Building A New Multilingual Service Centre During Lockdown
Xplor, a global leader in the provision of enterprise software, payments and commerce-enabling solutions for the health & fitness industry, selected Newcastle city centre as the location for its brand-new European multilingual customer service operation.
greenbean were quickly identified as the partner of choice to help Xplor achieve its ambitious talent acquisition goals during the winter “lockdown” at the end of 2020.
Xplor needed to hire 100+ agent level candidates into multiple start dates throughout the Spring of 2021. As a new brand in the UK, this would be a significant challenge in a market which was very buoyant – with several established brands recruiting at the same time in the region.
Dedicating an experienced Account Lead who worked closely with project stakeholders from Xplor from the outset, greenbean were able to recommend a creative talent acquisition solution which would enable Xplor to establish a successful operation from day 1 via engaging attraction and selection processes – inclusive of a virtual “Bootcamp” and Onboarding Engagement Programme.
Once Team Leaders and Operations Managers were hired into the Service Centre, they began to take part in the Bootcamps, observing group and individual tasks and assessing for the right behaviours and culture fit against the values-based Assessment Matrix. greenbean led the wash ups immediately after each Bootcamp, ensuring a consistent approach throughout and an always fair and inclusive outcome.
The Results So Far
The process has been adopted by Xplor as a long term sustainable resourcing model which has not only delivered the volumes required – into an unknown brand in the North East- but one that has never compromised on quality. This is evidenced by low early attrition rates and high quality scores across both candidate and hiring manager population.
So far we have overseen 3501 applications, 1663 pre-screens, 856 video interviews, 12 bootcamps and 92 onboarded.
Find out more
Why do I need RPO?
Rethink the way you recruit, optimise your approach to hiring talent and keep abreast of the latest tools and legislation.
How will it benefit me?
Measurement is intrinsic to the success of our work, demonstrating what works and where to improve, while informing future approach to resourcing processes and strategy.
“Whilst this was a project of many moving parts, for me it was flawlessly delivered by the greenbean team.”
Head Of Talent Acquisition
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