the situaton
Given the size of their consumer base, the customer service side of the business is necessarily extensive and complex. Over the years, additional back-office pressures have arisen as a result of mergers, de-mergers and re-organisation. Most recently, the introduction of a fully integrated customer account management system has radically altered the types of skills required to handle contact centre enquiries.
When the company formed, it opted to work with a single supplier to handle the entire staffing cycle at its major contact centre sites, from attraction through to interview, vetting, referencing, appointment, training, deployment, management and pay-rolling. It sought a supplier which was practised and highly capable in the management and application of all the legislative and compliance concerns associated with contact centre operations.
The requirement was for a supplier to manage contact centres in 12 main locations plus London, with a total staff (subject to seasonal variations) of up to 1200. After running a rigorous multi-party tender process, they appointed Randstad Inhouse Services to handle its contact centre operations as sole supplier.
the solution
Randstad commenced the contract in 2000, and has held it continuously since that time through four contract extensions (all subject to competitive re-tendering). Randstad established full-time offices at the largest contact centres (Hove, Worthing, Exeter and Bexleyheath), staffed by a team of ten. Two roving consultants were also appointed to the account to oversee recruitment activities at smaller centres, in association with local Randstad Staffing branches.
The on-site offices are cost-effective, efficient, and have the capacity to respond rapidly to sudden fluctuations in demand which typically range from a headcount of 700 to 1200 at short notice. Billing hours per week run at between 25,000 and 33,000 and (according to location and job role) shifts run 24/7. The team works closely with the management at each site to ensure optimum use of resources and minimal waste and in 2010 through cost-efficiencies/volume rebates it delivered just shy of £200,000 in savings. Fulfilment rates are 98% to vacancy requisition. Randstad has installed and operates a fully automated online timesheet system and has recently configured a new bespoke online management information tool for this company's sole use.
In addition to volume (temporary) Customer Service Adviser staff, Randstad has provided 60 temporary professional staff during the course of the past year, covering Accounting, Finance, Legal, Marketing, Digital Media and Change Management functions.