Neil Harrison
Integration. That was the secret.
How to staff a new kind of contact centre - one without targets.
When a large services organisation changes its identity, many other things change too. One of the major challenges for this client was managing the transition from a high volume, target driven contact centre strategy, to a target free, 'solutions led' method. The challenge was finding the quality of staff needed for such an independent approach to work.
TMP devised and executed an integrated strategy for attracting candidates through a variety of online channels. Through a series of focus groups TMP's occupational psychologist produced a list of key competencies from likely candidates, that were then fed back into the attraction strategy to ensure the right messages were communicated to the target audience.
As a result, the ratio of applications to hires was improved by nearly two thirds, and the annual staff turnover rate was halved.