YOUR PEOPLE ARE WHAT MAKE YOUR BRAND SHINE.
Having the right people on board to represent your brand is key, whether it’s at an activation, in a retail environment, or another brand experience touchpoint.
You may be leaving value on the table if your in-field team lacks brand/product knowledge, people skills, or the know-how to maintain a strong presence in-store or out at an event.
Investing in the right people is more than just common sense or feel-good—it is simply strong business practice.
Along with advantages in direct engagement and sales abilities, better employment experience means lower turnover, and lower turnover means greater efficiency.
In the long run, this equates to lower operational costs for your brand.
LUMENCY’S FIELD FORCE SOLUTION ENSURES YOUR BRAND’S REPRESENTATIVES ARE PERSONABLE, PASSIONATE, PROFESSIONAL—AND WELL-MANAGED.
We maintain a team of over 1,000 Field Force professionals, all of whom are Lumency employees, rigorously recruited, trained and performance managed by our in-house Field Force management team. And with our focus on data and metrics, all Field Force members are schooled to become fully proficient in KPI and data tracking tools, allowing for seamless integration and reporting.
While this force is available to our partners and ready to be deployed across North America, we will also recruit and hire dedicated staff specifically for your brand to fit your distinct needs and objectives.
Selecting Field Force team members for our client programs is far more than a scheduling exercise—it’s an opportunity to create impactful and resonant brand moments that will support your measurable objectives.
Whether leveraging Lumency’s pre-existing Field Force members or a dedicated team just for you,
there are several pillars we focus on to ensure your staffing needs are met smoothly and professionally…
RECRUITMENT & SELECTION
Lumency’s Field Force members undergo screening interviews, online psychometric assessments, and in-person interviews. They are selected for their strong people skills, work ethic, integrity, ability to share their passion for your brand, and alignment to each brand’s values and target segmentation.
ONBOARDING & OFFBOARDING
Once hired, the employment experience begins with tight onboarding, with electronic documents that can be accessed via mobile devices for ease. Beyond meeting legislative compliance, our onboarding process creates a sense of belonging for team members and ensures everyone receives proper health and safety training compliant with any regulatory requirements. Our processes for exit interviews and offboarding help inform turnover reduction and encourage team members to continue to be brand champions.
TRAINING & KNOWLEDGE MANAGEMENT
Lumency is committed to providing consistent learning and development programs to inspire and engage our Field Force team. We have built, tested, and continue to improve our modular approach to training, where one course builds on another to provide consistent learning tailored to the brand and role the Field Force will be playing. These training modules cover skills for consumer engagement, proper etiquette, problem resolution, logistics, brand-specific knowledge, and health and safety, to name a few. Training is delivered through an online platform providing gamification of the content and easy tracking. Pay increases are linked to training completion, where appropriate. Field Force are encouraged to consistently engage in training for retention purposes.
TEAM MEMBER RELATIONS & COMMUNICATION
We provide team members with policy and procedure playbooks and thoughtful opportunities to connect with colleagues and the HR team to ensure all questions are answered efficiently.
PAYROLL MANAGEMENT
Along with a transparent, electronic system for accessing pay stubs, tax documents, and claims/documentation, we have an efficient and responsive team to provide details and answer any questions for Field Force members around payroll.
GOVERNANCE & QUALITY CONTROL
Weekly client status meetings are utilized for identifying issues and communicating feedback, and we implement QBRs (Quarterly Business Reviews) with your key team members to report progress, solicit feedback, and identify areas for improvement. For quality assurance, CSATs (Client Satisfaction Survey) are conducted semi-annually with your broader team.
EMPLOYMENT LEGISLATION
We understand the importance of remaining compliant, and that legislation varies in each jurisdiction. Clear understanding of the law ensures we optimize spend against resourcing. We encourage retention by meeting expectations around overtime payment management, wages, and vacation pay, and required government plan contributions.
TECHNOLOGY
We recognize the importance of technology. We utilize a single interface system that brings together all of the team members needs to ensure easy and accessible access to information. This also provides easy integration with merchandising systems, payroll systems, and regular access to in-the-moment information for clients.
Lumency’s Field Force solution gives brands the confidence that all direct person-to-person touchpoints—with consumers, customers, and trade partners—will be managed effectively and professionally to deliver meaningful results.
Looking for the best people to represent your brand?
We can help you find, train and manage your team.
By: Megan Cosgrove
