Recruiting Case Study

Attracting the Right Talent Drives Client Success

How Working Solutions Meets Client Demands with Tailored Recruitment Strategies

Measuring Recruitment Effectiveness 

Performance Stats Showcasing Our Talent Acquisition Success

300+

Agents at the Ready

In just 8 weeks, 300 agents were onboarded, trained and ready to assist.

↑13.8%

Service Levels

With staffing needs met, overall service levels increased 13.8% compared to previous BPO provider.

96%

Overall Quality

Average overall quality score in Q2 2024, 6% above client's standard, reflects strategic recruitment and operational excellence.

 

Understanding
Client Needs

A leading automotive technology service provider encountered significant challenges within its outsourced customer service operations, posing a threat to their overall customer experience (CX). Recognizing the urgency and importance of addressing these issues, the client sought the expertise of Working Solutions. Through this strategic partnership, they aimed to not only resolve their immediate operational difficulties but also elevate their customer service standards to new heights.

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Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

Key Pain Points to Address

Prior to partnering with Working Solutions, the client encountered significant hurdles with their previous CX outsourcing provider.

Staffing Shortages

Inability to maintain adequate staffing levels
Staffing Shortages

Quality Management Issues

Difficulty in ensuring high-quality service consistently.
Quality Management Issues

Critical Emergency Handlings

Essential need for adept handling of emergency scenarios, such as vehicle accidents.
Critical Emergency Handlings

These issues highlighted the need for a more reliable and proficient solution to improve their customer service experience.

Strategic Solutions for Recruiting Challenges

Working Solutions partnered with the client to build an ideal agent profile focused on brand familiarity, cultural fit, relevant experience, and bilingual fluency, including localized language dialects. 

With the ideal agent profile in mind, Working Solutions developed targeted recruitment strategies to attract new, qualified applicants while also leveraging its existing network of over 150,000 agents. This tailored approach addressed the client's previous challenges and ensured that well-qualified agents were onboarded to meet their needs.

Targeted Keyword Strategy

Incorporated skill- and language-specific keywords and targeting across recruitment channels to reach candidates with the required expertise.

Unique Marketing Materials

Created unique recruitment marketing materials to raise awareness and attract applicants, including assets with headlines and calls-to-action in French and Spanish, emphasizing the need for bilingual agents.

Specialized Recruitment Channels

Tapped into specialized recruitment channels that natively target audiences with ideal skill sets.

Language Fluency Evaluations

In addition to general assessments and profile reviews, applicants for bilingual support roles also completed language fluency tests with fluent speakers to ensure quality.

Impact on Client Success 

The collaboration yielded exceptional results, resolving the client's staffing shortages experienced with other outsourcing vendors. Within eight weeks, Working Solutions efficiently recruited, onboarded, and trained over 300 agents. This swift implementation enhanced customer support performance, resulting in higher service levels, faster ticket handling times, and quicker issue resolutions, ultimately satisfying both customers and the client.

The partnership continues to thrive, with Working Solutions meeting recruiting demands by attracting over 13,000 applicants, including more than 6,000 for French- and Spanish-language customer support roles, ensuring the ability to select only the best-of-the-best candidates.

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Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.