Staffing for Contact Centers

A continuum of strategic solutions

Where personal
meets professional

Contact Center Services

A continuum of strategic solutions

As your contact center evolves to accommodate shifting market conditions—KellyConnect® can deliver a full continuum of flexible, customizable solutions and operational contact management solutions specialized to meet your unique business needs, along every step of your contact center's strategic path. We balance a depth and breadth of resources to address your diverse demands through niche consultation.

Positive impact to your bottom line 

Our solutions can drive cost savings to your business—anytime, anywhere. We place nearly 24,000 new call center professionals every year. Longer than any other staffing firm, Kelly has built recruitment success on the value of quality people. So we know how advances in technology and ongoing demands on customer service today require that your call center operations take on less risk, with greater control, and more flexibility than ever before.

As the most trusted name in the industry, we connect with successful professionals in your local area for entry- to senior-level positions—offering temporary, temporary-to-hire, and direct-hire placement across a variety of contact center disciplines and environments.

As a result, we have an exceptionally skilled workforce with proven aptitude in nearly any contact center environment. KellyConnect provides a comprehensive and innovative method for recruiting, screening, training, managing, and retaining the most effective employees, ensuring that you can deliver the highest quality service available to your customers.

Our expertise at work for you 

At Kelly, we believe in relationships, not transactions, and we treat every customer like the only customer. With local offices, we know your market, inside and out. And, our call center specific evaluation options include hard skill, multitasking ability, and behavioral components designed to help you boost your productivity by helping you identify more highly skilled, targeted agents.

Put our experience to work  - customer case studies

What are your areas of contact center expertise? We understand and cover the full scope of contact center staffing needs. Read our recent success stories that demonstrate the benefits of our expertise:

KellyConnect programs use innovative recruiting techniques, assess up front the behaviors that characterize top performers, provide training to our employees on expert call center strategies, and include recognition of top performers so they remain on your jobs.

Contact Center Disciplines

Customized focus on the contact center workforce

KellyConnect contact center employees work approximately 10 million hours every year in positions and industries including:

Contact Center Talent 

  • Customer Service Inbound/Outbound
  • Customer Service Outbound
  • Customer Service Inbound
  • Help Desk
  • Quality Assurance
  • Front-line Management
  • Supervisory Management
  • Traditional or Home-based Agents
 
  • Market Research Inbound/Outbound
  • Market Research Outbound
  • Market Research Inbound  
  • Sales Inbound/Outbound
  • Sales Outbound
  • Sales Inbound
  • Collections
 

 Industry Domain Expertise  

  • Biotechnology
  • Financial
  • Government
  • Healthcare
  • High Tech
  • Higher Education
 
  • Insurance
  • Legal
  • Manufacturing
  • Medical Device
  • Oil and Gas
  • Pharmaceutical
 

Customizable solutions 

Flexible solutions for your contact center workforce

Only KellyConnect can offer a scope of services that spans all contact center disciplines along every step of your call center's strategic path—scalable at any level for real cost reduction, quality, and efficiency. No matter what your challenge, we have a solution.

Partnership for genuine added value 

We offer a full spectrum of workforce solutions that deliver sustainable value to the contact centers we serve, including:

  • The full complement of standard workforce solutions offered by Kelly
  • On-premise or multi-location staffing
  • Home-based agent solutions, using your technology platform or ours
  • Customized recruiting, selection and on-boarding services
  • Job preparation and developmental, soft-skills training
  • Kelly Talent Connection to assist in efficiently scheduling and managing pools of talent.
  • On-demand technology suite
  • Consulting for technology, HR solutions, and strategic workforce planning
  • Recruitment Process Outsourcing (RPO)
  • Business Process Outsourcing (BPO)

 

Operational Contact Center Management

Customizable services for any program delivery model

To remain competitive today, contact centers across all disciplines and industries require scalability, business continuity, and solutions that can help to manage turnover. For the full array of services that your operations demand, you need a workforce solutions partner that can deliver more than talent-or atechnology outsourcer that really knows people. Kelly delivers both.

