Case Study 2
Start up In house operation
Based in South Manchester, this organisation provides an online lead trading platform that allows insurers (typically motor and home) to trade insurance leads in a real time open market. The Contact Centre is their off-line process and outbounds insurance leads to qualify customer requirements and transfer calls to the purchasing insurance companies / brokers. This is an extremely high volume (300 calls / agent / shift) sales orientated and target driven environment.
Background:
right click began working with this organisation in Q4 2005 when they were looking to establish a brand new contact centre operation and have been their volume recruitment partner now for over 3 years, growing the Contact Centre to 70 seats with 4 different shifts.
In January 2009 this organisation established a new trading division to specialise in financial claims management. right click were again asked to help the management team establish a second contact centre from start up.
Solution:
In both instances, right click worked with management to scope their requirement, produce Job Description and Person Specification documentation and design the complete recruitment process. right click have then managed the ongoing delivery of both recruitment processes.
The results:
- Initial Contact Centre established within 6 weeks from initiation – comprising an interim Contact Centre Manager, two Team Leaders and 20 call handling staff.
- Growth successfully managed up to 70 seats.
- Second Contact Centre established with 10 FTE and a Team Leader within 4 weeks.
- Currently managing growth projections in second centre to achieve 70 seats by Q4 2009.
Current status:
Having successfully established both operations, right click continue to work in partnership with both management teams delivering their ongoing volume requirement.
“I have worked with many recruitment agencies before but none of them have been as pleasurable to work with or have been able to provide the same standard of service, understanding, care and dedication that right click are able to offer”.
Training & Recruitment Manager
Q3 2008
“Thanks to right click I currently have a team of 10 highly motivated and skilled people and our business is growing daily. I highly recommend right click as a recruitment partner as in my experience the care and attention to detail they provide is second to none and really sets them above the rest.”
Senior Operations Manager – Second Operation,
Q1 2009