Turnover Rate Reduction in Call Center Staffing


Customer Profile
The customer is one of the world’s largest hotel chains, operating over 4,000 hotels in 90 countries. The customer has 2,000 independently owned and operated locations in North America. Due to the nature of their industry, the customer requires seasonal workers.

Customer Objectives
The customer had been unsuccessful filling their seasonal positions in the past through both in-house hiring and 3rd party support. Not wanting another unsuccessful season of poor quality temporary employees, the customer sought a staffing partner who would produce a cost-effective solution to produce quality seasonal contract employees.

Call Center Staffing Solution
Aerotek partnered with the hotel chain and outlined a comprehensive screening, onboarding and retention plan to meet the customer’s need for 240 new hires. Aerotek leveraged the Perfect Fit Program®, our customized engagement process, and provided 100 percent fulfillment for the required positions, a fill percentage that the company had never been able to reach in the past. By thoroughly screening candidates, Aerotek supplied high-quality contractors, increased the speed of placement and improved rate of retention, which resulted in cost savings for the customer.

Results
Aerotek successfully placed 240 contractors in eight weeks, reaching 100 percent class fulfillment by supplying 40-50 contractors every two weeks. Because of the high quality of contractors placed by Aerotek, the customer converted 70 of the contractors to full-time employees. In the past, they had only seen a maximum of 10 seasonal contractors converted to full-time employees. Aerotek’s placements maintained an 85 percent retention rate, and the customer saw reduced costs as a result of reduced turnover.

Call Center Staffing Skill Sets
Call Center
Customer Service