Effective Staffing Solutions in Call Center Staffing


Customer Profile
Our customer is the world leader in meeting the financial services needs of automotive consumers globally. With operations in 40 countries, the client conducts business in all foreign currencies, 26 languages and provides financial services to more than 10 million individual and corporate customers.

Customer Objectives
In order to support the rapid growth of their business and provide quality customer service, the customer operates 11 call service centers nationally. Each of the 11 call service centers supports a wide range of areas, including titling and leasing administration, change-of-address requests, payoff requests and payment extensions.

Over a period of 18 months, the customer was utilizing one staffing vendor’s services for their 11 service centers. They were utilizing a temporary-to-permanent model to fill empty positions and create a strong employee base. Under their previous vendor, the customer was dissatisfied with the high rates of attrition, absenteeism and tardiness and lack of productivity. These challenges prompted the customer to seek out a new staffing solution.

Call Center Staffing Solution
Aerotek partnered with the customer to create an effective solution to their business pains. Aerotek’s solution involved a world-class sourcing, screening and selection direct placement model in six of their most underperforming call centers. We utilized our Time & Expense timekeeping system to streamline the requirement and reporting process. Aerotek worked with the customer to develop a behavioral interview process which would ensure more successful placements in future hires. The alignment of the recruiting and reporting process combined with quality placements resulted in a streamlined, effective solution.

Results
Over a three-year partnership, Aerotek provided 1,637 placements in six call center locations and 80 branch locations. We provided 30 bilingual candidates as part of this ramp-up. Our customer saw a 1.8-to-1 interview-to-hire ratio, and 96 percent fill ratio. Long-term results involved an 83 percent successful placement ratio, and the customer’s rate of attrition lowered to an average of 15 percent.

Call Center Staffing Skill Sets
Bilingual Customer Service Representative
Customer Service Representative