Recruitment Process Review - Case Study
| Client | Major UK Credit Card Operation |
| Product Area | Recruitment |
| Project Purpose | Review current recruitment processes and make recommendations to: - • Reduce attrition to acceptable levels • Identify and incorporate recruitment best practice |
Background
The client organisation is one of the UK’s leading providers of Credit Cards and associated Financial Service products.
It was experiencing excessive levels of front-line customer service and sales attrition in one of its contact centre operations – so commissioned an end-to-end review of its recruitment processes to understand the key drivers and identify ways of improving retention.
Solution – main elements
• The review was carried out in two stages: -
o Extensive stakeholder interviews with operational managers, coaches, members of the resourcing team and front-line advisors
o Desktop analysis of all material and documentation associated with each stage of the recruitment process
• A number of key themes emerged in the following areas: -
o Candidate attraction & generation
o Candidate screening & assessment
o Candidate assimilation & measurement
• A comprehensive report of findings and recommendations was then produced and presented to the Senior Operations Management Team
Outcomes
• All findings were accepted and embraced – the majority of the recommendations have either now been implemented or are subject to ongoing discussions.
• The changes are still at an early stage – but have already had a positive impact on reducing attrition – further initiatives are now being planned.