Streamlining a recruitment process to optimise contact centre capability

INSURANCE SECTOR

Challenge: 

Our client, one of the UK’s largest Insurers, faced the challenge of sourcing a high volume of contact centre staff within a competitive and saturated market. Despite an abundance of candidates, they struggled to attract the right talent due to the similarity of job offerings across the industry. The need for swift recruitment was crucial to meet operational demands. They required a solution to enhance their recruitment process, stand out from competitors, and secure top-quality candidates. 

Solution: 

Working with our client on a Recruitment Process Outsourcing basis, Vermelo has restructured the recruitment pipeline to expedite the process without compromising on quality, including revitalising job advertisements to highlight our client’s significant and unique selling points and making positions more appealing to potential candidates. Additionally, we fine-tuned candidate screening methods to ensure only the most suitable candidates progress further in the hiring process.  

Results: 

The results of Vermelo's intervention have been remarkable. Since November 2023, we have successfully hired and onboarded 72 Customer Experience Representatives. This achievement is notable, considering the competitive nature of the market and the challenges associated with sourcing suitable candidates. 

Furthermore, Vermelo's streamlined recruitment process ensured swift turnaround times, with each campaign of 35-40 candidates being processed from advertising to offer within 5-6 weeks. This efficiency not only met our clients urgent staffing needs but optimised its operational capacity too. 

Summary: 

The success of this collaboration underscores Vermelo's expertise in navigating competitive recruitment landscapes and delivering tailored solutions to meet client objectives. By leveraging our specialised knowledge and resources, Vermelo provided our client with a competitive edge through talent acquisition solution. 

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