ThriveBPO

The Thrive Company is a consultancy applying research in behavioural economics, psychology and neuroscience to build unique, data driven solutions, innovatively designed for specific client needs. Some of our Services: • Building high performance teams and culture. • Diagnose and manage conflict in teams. • Absenteeism, Productivity and Service Experience. • Creating TRUST within teams. • Improve Empathy and EQ within teams. • Training: Equip your team with the skills to excel. • Regular Performance Dip Checks: Ensure continuous improvement. • BPO Scripts: Optimized for effective communication. Three of the largest costs in the BPO industry are absenteeism, attrition and ineffective training: • Absenteeism: For example, in a call centre with 1000 employees, a 10% absenteeism rate costs over R2.4 million annually. Reducing absenteeism by 0.5% saves R120,000, and a 1% reduction saves R240,000. ThriveBPO's behavioural interventions foster positive cultures, boost intrinsic motivation, and establish supportive social norms. • Attrition: High attrition rates also raise recruitment costs, with McKinsey estimating $10,000 to $20,000 per agent (R180,000 to R360,000). Loss of experienced employees creates knowledge gaps, requires extensive training, and can degrade service quality, harming customer relationships and brand reputation. • Training: One-shot workshops with management and employees don’t work. It’s estimated that 90% of information is forgotten within 30 days and only 12% of employees apply new skills learned in L&D programs to their jobs. ThriveBPO can help mitigate these challenges.