London dealer group Now Vauxhall know that hiring the wrong people can be toxic to business, so when they recently decided to double the team size of a department, they called in Coachworks to help.
Now, a growing business with 8 sites, recognises the importance of its Call Centre or â€śBusiness Development Centreâ€ť (BDC) in driving appointments, up-sell opportunities and customer retention. They know that whilst the cost of recruiting the right people can be high; the cost of hiring the wrong person and that person staying can be much higher!
So, just as it is important to fix cars right first time, recruiting right first time is vital. Imagine the cost of the lost opportunities arising from poor conversion rates because enquiries are approached in the wrong way, or the cost of failing to engage with customers or even worse upsetting them?
The cost of recruitment is high, and with national call centre attrition running at 24% per annum (Call Centre Operations Labour Market Report) the cost of getting it wrong leads to re-recruitment and more training costs. However, NOW group recognised that if they wanted to do the job properly and recruit the right people first time, then they needed some expert assistance. In selecting their provider, Jon Taylor, NOW Managing Director said that â€śCoachworks were the perfect partners.â€ť
Working with the management team at NOW, Coachworks first identified the 5 key activities (Value Drivers) a call centre operative should actually do each day, then based on these value drivers, developed a ten step Assessment Centre. Through a series of practical exercises and competency based interviews, they ensured that the candidates had the skills required to deliver the value drivers of the role; as they handled outbound as well as inbound calls.
The process demonstrated Nowâ€™s commitment to getting the recruitment right first time and in the process, was as much an employer brand builder, as it was a team builder. Candidates could see that the process was thorough, and this built desirability for the role and increased acceptance rates after job offers were made.
Having recruited the team, the vital next stage was the induction period. With 50-60% of the attrition in call centres happening within the first 90 days of appointment, NOW knew that this first period is critical, so again asked Coachworks to support an initial two week induction programme.
NOW Managing Director Jon Taylor said of the training…â€śItâ€™s fun, exciting, engaging and stimulates the people taking partâ€ť…â€śthe best way to describe it is the recruits actually asked when are Coachworks coming back?â€ť
As a company that set out in 2002 to â€śBuild performance improvement,â€ť Coachworks understand that the start point for this is careful recruitment and high impact inductions; so offer Assessment Centres and Fast Track Inductions as part of their growing suite of products and services.