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A Boost for the Fall River Economy and New Career Opportunities for Residents

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Thanks to the success of OnProcess Technology, the Fall River economy and many local residents are enjoying improved prosperity.

The company’s Fall River service logistics contact center, which opened in 2007, employs 220 people and has played a role in lowering the Fall River area unemployment rate. According to the Bureau of Labor Statistics, the unemployment rate has declined steadily over the course of 2014.1

With corporate headquarters in Ashland and five global contact centers including the Fall River facility, OnProcess helps companies manage field-service operations while also providing several other transformational services that drive efficiency, profitability and scale for complex service-supply-chain operations. From the Fall River call center, one of the company’s major clients, Comcast, relies on OnProcess to manage customer service and field technician visits for several product lines. This includes coordinating the schedules of field technicians installing new equipment at customer sites, providing technical support, overseeing service incident resolution, conducting customer surveys, and assuring equipment returns.

One of the many nationwide Comcast programs that OnProcess assists with is the XFINITY Home Security system. This program by itself has created an additional 60 jobs for the Fall River area since launching in the spring of 2013. In addition to directly impacting the local economy, these jobs have created numerous career opportunities for people living in the greater Fall River area.

“We hire new people from outside the company for entry-level contact center positions, but for our higher-level agents and team leaders, we strictly promote from within,” says Wendy Demelo, the Director of North America Contact Center Operations for OnProcess. “Agents that demonstrate a high level of proficiency receive opportunities to advance through our various agent levels and eventually reach supervisor status.”

Two examples of employees taking advantage of the career path opportunities that OnProcess offers are Kendra MacCord and Malcolm Crowell. MacCord joined OnProcess in 2014 as an entry-level agent with the initial objective of simply earning extra income. But after demonstrating her supervisory skills, she was offered the opportunity to advance.

“OnProcess recognized my training skills and realized I could contribute to the company in an expanded capacity,” MacCord says. “Even though this was not my initial objective when joining the company, I took advantage of the opportunity to increase my responsibilities and the amount of money I could earn.”

Agents that demonstrate a high level of proficiency receive opportunities to advance through our various agent levels and eventually reach supervisor status.

By taking on the added responsibility of training other agents, MacCord quickly advanced to a Level II and then a Level III agent.  Now that she has achieved Team Leader status, she has her sights set on earning a Team Supervisor position. “It’s great that OnProcess has a career path to follow,” MacCord says. “Given that the company is enjoying continued success, any agents that excel have ample opportunities to move up.”

Crowell, who joined OnProcess in 2013 as an entry-level call center agent, quickly progressed by demonstrating his propensity to resolve customer issues. With the mission to resolve issues by phone so that high-cost onsite technician visits could be avoided, Crowell achieved a success rate well above the target goal and earned a promotion.

“OnProcess rewards performance and uses metrics that demonstrate just how well call center agents perform,” Crowell says. “For those that excel, the steps to reach the next level are clearly spelled out.”

Crowell quickly advanced to the Team Leader level and emphasizes the importance of the training OnProcess provides. “The management team makes sure you are ready for each level with classroom training followed by someone shadowing you while you are on the phone,” Crowell says. “At each level, they start you off with simple tasks but then give you the opportunity to take on more complex tasks. Each person can progress according to their rate of accomplishment.”

Helping agents advance their careers is a primary corporate objective. “Managers meet with each of their call center agents on a regular basis to discuss their career goals and identify possible advancement opportunities,” says Demelo. “We also cross-train on a regular basis so agents can learn how to support multiple clients. This opens up even more career advancement opportunites—which we hope all of our agents will take advantage of.”

Looking ahead, OnProcess forecasts that staffing levels at the Fall River facility will continue to grow. In addition to providing advancement opportunities for those already on board, there should be plenty of openings for other Fall River area residents looking for a new career.

 

  1. “Economy at a Glance—Providence-Fall River-Warwick, RI-MA,” through July 2014, Bureau of Labor Statistics: http://www.bls.gov/eag/eag.ri_providence_mn.htm
  2. Client is identified for factual purposes only. No endorsement is either expressed or implied.

The post A Boost for the Fall River Economy and New Career Opportunities for Residents appeared first on OnProcess Technology.


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