BH Associates™ Case Study
Placing Customer Service Representatives to Manage High, Peak-volume Call Center Needs
Challenge
Our client, a British-American multinational insurance advisor company, had to outsource its benefits team to manage the open enrollment process. They required customer service representatives (CSRs) to effectively handle six cities’ high peak volume call centers, ensuring smooth operations and customer satisfaction.
Solution
Our custom recruiting solution, built on a decade-long partnership, identified methods to evaluate talent quickly by benchmarking candidates with customer service testing. We earned this trust through our success working with this client. It empowered us to access better candidates by sharing our client’s story and moving quickly during the interview and hiring process to keep those top-tier candidates engaged.
Achievements
In our first year with our client, we hired fifty CSRs in Pittsburgh. Each year since, we have significantly increased our placement volume, with us now placing fifty to eighty candidates annually. Over our ten-year partnership, we have placed 450 CSRs and expanded from supporting their Pittsburgh call center location to their call center in Minneapolis. We are also proud to share that when the client moved to a vendor management system (VMS) tool, we became one of two suppliers added to their tier-one vendor list.
