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200 Sales Professionals Supplied for Unilever's Operations

Unilever, a global consumer goods powerhouse, faced challenges in securing flexible workforce solutions for its dynamic operations in Colombia. The company required a reliable partner capable of efficient execution and strong internal customer service to maintain its commitment to delivering top-quality products. Ensuring consistent staffing for sales operations in the region was a crucial need. Unilever partnered with Job&Talent to address these staffing challenges. Job&Talent supplied approximately 200 sales professionals to support Unilever’s presence in Colombia. The selection was based on Job&Talent's robust, process-driven internal customer service structure and its impressive track record in the market. The solution also included active engagement in fieldwork, such as promoter training and action plan implementation for point-of-sale operations. The collaboration led to significant peace of mind regarding Unilever's processes and investments in point-of-sale operations. Job&Talent's team demonstrated friendliness, responsiveness, and exceptional management, fostering a positive and efficient working relationship. Their excellent communication and active fieldwork contributed to the brand's continued success in the region. Furthermore, a key performance indicator, budget compliance, notably benefited from the implemented solution.

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Job&Talent

UnileverThe customer this was delivered for.Action CenterSave this case, request the same outcome from Limitless GigCX, share it, or get in touch.

Reduced Cost Per Case by up to 40% and Shifted to 24/7 Support

Unilever needed to address volatility in digital customer contacts across global markets where consumers spoke different languages and showed varied cultural tendencies. The company wanted to shift from a 9-to-5 model to an always-on 24/7 service model. It also aimed to access new and diverse talent globally while tackling high agent churn and lowering training costs. Unilever deployed a crowdsourcing platform to recruit product Experts through targeted marketing campaigns. After qualification via an onboarding program, these Experts answered consumer enquiries about Unilever brands and received rewards. The approach supported a flexible, on-demand workforce across Unilever’s biggest markets, including the UK, USA, Canada, Germany, India, and Brazil. Unilever shifted to 24/7 on-demand support and improved productivity by optimizing staffing with an agile workforce. It reduced cost per case by up to 40% using a pay-as-you-go, per-case model that paid only for resolved cases rather than active headcount. The program expanded from an initial deployment in UK & Ireland in November 2016 to a further 12 markets with multiple languages globally.

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Limitless GigCX