Performance & Scale

From 62 to 383 representatives without losing control of the operation.

Situation Performance & Scale

A Contact Center operation required sustained commercial growth while its workforce increased rapidly. Adding people without a system put productivity, quality and culture at risk.

Intervention

A structured performance system was built, combining monthly incentives, individual and group dynamics, daily motivation, experience-based classification, a three-level development structure, training/progression and performance measurement.

Results

+104%

sustained sales growth over five months

62 → 383

representatives with a development structure

43% → 82%

productivity evolution

Results achieved in previous executive positions.

Scaling is not just adding people. It requires a system that develops talent while protecting performance.
Yenny Vargas

See the Performance & Operations pillar↗

Next step

If the business is growing, changing or leaving questions unanswered, let's talk.

A first 30-minute conversation makes it possible to understand the context, identify whether there is a problem worth diagnosing, and determine whether I am the right person to support you.

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