Case Study 1

Outsource Service Provider: 200 Seats

Based in Yorkshire with an additional site in Glasgow, this organisation provides outsourced contact centre services within the Financial Services and Insurance industries and has a mix of campaign activity split approximately 70% outbound sales and 30% inbound sales through service.

Background:

This organisation was becoming increasingly reliant on a Preferred Supplier List of 3 local agencies in each area. A strategic overview of the business highlighted that spiralling recruitment costs coupled with poor staff retention and sub-standard staff quality in the Yorkshire site necessitated either a dramatic change in the recruitment strategy or the relocation of the site to an area with a richer candidate talent pool.

Solution:

right click began working with this organisation in May 2008 and designed and implemented an entirely new recruitment process which went live in June 2008. Since then right click have had sole responsibility for recruiting agent level staff into the Yorkshire operation.

The results:

  • Attrition reduced by 50% in 3 months; reducing monthly inductions from 6 – 8 inductions of 14 to 2 – 3 inductions of 14. Induction training costs halved.
  • Absence reduced from 100+ days per month average to 40 days per month average.
  • Disciplinaries reduced from 8 – 10 per week to 3 – 4 per month.
  • Quality of staff increased dramatically resulting in greater hourly conversion rates.
  • Dramatic and very real savings in recruitment spend.

Current status:

Due to the dramatic improvements in recruitment in the Yorkshire site, the organisation decided to close their Glasgow operation and are now actively seeking to grow their Yorkshire operation.

“Working with right click has dramatically altered our perception of the recruitment industry – their dedicated focus on our business and our specific recruitment requirements is far removed from the typical agency model. We have carefully monitored the impact that working with right click has had on the core metrics of our operation and are extremely encouraged by the improvements in the quality, retention and attitude of our staff. Having taken full responsibility for our agent level recruitment, right click have removed a considerable burden from my management team and we view their services as a strategic asset to the ongoing success and continued growth of our business.”
                                 Managing Director