Supporting Tesco Bank contact centre through period of peak call volumes
Several concurrent financial services legislative changes resulted in a sudden peak in call volumes at Tesco Bank. An urgent requirement for 45 additional heads was required on a temporary basis to ensure that service levels were maintained. All candidates are to be fully compliant within a 2-week lead time.
The Scope
An initial 45 temporary Customer Service/Data Administrators with Credit Check, CIFAS and Disclosure Scotland clearance with a 2-week lead time to the start date
The Solution
Dual-branded attraction campaign design and management
Implementation of compliance and vetting team
Mobilised fully account-managed solution including on-site presence
Day-to-day temp management and line manager support
The Result
100% fulfilment and compliance
Due to the success of the initial project, we were awarded preferred supplier status for the temporary workforce for the Newcastle site
We placed in excess of 150 temporary hires across Newcastle and Glasgow sites within a 12-month period- supporting FCA-led projects ranging from PPI to Persistent Debt as well as supplementing the permanent hiring model
“Within 1 week the Greenbean team had sourced, interviewed, assessed and secured potential candidates in preparation for their start date. New candidates joined with clear expectations of the business and role, the calibre was exceptional, and the candidates supplied have been an asset to our business area during our most vulnerable time due to excessive customer demand. Greenbean work exceptionally close to us and are always available for support and guidance where necessary”
Operations Manager - Tesco Bank
Why do I need a specialist contact centre recruitment partner?
You may have a high-performing talent acquisition team however there may be times such as a new product launch, legislative changes, or unplanned external factors when you need to bolster your internal resources. Having a strong relationship with a specialist contact centre recruitment partner enables you to quickly mobilise additional resources to mitigate any risk to service delivery. Greenbean appreciates the need to establish a low-risk and robust solution that dovetails with your direct model without compromising on the quality of hire, or the candidate experience.
