Client Overview
Industry: Automotive
Location: South Africa
Company Size: Enterprise
Talent Need: White-collar temporary staffing, HR/IR services, payroll management, training, and employee engagement programmes
The Challenge – Balancing Performance and Retention in a High-Pressure Environment
The client faced significant operational and workforce challenges:
- High turnover in demanding call centre roles
- Need for staff with both customer service excellence and technical expertise
- Employee well-being and engagement issues impacting morale
- Skills gaps requiring structured training and multi-skilling
- Challenges in compliance and payroll management for a large temp workforce
Our Solution – End-to-End Workforce and HR Support
Quest implemented a full-service workforce management and HR strategy, which included:
Targeted Recruitment & Onboarding
- Attracted candidates with the right customer service and technical capabilities
- Structured onboarding for faster integration
Training & Multi-Skilling
- Ongoing training in product knowledge, conflict resolution, and multiple service functions
- Cross-training to improve operational flexibility and job variety
Engagement & Well-being
- Wellness initiatives, recognition programmes, and feedback sessions
- Mental health support through EAP, counselling, and stress management
Career Development
- Growth pathways, mentorship, and internal promotions to improve retention
Compliance & Payroll Management
- Full HR/IR support with seamless payroll, compliance, and workforce coordination
Results & Business Impact
- Lower attrition through targeted hiring and engagement
- Higher customer satisfaction scores from better-trained staff
- Increased productivity and service continuity through multi-skilled teams
- Improved employee morale and reduced absenteeism
- Cost savings from reduced turnover and internal promotion
Conclusion – People-First Staffing for Operational Excellence
Quest’s approach combined speed of hire, employee development, and well-being support to help this automotive leader transform its Customer Interaction Centre into a high-performing, sustainable operation.
