Call Center Relocation

As a leading provider of global payment technology, this customer connects banks, businesses and consumers worldwide. The customer partnered with Aerotek to close two call centers in Maryland and Colorado and open a large call center hub in Miami, Fla.

The Challenge

Aerotek’s challenge was to provide 200 employees within two weeks to fulfill the new call center’s positions. The customer specifically required that 50 percent of all customer service candidates be bilingual in the following languages: Spanish, German, French, Japanese, Italian, Mandarin, Portuguese and Arabic.

The Solution

Aerotek provided a dedicated delivery team to facilitate the call center project and provide 24/7 hands-on support. The delivery team’s initial staffing efforts were supplemented by a regional Aerotek Recruiting Center, part of a network of recruiting hubs across the country that enhance high-volume recruitment capabilities and focus on finding candidates with hard to find skills.

Aerotek deployed an in-depth marketing campaign that reached bilingual individuals from the designated geographic area by using print and radio advertising. Other recruiting methods included local networking, social media and search engine optimization.  Aerotek sourced over 300 candidates within two weeks. Screening processes included behavioral interviews, audio aptitude test, data entry, drug test, credit check and two reference checks.

The Results

Aerotek helped the customer reach their goal by providing 200 employees within four weeks and continues to support the customer to provide 400 employees by year end. By meeting the customer’s staffing goals, they were able to close their call centers in Maryland and Colorado on time as scheduled and successfully open the new call center in Miami, Fla. Our customer requested 60 percent of the associates become permanent employees after their contract with Aerotek is complete.

Aerotek filled 92 percent of open positions competing against two other staffing vendors and is currently at a 93 percent retention rate.

Skill Sets

Customer service representatives, financial analysts, product managers, marketing analysts, administrative assistants and data entry personnel