Swiftly onboarded 200+ remote Customer Service Representatives across 20 states for a leading retail pharmacy.

Background

Indotronix partnered with a global technology leader to support a leading retail pharmacy in scaling its remote Customer Service team across 20 states. The project involved onboarding over 200 representatives for full-time, work-from-home roles. Key responsibilities included managing multiple software systems, meeting government-mandated timelines, and maintaining high-quality standards. Despite challenges such as high turnover rates and onboarding complexities, Indotronix collaborated closely with its client to streamline hiring processes, leveraging virtual job fairs and strategic planning to deliver a skilled and reliable workforce within tight deadlines.

Challenges

• Onboarding Complexity: Managing the onboarding of over 200 remote employees across 20 states posed logistical challenges, including virtual setup and compliance checks.
• Pay Rate Constraints and High Turnover Rate: As the pay rate was below market average, recruitment and retention of candidates was harder and there were many incidents where the client would drop-out through the recruitment process.
• Fast-Paced Hiring: The need to fill interview slots quickly and secure offers within a few days required a highly agile recruitment process.
• Distributed Workforce: Coordinating placements across 177 unique locations required meticulous planning and communication.

Our Approach:

• Trusted Partnership: Worked closely with the client, who organized a virtual job fair, conducted interviews, and entrusted Indotronix to process selected candidates, reflecting a strong collaborative relationship.
• Efficient Candidate Processing: Managed the onboarding and placement of candidates selected through the job fair, ensuring compliance with role requirements and remote work standards.
• Geographic Targeting: Prioritized hiring in high-demand states like Texas and Florida while coordinating placements across 20 states for a distributed workforce.
• Pipeline Optimization: Maintained a robust candidate pipeline to address high turnover expectations and meet the client’s ongoing needs.

Results:

• Successfully onboarded over 200 remote Customer Service Representatives across 20 states.
• Met client expectations despite challenges such as high turnover rates and low pay rates.

Conclusion:

Indotronix successfully overcome onboarding challenges and high turnover expectations to deliver a consistent and high-quality supply of talent to support the customer service needs of a leading retail pharmacy. By efficiently processing over 200 remote hires across 20 states, we delivered a skilled, compliant workforce, reinforcing trust and showcasing our ability to meet complex staffing demands with precision and speed.