個案資料

Just two years after launching its 10k by 2020 initiative to hire 10,000 employees by 2020, the COVID-19 pandemic forced Chief Executive Officer Mark Wilson to send nearly all of his staff at Chime Solutions (Chime) to work from home. Chime was a customer contact firm that offered call center services to corporate clients. Chime had an employee-focused model where it hired call center agents from underserved communities. It then offered skill building and life services to these agents, which led to industry-leading employee retention rates and an overall more committed and expert staff. After agents were deployed to work from home, however, it struggled to maintain its current operating model, causing increased attrition rates. It also had amassed a large amount of debt from maintaining its facilities in Morrow, Georgia; Dallas, Texas; and Charlotte, North Carolina. At the same time, the company was growing at a record pace, but needed to address its talent and debt challenges before realizing its dream of uncovering hidden talent in underserved communities.

• Growth strategy
• Operations and supply chain management
• Employee retention
• Finance and investing
• Business performance indicators
• Change management
• Human resource management
• Mobile and wireless technology
• Social enterprise
• Hiring and recruitment
• Working capital management
• Talent management
• Employee performance management
• Service management