Case Study

1. Success Story
ICT Industry
Talent Solutions - Malaysia
Talent Based Outsourcing

2. Situation  The client The client faced high attrition rate
 High rates of leaves
 Some people couldn’t understand agent’ ascents
 Client wasn’t meeting SLAs.
 Client was about to lose their project with the customer
Solution
 Moved from Contingent workforce to Talent Based Outsourcing, Service Provider Managed End to End
 Placed Manager and onsite team to work closely with client and Service Provider associates
 Placed foreign candidates as customer service representatives (Japanese).
 Properly addressed the issue of non performing agents
 Improved agent performance that was reflected in greeter efficiency via engagement
Results
 The client managed to hit SLAs for their customer.
 The client secured the project for another 5 years.
 Attrition reduce from 25% to 10%
2
Success Story:Talent Solutions Talent Based Outsourcing – ICT Industry

3. Drawing expertise from across RPO, MSP and Right Management offerings,
Talent Solutions can help organizations thrive in the new normal by leveraging
best-in-class technologies to attract, source, manage and retain individuals,
optimize talent strategies to create efficiencies even as market conditions
change, and help organizations create the agility they need to be an employer
brand of choice as they respond to the increasing complexity of managing
more work models.​
Business and Talent, Aligned
7.2%
GLOBAL RPO
MARKET SHARE*
Talent Solutions has the strategy, talent
and data driven insights to help
transform organizations
40+
YEARS DELIVERING
TALENT SOLUTIONS
11.8%
GLOBAL MSSP
MARKET SHARE*
21+
YEARS DELIVERING
MSP SOLUTIONS