RZ Group were engaged by an outbound call centre providing services for large utility and telecommunication organisations to help change their recruitment process. Prior to RZ Group being awarded the contract, all staff were working on a temporary basis and were employed through a major UK high street agency. At the time, attrition was extremely high and the current agency were finding it a challenge to source good quality candidates.
We redefined the process so all staff within the client’s contact centre would be employed on a permanent basis. We were given an initial contract for 70 permanent staff to be placed within the contact centre over a 2-month period.
As the previous incumbent had difficult with filling vacancies for the client, RZ Group took a proactive approach using many different outlets to attract candidates. Our campaign brought in a tremendous response and our team carried out initial screening on suitable candidates. This was followed by competency based face-to-face interviews (ran exclusively by RZ Group) and finally, attendance at an assessment centre with RZ Group and the client assessing candidates. Our assessment centres resulted in an over 90% success rate and within 8 weeks we had filled all 70 position and were given an additional 50 to fill. By the time the initial 6 month period had ended, RZ Group had placed 132 candidates for the client who was enjoying a much improved attrition rate.