Do you know:

  • Whether your technology or program outsourcer offers a comprehensive range of contact center solutions?
  • If your outsourcer can deliver a completely virtual distributed workforce solution?
  • Who provides the contact center workers to your outsourcing program?
  • That Kelly places nearly 25,000 temporary contact center employees every year-including the same talent that drives many programs for other contact center outsourcers?

OSIYF

KellyConnect offers a full continuum of flexible, customizable services that are specialized to meet the unique business needs of clients along every step of your contact center's strategic path. We are backed by more than 65 years of staffing expertise, leadership, and the corporate resources of Kelly Services.

Our capabilities begin with talent, and extend to feature turnkey solutions for full operational management that can supportany program delivery model-from on-site or brick-and-mortar facilities, to a hub-and-spoke approach, to completely virtual program delivery. We know how to navigate, provision, and manage cloud-based solutions.

The best of both worlds for any contact center program delivery

KellyConnect specializes in high-value solutions for full operational contact center management. Each solution is customized to your business needs and strategy, designed to ensure that you realize greater return on your ongoing contact center program investment. Key benefits include:

  • Scalable staffing - agility to ramp up or down across all platforms: voice, email, chat, or web
  • Disaster recovery - from a geographically dispersed workforce to minimize your downtime
  • High-quality talent - we are more selective, due to our broad reach and the virtual nature of our talent pool
  • Reduced administrative burden - from full operational management of your program
  • Retention - turnover is addressed through mature HR lifecycle management of employees

Why KellyConnect? As a leading global workforce solutions provider, we offer value that others don't: a focus on people care, cloud-based expertise, quality, and flexibility-all driven by industry leadership with extensive corporate resources.

To see how KellyConnect can enable you to shift resources and focus on your core business, schedule a consultation with one of our solutions architects.

Full service and customized contact center outsourcing solutions

KellyConnect® Business Process Outsourcing (BPO) provides customized workforce solutions for turnkey management of call centers that can range from brick-and-mortar, to hub-and-spoke, to completely virtual distributed workforce delivery models. We service multiple industries across all platforms: voice, email, chat, web, etc.

No matter what your challenge, only KellyConnect can offer a scope of services that spans all contact center disciplines along every step of your call center's strategic path—scalable at any level for real cost reduction, quality, and efficiency. Our Instaflex™ methodology leverages a remote, on-demand talent pool of trained agents in a dispersed workforce environment to provide increased or decreased staffing depending on daily, seasonal or unexpected volume trends. Instaflex™ allows the ability to ‘flex’ on a real-time basis during periods of predictable/planned spikes in demand, as well as in reaction to unforeseen events

Our expertise includes the following solutions:

  • Customer Service Inbound/Outbound
  • Help Desk
  • Market Research Inbound/Outbound
  • Sales Inbound/Outbound
  • Operations/Sales Management

Supported by:

  • Traditional or Home-based Agents
  • Quality Assurance
  • Front-line/Shift Management
  • Supervisory Management
  • Technology
  • Reporting and Analytics
  • Workforce Management
  • Employee Lifecycle Management

Kelly was the pioneer staffing provider to deliver home-based agent solutions featuring a virtual workforce model—from simpler implementations using customer technology, up to a fully outsourced BPO.

Why Select KellyConnect BPO?

  • Industry Leadership
  • Quality & Flexibility
  • People Care
  • Access to Talent
  • Corporate Resources & Company Stability

While KellyConnect BPO operations provide critical rigor to our programs, we have the added advantage of capitalizing on the larger Kelly Services organization to benefit our clients including areas such as quality, legal, risk, and implementation – among others.

As a leading global workforce solutions provider, we offer value that others don’t: a focus on people care, cloud-based expertise, quality, and flexibility—all driven by industry leadership with extensive corporate resources.

Unique Differentiators

  • 100% virtual/distributed (home-based) solution as an option
  • Vast recruiting network of over 500 Kelly owned locations, delivering local recruitment access and expertise
  • Flexibility
  • Business Continuity
  • Disaster Recovery

To see how KellyConnect can enable you to shift resources and focus on your core business, schedule a consultation with one of our solutions architects.