Payment provider achieves low attrition rates and improves staff morale

The company

As one of Canada’s leading payment providers, the client offers a range of payment products and services to help support retail businesses through every stage of growth. The company facilitates 3.5 billion transactions every year, from over 350,000 merchant locations.

The challenge

The client had already discovered the numerous advantages of working with an offshore outsourcing provider in the Philippines, having partnered with MicroSourcing for nine years. Recently, they wanted to focus on improving their performance management procedures to help maintain high levels of employee morale and staff retention.

Our solution

MicroSourcing’s Sales Operations Director has been overseeing the client’s team since 2014, maintaining continuous close involvement with staff management. Initiatives such as conducting one-on-one meetings and focus group discussions with staff members have allowed him to stay on top of issues or concerns that are affecting employee morale and satisfaction so they can be swiftly resolved. Recently, he helped the client launch performance scorecards that are custom-fit for each role, enabling a more accurate picture of how effectively each employee is operating.

The results

The client has grown from 18 full-time employees in 2014 to 78 today, with consistently low attrition rates due to this focus on performance management measures and continuous improvement with staff management. Attrition rates have remained consistently low during this time.

The growth in staff numbers has allowed the client’s program to expand from sales and support to include other lines of business, including customer service, intermediate sales and web design. Supported by the web design team, a new product designed to help retailers remain competitive through the pandemic was able to be developed by the client. With an additional offering for the sales team to pitch, the company has gained an opportunity to win new business, even in challenging times.