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Financial Services Case Study

Challenge

Financial Services client needed 60 Call Center Representatives to work on a 20-week project to manage volume calls due to a drop in rates. They were partnering with two firms; however, neither were able to quickly identify & screen the talent they needed to meet their needs.

Solution

The Aspire Team met with key stakeholders and identified the pain points and reasons behind the lag in staffing. The key areas of challenge were: slow response time from hiring manages on candidate submittals, pay rates were out of scope by market and candidates weren’t staying on assignment longer than 30 days.

Result

Aspire set an expected timeline for candidate feedback, established pay rate increases based on marketplace, and created 90-day retention bonuses along with a QCP to monitor performance management and obtain feedback. This resulted in a 94.3% fill ratio and increased retention by 20% within the first 90 days. The client extended the partnership beyond the initial 20-week project timeline due to the huge success factors.

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