Summary When a national credit union service organization needed a rapid influx of contact center talent, they quickly became overwhelmed. Between interviewing, onboarding, and employee engagement, the internal talent acquisition team couldn’t keep up. Tential came forward with a direct hire strategy designed to reduce internal burden and gain control over high attrition rates.
The Challenge Our client faced a perfect storm of hiring hardships: time constraints, three national locations, a swamped team, and an underperforming supplier. Not to mention, the pandemic introduced a remote work wildcard, requiring constant flexibility to accommodate different modalities for each hired class of trainees. Their temp-to-perm talent strategy proved inadequate to bring on more than 150 member and card services representatives in a few short months.
The Solution Tential’s
Talent Solutions kicked off with consultative discovery, resulting in a customized sourcing plan for each location. It also led to several essential recommendations:
- Shift immediately to a direct hire approach
- Realign pay rates to reflect market standards
- Offer a sizeable 61-day bonus to boost retention
- Institutionalize a coordinated nurture campaign
- Structure the fee schedule to reflect shared risk
After a proof-of-concept period, Tential took over the interviewing process completely, enabling the client team to focus on mission-critical tasks. Based on our effectiveness at matching candidates to the ideal candidate profile, Tential was quickly given the green light to make hiring decisions directly. A quick note about communication: the project’s success was linked intrinsically to a proactive and dynamic feedback loop.
Additionally, Tential partnered with the client’s HR team to develop and deploy a streamlined onboarding process, stepping in to manage important checkpoints. The Tential team served as a liaison between new hires and client managers, boosting engagement and identifying issues before they arose.
The Results
Tential Talent Solutions introduced consistency and composure to a chaotic hiring situation. It also produced dramatic results:
- 150+ hires in 90 days across AZ, FL, and MI
- 75% retention after 30 days, a 50% improvement
- 6 classes onboarded, most fully remote following 3 weeks of on-site training
Today, Tential continues to serve as a valued customer service solutions provider, with ongoing engagements across multiple departments.
Callout:
Reliability and responsiveness builds a truly collaborative partnership, a hallmark of Tential’s Talent Solutions.
