The Challenge

Book Club Associates (BCA) initially approached Wise Employment, during December 2001, to provide temporary IT support staff to work a weekend shift.

Following our success with this campaign, Wise Employment established that there was a potential temporary staffing requirement for up to 320 call centre agents.

We contacted the Purchasing Department to discuss the benefits of a Master Vendor Agreement to consolidate existing supply of temporary staff and facilitate effective provision of new agents. This approach was positively received and we were asked to prepare a Discussion Document outlining the key operational and cost benefits of the agreement.

In Spring 2002 we successfully tendered to provide a Master Vendor Service. The agreement was operational from 1st August 2002, in time to launch a major recruitment campaign.

The Wise Solution

Wise Employment consulted with BCA to fully understand their requirements in terms of volume, timescales and key skill sets for the initial recruitment campaign. We then designed our action plan, which included:

- Appointment of a site-based Account Manager and Account Administrator
- Creation of an effective marketing campaign, which included local radio advertising for maximum response
- Liaison with selected suppliers to negotiate partnership agreements
- Implementation of BCA Open Days at the Wise Employment branch to provide prospective temporary staff with an overview of BCA as a company and the types of work on offer
- Design of a tailor-made telephone interview and pre-selection assessment to evaluate the candidates’ telephone communication and negotiation skills
- Use of computer-based assessment programme to test PC skills, grammar and geographical knowledge

Once the temporaries were on site, the Account Manager worked with BCA to meet their staff retention targets. Initially this involved collection and analysis of data, along with regular communication with the temporary workforce and line managers. We:

- Invested in an automated time and attendance access system to streamline site access and eradicate security issues
- Devised a specific absence reporting system, by means of a dedicated telephone line and statistical data analysis
- Produced comprehensive weekly, monthly and quarterly management reports for analysis with the BCA Management Team

To further enhance the retention of trained staff in long-term assignments, Wise Employment is now working with BCA to implement a “new deal” for BCA temporary workers. This package will offer them more security and enhanced development opportunities.

The Outcome

BCA witnessed immediate cost savings, in terms of streamlined administration and actual fees, of over £50,000 in the first year due to the consolidation of agency suppliers from thirteen to one Master Vendor.

The recruitment campaign successfully delivered the required number of suitably skilled, temporary call centre staff within agreed deadlines.

We are close to achieving staff retention targets and have reviewed selection tools for new intakes as part of our continual improvement process.