Objective:
A Global Investment Bank business that was launching a new Digital only consumer banking proposition for Affluent Customers required a partner to support the recruitment of their customer services operation. Through a long standing relationship with the Customer Service Leadership Team, CCA were asked to support the Bank and work alongside the existing internal recruitment infrastructure as a specialist partner providing expertise in contact centre recruitment where the internal team had never operated. The launch was (and still is) confidential and all activity was required to remain in confidence.
Requirement:
Working alongside the internal recruitment teams the initial requirement was to hire 6 Team Managers and 60 Customer Service Agents. As the proposition was targeted at an affluent customer base the bank high degrees of customer focus and integrity were required of all candidates. All candidates screened required a complete NDA prior to releasing details of the organisation.
Actions:
CCA provide expertise as an industry expert to the internal recruitment teams also working in full collaboration with the operational teams. Expertise provided supported the development of
- Role profile and requirements of candidates in the local area
- Optimised recruitment and selection process for the contact centre industry resulting in significantly higher conversion of interview to offer whilst maintaining quality of hire
- Assessment Centre Design & Facilitation
- Talent pipeline build to mitigate drop outs from the extensive and protracted pre-employment screening process (a global compliance initiative which impacted candidate experience but was unable to be altered)
- Candidate management – CCA’s approach is to support and handhold through each stage of the process from:
- Initial engagement
- Telescreen
- 121 Interview with CCA
- Client Assessment
- Post Assessment De-brief
- Offer/Reject
- Pes Screening
- Onboarding
- Aftercare
Outcome:
CCA delivered x 60 hires on time (12 weeks from inception to completion) maintaining confidence and NDA requirement.
Anecdotal feedback from the client was that CCA had provided the best agents and Team Managers they have ever experienced, and all candidates delivered by CCA are still in the business over 12 months later.
