Case study: Call centre uses flexible staffing provider to solve staffing issues
By: Claire, redwigwam
A large UK-based call centre was experiencing staffing issues due to high employee turnover rates and unexpected fluctuations in call volume. They needed a flexible staffing solution which could quickly provide qualified call centre agents to meet their needs.
The call centre decided to turn to redwigwam’s flexible staffing software, which specialises in providing temporary and flexible staff to businesses across a range of industries.
With redwigwam's help, the call centre was able to quickly fill staffing gaps and adjust to changes in call volume.
Here's how the process worked:
1) Initial consultation
The call centre met with redwigwam to discuss their staffing needs and requirements.
This included outlining the skills and qualifications needed for call centre agents, as well as the expected call volume which was used to qualify the approximate number of agents needed.
2) Recruitment and screeningÂ
The team at the call centre placed free job adverts on the redwigwam platform and quickly attracted applicants.
These people were screened and vetted, and the qualified candidates were added to the call centres resource pool on the platform.
The screening included conducting right to work checks and a skills assessment to ensure candidates were qualified for the job and reducing the workload for the hiring manager.
3) Onboarding
Once the call centre approved the candidates, redwigwam provided training and onboarding via their worker portal to ensure the agents were prepared for their roles.
This included bespoke training on the call centre's software and processes.
4) Flexible staffing
Via the redwigwam portal, the call centre management team were able to quickly adjust staffing levels on demand in response to changes in call volume.
This meant the call centre was able to handle high call volumes without having to hire additional full-time employees.
They were also able to use extra team members when needed to cover illness and holidays.
5) Ongoing support
The flexible nature of the redwigwam portal (and lack of lengthy contract terms) meant the contact centre were able to keep their job adverts running on an ongoing basis, and redwigwam kept a constant stream of new workers in their worker pool.
By turning to redwigwam for flexible staffing solutions, the call centre was able to address their staffing issues and maintain high levels of customer service.
They were able to save on hiring and training costs, as well as reduce the time and effort required to manage their staffing needs.
Overall, the call centre was delighted with the results and will continue to use redwigwam's services for their flexible staffing needs.
