Telecommunications/Call Center

Successful Recruitment Process Outsourcing model developed for a major call center company delivers better candidate sourcing and screening as well as a dedicated on-site recruitment team

Outcome in Brief 

Superior recruitment efficiencies including:

• Reduced cost per hire
• Improved automation of the hiring process
• Improved quality of hire
• Reduced call center turnover

Challenge

The client manages a cluster of call centers operating under the umbrella of a parent company located in the western United States. They not only faced significant challenges in their hiring and retention efforts, but were also opening up a new call center and needed strong recruitment methodologies in place for its launch.

Some of the other key hurdles included a saturated market and branding challenges involving the call centers’ reputation among the regional labor force.

Successes

Significant recruiting results were achieved in the following areas:

• Over-burdened internal recruiting challenges were eliminated
• Improvement in candidate flow
• Increased sourcing volume
• Increased support through an on-site, dedicated team
• Improved communications with both hiring managers and candidates
• Significant automation of processes
• Improved testing and training
• Improved scheduling for both hiring and training

Solution

• Using a sophisticated, multi-pronged approach, Headway worked intensively with the management of the separate call centers, resulting in a successful sourcing program.
   
• To accomplish these goals, Headway utilized proprietary sourcing tools, a customized e-Recruiting technology platform, and unique social networking groups to find interested and qualified candidates.
   
• Additionally, Headway deployed an on-site recruitment team making the hiring and on-boarding process more efficient and candidate-focused.
   
• The overall Adaptive RPO^SM solution was created to integrate with and improve upon the client’s existing hiring information systems which resulted in a higher level of automation coupled with a more in-depth screening of the candidate pool.
  

Results

• 13,000 viable candidates sourced for individual call centers
• 302 employment offers extended for Customer Service Representatives (CSRs) one week ahead of schedule
• Delivered superior candidates with key problem solving abilities
• New coordinated system put into place for scheduling of orientation and training of CSRs