Situation

The increased cost of living means the customer service advisors at this leading UK bank are under greater pressure to handle more and more complex customer queries, leading to longer calls and increased hold times.

The bank needed to recruit more staff to meet their service levels and create a great experience for their customers. As their RPO partner, we are currently recruiting almost 2,800 permanent customer service advisors per year. In response to the changing needs of their customers, however, we launched a campaign to recruit an additional 150 customer service representatives for their contact centres plus up to 450 additional advisors within their branch network. At the same time, we enabled them to transition from contingent solutions to 100% permanent hiring.

Solution

We designed the customer service recruitment process from scratch, which included a recruitment marketing campaign that we designed and managed. Digital adverts directed candidates to a careers page where they could apply. Each candidate received an automated message to complete an online test, which ensured only best-fit candidates progressed. Our team then reviewed the applications and test results and put forward candidates to the client for a virtual interview and role play.

Once the selection process was complete, we managed the offer process and submitted compliant right-to-work documentation for successful candidates.

Results

To date, the PeopleScout have achieved 104% of our hiring goal, with an attrition rate of just 11%—well below the industry average of 30%.

As a result, the client have asked us to duplicate this campaign to support recruitment in additional call centre teams.

“The PeopleScout team work tirelessly to deliver and are fully invested in our objectives and values. There is always a willingness to be flexible and agile, working collaboratively to achieve a common goal.”

Recruitment Manager