Almost 50% Reduction in Absenteeism for Call Centre
Company Background
A leader in the telecommunication market, our client is a multinational business, offering their products and services across over 180 countries. Throughout the UK, with circa 99,000 employees, they supply mobile services, fixed-lines, and broadband, ensuring that homes and businesses across the UK stay connected.
Client
Contact
Sector
Staffing Type
Recruitment Challenge
As a leading telecommunicator, providing exceptional customer service is important. That is why our client came to Blue Arrow to help recruit and manage their temporary workforce activities within their call centres.
As our client was experiencing high attrition rates and absenteeism, they not only needed the volume of workers to supply a backfill, but they also required quality, reliable staff to boost productivity. Our client required skilled candidates with customer service experience who would be able to seamlessly represent their brand while managing high volumes of calls and interactions with customers.
Recruitment Solution
Supplying candidates with the right enthusiasm and expertise for the role was important to not only improve attrition rates, but also provide our client with the best customer service advisors for the role. With over 60 years within the recruitment industry, our extensive candidate base, established recruitment techniques, and industry insight into telecommunication call centres, meant that we were able to source and recruit high calibre candidates for the roles.
To ensure a reduction in attrition, as well as improve the client’s hiring cost management, we established regular attendance reviews. We worked with our client to establish social shift patterns which gave over 98% of our candidates their preferred hours, improving attendance rates across the workforce and leading to a 2x uplift in staff tenure.
Recruitment Journey
Improving the workplace was key to helping reduce attrition and absenteeism within our client’s call centres. Due to the difficulty of the role, additional support from our Blue Arrow teams was crucial for improving and maintaining a good morale across the workforce.
We set up regular reward schemes, such as “Star of the Week” awards, to recognise and celebrate exceptional work, as well as continually championing individual achievements of our temporary workforce through regular updates, newsletters, and milestone achievements. Due to the close relationship between our Blue Arrow recruitment team and candidates, we were able to improve morale and reduce attrition.
Great recruitment doesn’t mean regular recruitment. In the case of this client, our dedication to driving down attrition and absenteeism rates meant an improvement in productivity, morale, and a reduction in spend on recruitment. This was also supported by the high quality of temporary candidates sourced, with over 100 moving into permanent positions with our client.
Blue Arrow National Account Director
The Results
By focusing on improving the workplace and working patterns of our client’s workforce, as well as supplying high quality candidates, we were able to achieve:
- 49% reduction in absenteeism
- 11% reduction in attrition
- 148 temporary workers transitioned to permanent roles (13% increase)
- 2x tenure length (doubling from 13 weeks to 26)
