A recent report showed that 71% of Contact Centres have difficulty attracting and retaining quality people. Staff turnover is very costly. Considering the time and money spent on constant recruitment and training as well as lost productivity, we calculate the cost to be around £500k p.a. for an average 150 seat operation.
In most cases, high staff attrition stems from the recruitment method used. We have developed an industry approved, best practice process, suitable for 3-1000 agents, that is proven to reduce staff turnover and improve the quality of recruits. Specialist Call Centre Services are industry experts and have many case studies and testimonials that bear testament to our success in this field. We have been successfully operating multi-agent campaigns for over 10 years in almost all industry sectors.
Specialist Call Centre Services (SCCS) was formed in 2004 to provide professional support to Contact Centres in the field of people selection and development. In particular we wanted to provide a tailored approach to agent recruitment, which would solve two of the industry’s biggest problems, staff quality and retention.
SCCS specialise in the design and management of campaigns where a new, or existing Contact Centre, needs a lot or several people at one time.
All of the people we employ, from telephone interviewers right through to the Directors of the company, are industry experts – most have at least 10 years in the industry, some over 20! We have run and consulted small and large Call Centres ourselves, so understand the issues facing your operation. Critically we understand the skills and characteristics you need in the people who will undertake the different types of telephone roles.
Our recruitment process was developed with leading UK call centres and benchmarked as best practice by the DMA (UK).
SCCS can also train your staff if required, providing a complete service, ensuring the people who join your business are, not only high calibre but, ready to start delivering results almost as soon as they walk through the door.
We have reduced attrition rates in every Call Centre we have worked in, saving these companies, literally, hundreds of thousands of pounds.
See our case studies for further details on the dramatic impact our recruitment services have had.The best practice recruitment model we use was developed in conjunction with leading UK Call Centres. It is both comprehensive and speedy. Firstly, we seek to fully understand the job role, the company culture and the environment in which recruits will be working. The whole process is then customised to assess the skill set required, the best attraction strategy is agreed and adverts are redesigned, if required, and placed in the most suitable media.
We receive calls direct from the adverts and two telephone interviews are undertaken by our highly experienced telephone assessors. Those successful are invited to a fully facilitated assessment centre. This comprises between 6 and 8 scored exercises that when added to the telephone interviews, provide a definitive, objective view of the candidate’s suitability for the role.
The whole process, from advert to assessment, takes no more than 6 working days.
The result is one of ‘round pegs for round holes’ and results in a much higher performance and staff loyalty, saving your business time and considerable cost.
View our case studies and testimonials and see how your Contact Centre could benefit.
Teleworking – Save money, whilst attracting a whole new loyal work force.
Teleworking (or home workers) is rapidly becoming a viable alternative to increasing Call Centre capacity. It has some fantastic benefits.
Establishing a Teleworking operation can be fraught with pitfalls though and these results will only be achieved if the operation is planned and implemented carefully. Most companies do not have the expertise to do this. However, our consultants at SCCS have successfully been establishing and managing home based teams for almost 20 years and can help you get it right first time.
We are entirely independent and our services to this market include recruitment, training and both operational and technical consultancy. We have worked with major companies such as AXA PPP, BUPA, Norwich Union and Autoglass.
Today's technology has made it much easier to simply have Teleworkers as part of the call centre, yet not occupying valuable space in the centre itself. The proliferation of Broadband and the increasing bandwidth, means that sending data and voice into an agent's home office is simple and transparent to the caller. You can now view real time agent statistics, listen to and record their calls and even display the calls queuing and the performance in the call centre.
View our most recent case study to see the dramatic impact our input had on an established business new to Teleworking.
When your Call Centre needs a new Manager, anything from a Team Leader to a Director, where better to come than a company with a pedigree like Specialist Call Centre Services? All of our Call Centre Recruitment Consultants have been in the industry over 15 years, actually doing the jobs that you are recruiting for. This gives us a special insight into exactly what is required in terms of ability, experience and know how.
Our philosophy at SCCS is to find the right person for your job, not the right job for our person. This means, when we are commissioned to help your operation, we will fully understand the complexities of the role and the culture of your company. We then search our database, and the market, for people that exactly meet those criteria. This saves you time and provides you with only the best candidates for your position.
Although this is similar to an executive search, our rates are completely competitive with traditional agencies and the speed of response just as quick.
As a result of this process, our conversion rate from candidate to employee has been extremely high, testament to the beliefs we have of how management recruitment should be done.
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There was a need to recruit 85 new agents in the second quarter of the year to meet demand. In addition to requiring volume resource. Read More....>> |
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Teleworker project to recruit 30 agents from existing contact centre based staff plus two team managers who would lead them. Read More....>> |
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To recruit 350 new agents in the last quarter of the year to meet this demand and a further peak in calls anticipated due to Christmas sales. Read More....>> |
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The client needed to recruit a team of team of 10 operators for their network control centre, who would be responsible for taking calls from the public, emergency services and local authorities. Read More....>> |
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The client wished to expand their direct selling operation, which sold to consumers over the telephone. However, they were concerned that their recent attraction strategy and recruitment process had not delivered the results they were looking for. Read More....>> |
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SCCS was approached by the outsourcer as they had a client with a particular recruitment need. They were seeking several experienced B2B telephone sales people. Read More....>> |
Dave Pollard - Sales Development Manager
Fincham House, 19 Upper Kings Drive, Willingdon, Eastbourne, East Sussex, BN20 9AN
Telephone: 0044 (0)1323 507662
Mobile: 0044 (0)7834 542039
Email: davepollard@specialistccs.co.uk
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The Specialists in recruitment for Call Centres, Contact Centres at all levels. Benchmarked and Proven Call Centre Agent Recruitment Process that reduces staff turnover and attrition, increases loyalty and saves money. Experienced consultants for implementation of teleworking including set up and recruitment.