The Problem

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High Attrition

High levels of attrition in the Customer Service Ops team with an annual spike in April after the bonus was paid.

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Service Level Impact

The attrition had a significant impact on the service levels, especially when the leavers coincided with the new financial year.

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Needed a Recruitment Strategy

They needed a resourcing partner who could work with the business to help them forecast the resourcing requirements, and to create a recruitment strategy that would support a long term plan.

The Solution

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Statistical Analysis

Working with HR and the Business RM analysed the attrition stats and exit data to identify key trends.

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Management Information

Presented MI on the trends, competitors, local universities, and local employers to enable the Senior Leaders to make some critical changes in the training and development of staff, with the aim of reducing the attrition.

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Consistent Proposition

Built a consistent interview structure and proposition which would mirror where the company was going over the next 3 years, and could evolve with the business' growth plans

The Results

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Delivered Ahead of Schedule

Headcount figures were met a month ahead of schedule by assessing circa 25 candidates a month and processing 15 new starters every month.

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Dramatically Improved Statistics

Attrition fell from 47% to 18%, internal moves increased by 20% and referrals increased from 9% to 15%.

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Resourcing Strategy

The resourcing strategy is now far more structured with pipeline candidates being engaged every quarter.

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