The Solution & Approach

Understanding Staffing Requirements

Valenta engaged in comprehensive discussions to clarify roles and responsibilities, ensuring a thorough understanding of the necessary knowledge, experience, and skill set required. Following a competitive review of outsourcing firms from the Philippines, the client chose Valenta as their core partner for broker support. Valenta’s customized training, flexible resource allocation, and the ability to meet the client’s unique needs set them apart.

Tailored Training Programs

We launched a two-week customized training program targeting different task levels, providing clarity for each resource and fostering complete ownership of their assigned responsibilities. The training encompassed:

• General training
• Client-specific processes
• Shadowing
• Structured onboarding

This strategy ensured a seamless transition and maintained high performance at all levels.

Error Categorization

We established error categories (Trivial, Moderate, Critical, Client/Broker Escalation) to prioritize and manage errors effectively, enhancing quality control.

QC Demerit System

A demerit system (on a scale of 1-5) was introduced for performance evaluation. Demerits of 3 or 5 automatically initiate training interventions.

Training Log Integration

We integrated a training log with the production Smartsheet, allowing for real-time feedback and connecting training to specific tasks for rapid adjustments.

Task Weighting

A task weighting system based on complexity was developed, enabling a multidimensional assessment of each resource’s performance. This approach optimized task distribution and resource management.

Rewards & Recognition (R&R)

By implementing matrices to foster operational excellence, a framework for recognizing high-performing staff was established, further motivating and enhancing efficiency.