Client: A leading provider of fully integrated, all-digital wireless service.

Summary
The client operates an inbound contact centre that functions as the preliminary customer service arm for its products and services. Residential and commercial customers use the centre for wireless phone activation and to access various departments within the organization. More specifically, when customers activate their phones via the Internet, data entry agents at the centre process the transactions. When customers directly call into the centre, call coordinators locate and verify account information and route calls to the appropriate departments.

Business Challenge
The client must employ several hundred people at any one time to handle the high contact volume associated with activations and calls. Recruiting and staffing responsibilities for the aforementioned positions are outsourced. The client previously utilized two recruiting agencies to handle these responsibilities, but its hiring requirements often went unmet. Attrition skyrocketed, the centre was frequently understaffed, and overall performance was poor.

The client looked to streamline and significantly improve this undertaking with one staffing company who would maintain the necessary staffing quantities in accordance with the client’s specific hiring requirements.

How Allegis Group Helped
Allegis Group created a customised hiring programme to exceed the client’s requirements for its contact centre employees. As a value-added benefit, Allegis Group also supplied the client with an “on premise manager.” The manager oversees the entire hiring process, handles documentation and disciplinary issues, and serves as the “go-to” person for any contract employee-related questions or concerns.

Allegis Group:

• performed (and continues to perform) all screening tasks
  
• successfully staffed over 350 contact centre personnel in an 8-month period, enabling the client to provide superior customer service to its wireless phone users.
  
• contributed to the client’s profit margin increases through the usage of contract employees versus direct placement employees.
  
• enhanced responsibilities of the call coordinator position and supplied appropriate training.