the situation
This client operates 13 major contact centre facilities across the UK. Fluctuations in temporary workforce numbers are sizeable and unpredictable, ranging from a base of 1200 to peaks exceeding 1800. The contact centres offer outbound, inbound and helpline facilities for a diverse range of businesses/organisations including Job Centre Plus, Marks & Spencer and the CSA. At the start of 2010 they decided to wind up their long-standing (10 year) temporary workforce supply contract.
the solution
Due to the requirement of the client, Randstad mobilised 50 specialists within 72 hours, split into four teams, under the overall leadership of a Commercial Account Manager (CAM).
Team 1 (Implementation): managed the transfer of 1200 workers to Randstad at four onsite locations and seven satellite contact centres. Team 2 (Seasonal Ramp Up): exclusively assigned to recruit/manage 700 new workers over 12 weeks on 2 existing and 2 brand new sites. Team 3 Business As Usual (BAU): handled day-to-day operations to ensure consistency of service and quality of delivery during the transitional period. Team 4 (Back Office): responsible for the complete transfer and full integration of back office, process and technology systems relating to all aspects of the account management.
All teams liaised daily with the CAM and participated in weekly conference calls to ensure adherence to the implementation gant chart (which incorporated 200 individual actions). Key tasks included co-ordinated UK-wide worker/client introductory briefings and technology inductions, transfer to online timesheet management systems, and compliance monitoring.
the outcome
100% fulfilment on ramp up, zero disruption to day-to-day client business and under 1% payroll queries in week one payroll. Three months after contract commencement the client has a headcount of 1600 temporary workers, projected to rise to 2000 in 2011. The first quarterly review has identified areas for savings, efficiency/ productivity improvements, and the provision of added value services. As a result of its UK experience, they are now exploiting Randstad's global resourcing capability to support its operations in the USA, Australia and Canada.
"Your team has done a great job to date. I cannot commend its professionalism highly enough. Our business is constantly running at 100mph. Deadlines are critical, but timescales are often unrealistic. Compliance is key.
You’ve matched us all the way, you’ve been responsive, efficient and proactive, and we regard you as an essential part of this company’s operations and a genuine partner. A partner which gives us a clear competitive advantage as the business moves ahead."