Challenge: Client was challenged with having their contract workforce training other temporary contractors and building a retention strategy. A.C.Coy worked with the client and proposed to take full ownership of their support desk, which included over 15 contractors from 9 different vendors, who supported approximately 2400 corporate and field end-users. A.C.Coy worked with their upper management to help build a knowledge base for the support desk to refer back to for tier I/II incident resolution. We also built a retention strategy with creating a State of Work which provided the contact labor bonus incentives for project completions during peak times and minimizing incident resolution turnaround.
Result: The client was able to focus solely on their own production while mitigating attrition and having the proper internal training to ensure the end-users’ issues were resolved.