees from another outsourcer, addressing doubts about methods and structure, and improving key metrics such as Returns Inspection Quality KPIs, employee turnover, overtime, and safety incidents.

Kelly adopted a comprehensive understanding of all processes and responsibilities, designating leaders to ensure daily operational execution and provide detailed analyses. Kelly aligned team members with its methods through a structured engagement plan, supported by a dedicated leadership team. By offering value-added services through operational insights and trend analysis, Kelly enabled the client to focus on strategic business
aspects while Kelly managed daily operations and performance metrics.

Results: surpassed 97% of KPIs requested by the client.

Kelly's efforts led to impressive outcomes, meeting all KPIs for reverse logistics operations, especially in Quality Inspection. Kelly developed a tool to streamline the returns process, boosting efficiency and productivity. The workforce expanded from 53 to 136 employees, maintaining a stable tenure of 34 employees dedicated to reverse logistics since 2020, and increased specialized technical personnel by 42%. Optimized processes reduced overtime rates and eliminated safety incidents in key areas, improving work-life balance. The client expressed high satisfaction with improved operational visibility and control, requesting additional activities for KPI D+1 and training, and surpassing 97% effectiveness level of KPI and hitting 100% of several key returns metrics YTD.

2025-03-04  • 18 min

Episode 1: The Fully Managed Workforce Advantage for Reverse Logistics: Our BPO, Your Infrastructure.

The Workforce Advantage

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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.