The Challenge
When one of the largest North American prescription benefits management companies acquired a Department of Defense (DoD) government contract, it found itself in need of a large number of new staff, in a new city, in very little time. A newly built call center needed to seat 400 trained employees in fewer than four months.
- The new call center was in a city in which the company had not operated before the contract was awarded
- The multi-year, multi-million dollar contract was overwhelming the existing staff in every department across the company
- The new call center employees needed to be qualified, tested, trained and ready to work immediately
- The current internal staff needed to be trained to take over the interview and hiring process once the initial ramp up was complete
Pro Staff was selected to manage this time sensitive project because of its reputation with the client, having carried out other projects quickly, getting the jobs done under budget, and enabling the client to continue on its own after completion of the work.
The Action Plan
Pro Staff fully planned, implemented and managed the entire recruiting process, allowing the client to focus on other key priorities related to the new contract. Pro Staff had dedicated, experienced, project team resources in place at the new facility to begin the process within 72 hours.
Sourcing – through its expansive network of advertising and recruiting sources, Pro Staff began hosting open houses and on-site job fairs
Qualifying – screening, interviewing, testing, and training was conducted on-line, via telephone, and in-person
Compliance – completion of critical hiring information compliance : W4, I9, drug testing, criminal background, education, and work experience verification
- ensuring the client of a consistent and fair hiring process, typically a concern and key requirement of government contracts
- providing all key metrics and reporting as required by the DoD contract
Customized Services and Processes - By listening to the customer and really understanding its needs, Pro Staff developed many specific services, including:
- Customized behavioral interviewing training delivered in small group sessions with the client’s supervisors and managers
- Streamlined process flow charts and applicant tracking system
- Performance based pricing with financial rewards for exceptional results and penalties for under performance
The Results
Coming in under-budget and on-time, Pro Staff successfully hired all 400 call center representatives. As a direct result of Pro Staff’s performance and results during this unique project, the company successfully met all its first phase commitments for its multi-year, multi-million dollar contract with the DoD. One year later, 93% of the originally hired call center representatives were still working for the company.