How does an online events and entertainment ticket marketplace relocate its long-established customer service center to an urban hub hundreds of miles away in just five months, without disrupting client support?
The answer: a project recruitment process outsourcing (RPO) partnership that tapped our expertise in permanent hiring, trusted collaboration and data-driven intelligence to build a new leadership team and fill hundreds of customer service positions. Keep reading to find out how we did it.
The client’s relocation was a critical business transformation that demanded flawless execution. Key challenges included:
The new center had to be operational before the previous one shut down. Every system, process and staffing component needed to be ready from day one to ensure business continuity, including the establishment of a new leadership team.
The client’s untested remote interviewing system and tight timelines required quick adaptation and close coordination to efficiently fill hundreds of customer service roles and support a fully functional operation.
The client needed precise skills matching and talent mapping for a new market. Delivering the right hires was essential to maintaining its service excellence and brand reputation.
As part of a project RPO program—a fast and flexible solution for targeted hiring or volume surges with rapid results and no long-term commitments—we deployed a dedicated team of full-time recruiters led by an experienced manager focused on delivering success:
Real-time performance metrics and market intelligence in our proprietary Sevayo® Insights data integration platform enabled rapid decision-making, task prioritization and agile resource allocation. Our cross-trained team seamlessly shifted recruiters to meet targets under tight deadlines.
Our team considered candidates for multiple roles within the ATS, effectively balancing bulk-hiring needs with critical one-off positions. This approach met immediate staffing demands, strengthened the talent pipeline and tracked silver/bronze medalists for future opportunities. Leveraging talent across the client’s various organizational groups led to quicker fills and reduced sourcing costs.
Properly timing skills assessments can be tricky. For example, we found that administering a writing test earlier in the client’s recruitment process helped us better evaluate candidate qualifications before the interview stage. This adjustment improved the quality of interviews and accelerated time-to-hire rates.