BH HR™ Case Study
Retaining and Incentivizing Call Center and Verification Candidates
Challenge
This non-profit organization, based in Washington, D.C., and dedicated to transforming healthcare by providing medical college application testing (MCAT) and American medical college application services (AMCAS), has been a client of Beacon Hill’s since December 2014. Every year, our client experiences massive spikes in medical college applications from March to October. In fact, they commonly receive over 60,000 medical college applications to review each year!
For 2023, our client recognized that they urgently needed contingent workers to support the influx of calls, as well as application processing and verifications before sending applications to schools. Based on their successful nine-year partnership with Beacon Hill, they awarded us and another supplier the opportunity to place call center representatives and verification associates, with the understanding that the verification associates would be for 2023 only, as they aimed to bring that back in-house in 2024.
Solution
To address our client’s contingent staffing needs, Beacon Hill Associates successfully filled our client’s call center with fifteen consultants and ten verification consultants in just two weeks. To keep our call center team engaged and committed to their assignments, we provided incentives such as raises for hitting certain milestones and bonuses for achieving goals, and we picked team members at random for free lunches. Additionally, our compensation package was highly competitive, which helped with candidate attraction and retention.
Achievements
Because of our historical knowledge supporting the same project six years in a row, our client truly values our partnership. We understand their culture and know what works best for them. Therefore, the client has asked us to continue providing services in the upcoming year.
