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BNP Paribas Case Study: Flexible Resourcing Within a Contact Centre Environment

Consumer finance providers BNP Paribas needed to rapidly source and build a team in order to launch a new partnership credit card.

BNP Paribas were about to sign terms on a major new partnership credit card and had just six weeks from signing contracts to launch. Read on to find out how we successfully sourced their team within the tight timeframe.

The Background

BNP Paribas is a leading provider of consumer finance, loyalty and data services for over 200 nationally recognised UK business partners. They have over 4 million customers and their products and services include credit cards, loans, loyalty programmes and retail finance. At the heart of their Operations function is a state-of-the-art contact centre employing around 500 people across its Solihull and Belfast sites.

We are BNP Paribas’ UK’s Recruitment Process Outsource (RPO) partner.

The Challenge

BNP Paribas informed The Curve Group that they were about to sign terms on a major new partnership credit card. They had just six weeks from signing contacts to launch the service.

From a people perspective, they required 84 new hires to support the new card. These roles ranged from Customer Services Advisors, Collections Credit and Team Leaders. BNP Paribas needed to hire and train these 84 new recruits in six weeks from start to finish. This was in addition to the roles we were currently recruiting for on their behalf.

The Solution

As BNP Paribas’ dedicated Recruitment Process Outsource provider, not only could we continue to manage BAU hiring activity, but we were also able to scale up the delivery team to cater for the peak in recruitment and onboarding demand during this busy period.

Within five days, we created, defined and gained sign-off for a targeted candidate attraction strategy. We also increased the dedicated recruitment team from six to twelve people. This rapid increase and deployment would not have been possible for the business if the Recruitment Process Outsource had not been in place.

Part of the attraction strategy included designing and placing newspaper adverts, creating and posting job adverts, as well as creating a project plan to support daily assessment centres, induction days and training events.

The BNP Paribas board were keen to be kept updated on weekly progress against targets, especially considering the short time frame in which to recruit. We set up a detailed Management Information pack that was also sent out weekly to all key stakeholders.

The Result

The Curve Group successfully hired over 84 new staff to the project. We achieved this whilst also hitting the business-as-usual KPIs. In six weeks we:

  • Reviewed over 3,000 candidates, sourcing 2,100 of these direct rather than through agencies
  • Telephone screened over 840 candidates
  • Ran full-day assessments for over 300 candidates

Ultimately, having a Recruitment Process Outsource in place enabled the business to continue with business-as-usual recruitment, whilst also meeting a significant peak in demand for additional hires despite the short time scale, during a period that would otherwise have caused great difficulty and meant core hiring would have been paused. We ensured our customer had everything in place to bring on this great new partnership card on time and within budget, so the project was a great success for all involved.

Are you looking for a Recruitment Outsource Processing partner? Find out more about our Recruitment Process Outsource service or contact us today and find out how we can help.

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