In seasons where customer expectations rise faster than a team’s ability to deliver, even the strongest Customer Interaction Centres will start to fee the cracks. Burnout increases, morale drops and retaining skilled employees becomes a struggle.
This was the reality for one leading global automotive manufacturer whose South African Customer Interaction Centre required stability, capability and upliftment across a large temporary workforce. The challenge was not only maintaining service excellence but creating an environment where employees could thrive in demanding roles.
The Challenge
The Customer Interaction Centre faced several interconnected issues that placed pressure on both people and performance. These included high turnover in roles that required strong customer service ability and technical knowledge. Employee well-being concerns affected morale and contributed to absenteeism.
There was askills gaps that created inconsistencies in customer handling and structured training was required to build confidence and capability. Managing HR, IR and payroll for a large temporary workforce added further operational complexity, creating additional strain on internal teams.
Our Solution
Quest sat with the team to understand their challenges and designed a bespoke fully integrated workforce and HR support model intended to build capability, strengthen engagement and stabilise operations. The approach included:
Targeted recruitment and onboarding
We sourced candidates with the right blend of customer service excellence and technical ability, supported by structured onboarding to accelerate productivity.
Training and multi-skilling
Ongoing development in product knowledge, conflict resolution and multiple service functions-built confidence and improved operational flexibility. Cross-training ensured teams could support different areas of the centre, improving service continuity.
Engagement and well-being support
Employee morale was strengthened through wellness initiatives, recognition programmes and regular feedback sessions. Mental health support, counselling and stress-management resources formed an important part of the people strategy.
Career development pathways
Promotion opportunities, mentorship and structured growth pathways reduced turnover and encouraged long-term retention.
Compliance and payroll management
Quest provided full HR and IR support, along with seamless payroll administration and workforce coordination, allowing the client to focus on service delivery without administrative burden.
Results and Impact
The combined effect of targeted hiring, structured development and improved well-being created measurable improvements across the Customer Interaction Centre.
- Lower attrition driven by better hire quality, stronger engagement and clear career paths
- Higher customer satisfaction supported by multi-skilled, well-trained teams
- Increased productivity and more consistent service levels through cross-trained staff
- Improved morale and a noticeable reduction in absenteeism
- Cost savings achieved through reduced turnover and the growth of internal talent
Conclusion
A people-first staffing model creates more than operational capacity. It builds stability, capability and confidence in high-pressure environments where every interaction matters.
By combining targeted hiring, continuous development and comprehensive HR support, Quest helped this global automotive manufacturer transform its Customer Interaction Centre into a resilient, high-performing operation built for long-term success.
Ref: Automotive Sector White-Collar & HR Staffing Case Study | Quest
