A leading global conglomerate's subsidiary in Mexico faced challenges with operational inefficiencies in its reverse logistics processes, which impacted both productivity and employee satisfaction. Kelly recommended transitioning to a Business Process Outsourcing (BPO) model, focusing on employee engagement and operational management. This approach led to impressive outcomes, including surpassing 97% of client KPIs, increasing specialized technical personnel by 42%, and eliminating overtime-related safety incidents. The results delivered measurable business value while enhancing workforce satisfaction and retention.

Key Takeaways:

• 97%+ KPI Success: Kelly BPO surpassed 97% of client KPIs, achieving 100% in critical reverse logistics metrics.
• Workforce Growth & Stability: Employee base grew by 156%, with a 42% increase in specialized technical personnel and stable retention since 2020.
• Enhanced Work-Life Balance: Eliminated overtime-related safety incidents, improving employee satisfaction and reducing burnout.
• Data-Driven HR Insights: Leveraged metrics to optimize employee engagement, retention, and operational efficiency.
• Client Expansion: High satisfaction led to additional service requests, showcasing the value of Kelly’s BPO model.

About the client

The client is a global subsidiary of a multinational corporation specializing in manufacturing and after-sales services, including home appliances and mobile devices. This subsidiary faced increasing pressure from inefficiencies in its reverse logistics operations.

The reverse logistics team struggled with meeting KPIs for product return inspections and maintaining consistent employee engagement, impacting overall operational performance.

The challenge

Tackling operational and workforce management issues

The client approached Kelly BPO in 2020 after struggling to meet key performance indicators (KPIs) in their reverse logistics operations. Their issues included the following:

• Operational inefficiencies in product return inspections.
• Employee challenges, such as increasing turnover rates, low engagement, and inadequate job satisfaction.
• Lost productivity due to overtime demands and frequent safety incidents, leading to declining morale across the workforce.

This combination of challenges created a dual-layered problem, affecting both business operations and the workforce driving those operations.

Why it matters

These operational issues directly influence employee retention, engagement, and satisfaction. Reverse logistics isn't just about processes, it's about the people who run them. Any solution had to address both systemic and workforce-centric pain points to achieve long-term success.

The solution

A strategic shift to BPO

Kelly proposed a comprehensive BPO solution designed to achieve process excellence while focusing on workforce engagement. The transition involved several targeted strategies to address the client’s specific challenges:

1. Workforce Stabilization and Engagement

• Kelly implemented a structured employee engagement framework, ensuring a smooth ramp-up for employees transitioning from other outsourcers.
• A leadership team was put in place to support frontline employees, offering consistent guidance, coaching, and clear communication.

2. Operational Overhaul

• Kelly developed a detailed understanding of the client’s processes and assigned leaders to oversee daily execution. They also provided ongoing trend analyses, empowering the client to focus on strategic priorities.
• Custom tools were introduced to streamline the returns process, improving accuracy and productivity.

3. Data-Informed Workforce Management

• Data and metrics were used to monitor KPIs like employee turnover, safety incidents, and returns inspection quality.
• Insights from these metrics informed adjustments in employee training, workload distribution, and scheduling.

Focus on the human element

Kelly prioritized creating a safer, more balanced work environment. Initiatives to reduce overtime not only optimized productivity but also significantly improved employees’ work-life balance. These efforts positioned employees as valued contributors to the company’s success.

Results

Workforce and operational success

The implementation of Kelly’s BPO model generated notable outcomes that directly impacted the workforce and overall operations:

1. Key Performance Indicators Surpassed

• The team exceeded 97% of the client’s KPIs and achieved 100% success in critical returns metrics.

2. Improved Workforce Stability

• Employee base grew from 53 to 136 workers.
• 34 employees consistently stayed engaged with reverse logistics since 2020, reflecting retention stability.

3. Specialized Expertise Boosted by 42%

• The client experienced a significant increase in skilled professionals, enhancing operational efficiency and employee career development.

4. Work-Life Balance Enhanced

• Overtime-related safety incidents were eliminated due to better workload management.
• Employees reported higher satisfaction levels, attributed to improved visibility into workloads and reduced burnout.

5. Client Satisfaction

• The client expressed high satisfaction, commending Kelly for process transparency and workforce alignment. Due to the success, Kelly was requested to expand its services to include additional KPIs and training programs.

Kelly’s solution to the client’s reverse logistics challenges demonstrates how an effective BPO model can transform both operations and workforce dynamics. By focusing on employee engagement, transparency, and innovation, Kelly enabled sustainable improvements across key KPIs while supporting a motivated, stable workforce.

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.