Specialising in high-volume customer service hiring across multiple industries

With over 15 years’ experience in high volume recruitment, I’ve supported both private and public organisations to hire at scale across a wide range of industries and sectors ranging from financial services (Barclays), public transport (National Rail), Telecoms (TalkTalk), to healthcare (BUPA).

Delivering high volume contact centre recruitment never allows for a dull moment! I enjoy the pace and the impact my work has on the organisations I support – whether it’s working with internal teams to review their recruitment and retention trends to improve the quality and longevity of hires or keeping up to date with the latest market trends to bring fresh ideas to our approaches.

Attrition is typically high within these environments, so I understand how important it is to deliver an effective and speedy recruitment process to replenish vacancies with the right talent.

Competitor analysis is also absolutely essential. I’ve found that as contact centre positions are often quite similar in their nature, applicants frequently move between organisations in order to chase better benefits, jumping from role to role for small salary increases and other perks. This makes competition fierce and therefore analysis of competitors is incredibly beneficial. Through robust and regular competitor analysis, I can identify where there may be gaps in benefits offered, salaries and commission structures or working patterns which could result in prospective talent being lost to other businesses. Sharing the findings with internal teams, we can then agree how we can remedy these gaps – or focus on the unique Employer Value Proposition (EVP) offered by the organisation in order to attract and retain talent in a competitive market.

It’s an unfortunate fact that due to the competitive nature of these roles, dropout rates are also high. I recognise how frustrating this can be for my clients; they have a number of vacancies to fill in a short time and each loss pushes business progress backwards. To help reduce the occurrence of this, I believe in a dual focus on both workforce planning – to ensure we control the timings around replacements – and delivering a strong engagement wrap-around with applicants, ensuring they receive regular communication from our recruitment team and have all the information they need to engage with the business in advance of their start date.

It doesn’t stop once talent is onboard – by leading cross-functional retention initiatives I have brought turnover in line with industry standards for contact centres, in some cases reducing attrition by 30%.

If high-volume customer service hiring is giving you a headache, reach out today.