Call Centre Supplied with 400+ High-Quality Customer Service Advisors
Company Background
Our client is a leading professional services provider, supplying services that include exceptional customer service capability for private and public sector companies. They operate in over 8 different countries, with more than 50,000 employees.
Client
Contact
Sector
Staffing Type
Recruitment Challenge
Our client came to us with a four-year campaign to supply customer service advisors for a leading broadcasting agency. This involved hiring 400+ candidates a year for dedicated call handling and customer communication roles, ensuring compliant and consistent communication with all customers.
One essential requirement for our client was candidates who could act as representatives of the business. Due to the nature of the roles, our customer service advisors needed to embody the responsibility and empathy required by the client, as well as have the customer service skills to manage frustrated or emotional call handling.
Recruitment Solution
It was important to us that we not only found candidates for the roles, but that they had the emotional resilience to fulfil these positions. Our experience within this sector, as well as relationships liaising with job centres, ensured that we were able to provide 100% fulfilment for the fluctuating demand and instilling strong vetting procedures for 100% compliance.
A significant part of our work with this client was adjusting the working hours model. Our client was struggling to find local talent, with many candidates favouring a hybrid or remote work environment, making it vital that the business adapt its way of working. To encourage this, we collected evidence on candidate attitudes towards this form of work, as well as supporting our client’s transition period into remote and hybrid working.
Recruitment Journey
We continued to conduct remote support, ensuring that all candidates received wellbeing and professional support services from our Blue Arrow team. This included consistent check-ins, as well as regular recognition. Due to the success of our Blue Arrow team, and the fostered relationships with candidates, we were able to rehire customer service staff year on year.
By rehiring candidates, we were able to ensure regular work for our temporary workforce, as well as reduce the vetting, interviewing, and onboarding processes for our client. This reduction in training and interviewing assisted in driving down the cost of hiring for our client while ensuring a consistently high quality of customer service and brand representation.
Despite, on occasions, receiving short notice with demanding roles to cover, Blue Arrow have always delivered and provided us with a high level of candidate to suit the demands of our business. The aftercare is excellent, with quick responses and helpful members of staff always willing to help.
Stuart Smith,
Recruitment Manager, TVL Darwen
The Results
Through our candidate attraction campaigns and ongoing support, we achieved:
- 100% fulfilment for fluctuating demand
- Over 400+ customer service agents supplied a year
- 100% compliance
