Ropo Optimizes Customer Service Resources with a Flexible Workforce Solution

Ropo operates in an environment where customer service workloads fluctuate and staffing needs change accordingly. Its partnership with StaffPoint brings flexibility to day-to-day operations when it is needed most. At the same time, the administrative burden of recruitment and HR is reduced, helping maintain a high level of customer experience even during the busiest periods.

When Customer Service Workloads Change Quickly

At Ropo, workloads vary depending on the situation. Seasonal peaks, holiday periods and other day-to-day changes are directly reflected in staffing requirements, making continuous planning and rapid response essential.

Previously, recruitment and HR-related tasks placed a significant burden on supervisors and the HR team. Through the partnership with StaffPoint, resource management has become easier, as employees can be sourced flexibly through StaffPoint instead of handling every recruitment internally.

Ropo wanted a solution that could adapt to changing circumstances without placing an unreasonable workload on the organization itself.

“We wanted to find an agile way to respond to changing resource needs in our customer service unit. This has proven to be a good way of working from both the employee’s and employer’s perspective,” says Riikka Koponen, Head of People at Ropo Suomi Oy.

A More Flexible Way to Manage Resources

The goal of the collaboration has been to create an operating model that enables rapid responses to staffing needs without unnecessary complexity.

This is where the partnership has made the biggest difference to Ropo’s daily operations. Recruitment processes have become faster, the right expertise has been found quickly, and resources have kept pace with changing situations.

At the same time, supervisors have been able to focus more on what truly matters: supporting their teams, leading people and developing the customer experience.

According to Samppa Siven, Head of Customer Service at Ropo Suomi Oy, one of the greatest strengths of the partnership has been the speed and efficiency of the recruitment process.

“We have been able to trust that the necessary resources and expertise are available whenever we need them.”

Open dialogue has also become an important part of the collaboration. When the operating model is developed together, solutions are found quickly and issues do not remain unresolved.

According to Koponen, implementing a new operating model always involves fine-tuning, but the most important factor has been the ability to respond quickly to challenges.

“With StaffPoint, issues are always addressed quickly and solutions are developed together.”

What Does the Partnership Enable for Ropo?

Being able to scale staffing levels according to demand helps keep customer service operations stable even during peak periods. This translates directly into smoother service and a better customer experience.

At the same time, the workload of HR and supervisors has been reduced. Time previously spent on recruitment and HR administration can now be directed toward supporting employees and developing operations.

The partnership has also improved the quality of expertise available to the organization. New hires have brought strong customer service and call center experience, enabling faster onboarding and helping maintain service quality even during periods of change.

As Siven explains:

“The greatest benefit from a customer service perspective has been finding the right people for the right roles quickly and sustainably, ensuring that the customer experience remains at a high level even during periods of change.”

A Partnership That Adapts to Changing Needs

At Ropo, the collaboration with StaffPoint is seen above all as an agile way to respond to the needs of a changing customer service environment. The operating model adapts to different situations and provides support whenever resource management requires a rapid response.

Koponen describes the biggest benefit of the partnership as the significant reduction in the organization’s own workload.

“It significantly reduces our workload while also offering employees more variety and opportunities in their working lives.”