Outsourced to in house customer service recruitment project

KPHR was approached by an international online retail client to manage the recruitment of a high volume customer service project.  They had historically outsourced their customer service resource but costs were escalating due to consistent growth and to move the customer service function  in house would make substantial, longer term savings for the organisation.  To add to the challenge they not only needed English speaking candidates but also a variety of European language skills including German and French.

Having recruited some of the team themselves, they started to find it harder and slower to find the right candidates.  KPHR was engaged to find the best candidates and get the recruitment process moving faster and more efficiently.

Planning the recruitment strategy

KPHR developed a recruitment strategy across multiple channels and utilised a variety of different approaches to attract a highly targeted talent pool.  This was not only an advertising strategy to attract active candidates searching for a new job, but it also targeted passive candidates at supervisor and team leader level across a range of digital and social media.

The results

Within 6 weeks of launch, KPHR had recruited 40% of the staff needed and with 12 weeks, 90% of the team had been successfully recruited for the business, this also included a number of European language speaking advisors.

KPHR save our client both time and money, with a significant reduction in hiring time, helped to create a cohesive team  and in turn an excellent rate of ongoing staff retention.