Challenge:
Newly relocated VOIP company is adding subscribers
at the rate of 160,000 per month. The company
calls for the establishment of a state of the
art Call Center hub comprised of 1800 employees
both technical and non technical. This hub will
act as the role model and last resolve station
for more than 2500 off shore call center seats.
The company is targeted to present its IPO within
5 months of our contract start. The company has
contracted the staffing of this call center to
two different large HRO consulting organizations.
The result has been 430 hires and a turn over
rate of more than 78%. Most management is skeptic
of talent availability and has little faith in
any recruiting process. The company expects within
one year to hire 1100 call center employees and
reduce turnover to 30%.
Diagnosis:
A complete recruiting infrastructure must be created
that is flexible to changing needs yet provides
continuity for hiring protocols. Management must
be actively involved in the creation of job specifications
and educated on the importance connection of pre-employment
activities and retaining critical talent. In order
to meet objectives every process must be accelerated
to accommodate the urgent need of hiring on average
200 employees per month.
Action Plan and Processes:
| • |
Working closely
with management to assist in creating the
profile of the New Call Center, its employees,
objectives and mission. |
| • |
Operate entire project from
creation of positions to final offers. |
| • |
Create job descriptions, core
competencies, screening processes, interview
procedures, employment offers and decline
of offers. |
| • |
Establish companies Recruiting
identity and create a full scale recruiting
campaign. |
| • |
Establish measures for hiring
predictions including fall out rates expected. |
| • |
Gain the trust of Training
department and floor management. |
| • |
Meet weekly with key contacts. |
| • |
Provide recommendations to
management regarding adjustments needed to
account for “new employees” and
company view of the new call center representative. |
Result:
| • |
Over
1200 hires made within a twelve month period. |
| • |
Turnover
reduced to 12 %. |
| • |
Redefined
call center identity has increased customer
retention substantially. |
| • |
Stabilized
all call center hiring. |
| • |
OERComplete
continues to operate all day to day functions
of recruiting activities for this Call Center. |
|
