High Performance BPO delivers game-changing business outcomes

European Supermarket
Accenture HR BPO enabled significant
improvements in workforce productivity
for a European supermarket company
by making back-office processes more
efficient and effective; the program
freed up over 45,000 hours per year
for store managers. Time spent hiring
qualified candidates was reduced,
and less time was spent on executing
HR administrative tasks such as CV
screening, scheduling interviews
and preparing new hire documents.
Accenture improved the speed-to-hire
by 50 percent, reducing the time it
takes to fill a vacancy from an average
of 10 days to just five. The recruitment
capabilities were strengthened, and
processing efficiency increased by more
than 30 percent. Store managers’ time
has been freed up to focus on improving
customer service and generating sales.
Business Outcome: Improve Workforce
Performance
Levi Strauss & Co.
Levi Strauss & Co. needed to transform
its recruiting process, improving
its ability to hire talented retail
professionals to work during the
annual back to school and holiday
seasons. In the past, Levi Strauss & Co.
store managers recruited new hires
by literally walking the halls of retail
centers with paper applications in
hand. Accenture developed an online,
cloud-based recruiting and hiring
capability, supported by a team of
experienced recruiting professionals.
Now Levi Strauss & Co. can advertise
job opportunities on social media and
careers sites, and enable candidates to
apply online with Levi Strauss & Co.,
freeing up 60,000 store manager hours.
In addition, Accenture applied analytics
to identify opportunities to improve
demand forecasting and sourcing and
hiring performance. The outsourcing
arrangement has fundamentally
changed how Levi Strauss & Co.
manages its recruitment and hiring
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function, increasing the efficiency and
effectiveness of the hiring process;
improving the quality of candidates and
new hires and creating an enhanced user
experience for both the hiring managers
and the candidates.
Business Outcome: Improve Workforce
Performance
Insurance BPO
Global Insurance Company
In order to improve customer satisfaction
and retention, Accenture is piloting an
innovative automated Speech Analytics
solution as part of an Insurance
BPO project with a global insurance
company. This solution will analyze
speech patterns, word choices and
intonations, correlate that information
against agent data and experiences, and
identify key agent responses that cause
customers satisfaction or dissatisfaction.
The information will be used to coach
agents to improve their performance,
and is anticipated to result in improved
customer satisfaction metrics, first
call resolution, retention rates and the
overall customer experience.
Business Outcome: Improve Customer
Satisfaction
Learning BPO
Global Provider of Next-Generation
Business Collaboration and
Communications Solution
A global leader in providing unified
communications, real-time video
collaboration, contact center, networking
and related services was challenged to
meet revenue objectives in its IP and
Convergence groups. Accenture Learning
BPO collaborated with the client and
designed a training solution that
combined Data and IP Telephony courses,
streamlined the standard curriculum,
and condensed all existing courses into
a 25-day program adapted to Caribbean
and Latin Americas’ regional needs. As
a result of this improved training, IP
and Convergence sales increased by 35
percent in six months.
Business Outcome: Improve Workforce
Performance
Telstra
Telstra teamed with Accenture to
redesign their new hire induction
program in order to improve speed
to competence, customer service and
staff retention. Accenture designed
an innovative blended training
program that allowed new hires the
opportunity to take live customer calls
or make site visits during training,
and introduced Team Leaders to
co-facilitate and provide coaching
support during the process as opposed