HBOS Retail Contact Centre
Barkers Resourcing tendered and were successful in managing the recruitment process and delivery of HBOS Retail Contact Centre (RCCs) recruitment. In March 2006 we ran a pilot for the RCCs across two sites in Leeds and Sheffield. During this time we managed all aspects of the recruitment cycle from setting up the vacancy up to, and including, offer stage.
This pilot was extremely successful and in August 2006 Barkers Resourcing took over the management of the whole RCC estate which covers 9 Contact Centres across the UK and involves the management of up to 2500 vacancies across the year.
Methodology
Since Barkers Resourcing began working with HBOS RCCs we have remapped the recruitment process in order to minimise the time to hire and ensure the most positive candidate experience. The throughputs at every stage in the process have improved significantly. For example, the level of “show” at assessment has moved from 35% in some centres through to 75%+ across all centres. In addition the quality of candidate has increased significantly with over 50% of candidates across the estate being conditionally offered a job following assessment centre.
We work very closely with our client to ensure that this large, complex contract benefits from detailed planning yet is flexible enough to accommodate the multiple changes that are inevitable with such a demand.
As part of this project it was essential to manage the volumes of applications with an Applicant Tracking System (ATS). Barkers Resourcing have scoped and implemented an online system that provides extensive management information and manages both online and offline applications within one database. The Management Information functionality has been key in both the attraction planning and the management of their candidate pipeline.
Our in-house Occupational Psychologist has reviewed the selection tools and continues to work with HBOS to ensure that a robust process, providing great predictive validity, is in place.
Our service scope is extensive and includes: candidate management throughout the process; delivery of telephone interview; assessor provision at selection event; full project management and creation of management information; liaison with the attraction suppliers; management of the online candidate management system; offline telephone response matching the online process etc.
This is an ongoing project and we are now embarking on analysing their attrition to inform future recruitment strategies. The relationship Barkers Resourcing has with HBOS is based purely on ‘partnership’.
Measurable Outcomes
Over the last 14 months Barkers Resourcing have:
- Scoped and implemented an online system
- Increased the number of online applications
- Decreased the time to hire
- Improved the quality of candidates
- Increased the % throughput at every stage
- Working to a cost per start of £647 (excluding attraction)