The Challenge
The premier national trade association serving America's credit unions was looking for a new location to launch a state-of-the-art customer care center. The company was considering multiple locations and was in the midst of viewing presentations by local economic development councils. In Fort Worth, Texas, Pro Staff was asked by the city to present local demographic and employment information. As a result of this presentation, the client shortlisted its locations and ultimately chose the one represented by Pro Staff. In addition, it selected Pro Staff as its exclusive staffing partner for the new site.
Now that the location was set, the company needed qualified, experienced professionals for a variety of areas – customer service, administrative, finance, and operations among them – in 60 days. It also needed a full time management team up and running to lead this effort.
All of this was to be done in a new market, with short lead time and no office space because the new location wasn’t ready for occupation.
The Action Plan
The Pro Staff team initially had proven their knowledge of the employment climate; now they were able to demonstrate their ability to deliver results. With limited ramp up time, Pro Staff:
- Researched and developed a screening and interviewing process specific to the customer’s needs
- Provided space for the customer to interview and work while the company’s office space was being completed
- Dedicated six people to service the account and utilized Pro Staff’s corporate shared services resources for additional support
- Accessed existing internal networks and external resources to immediately begin hiring entry and mid-level employees
- Strategically sourced the entire local management team
The Results
Within 60 days Pro Staff qualified and hired 75 product administrators, claims representatives, and contact center professionals, and hired another 70 senior management team leads and supervisors. Because Pro Staff had a solid reputation in the area, they successfully recruited qualified talent with no client site yet built and no client presence in the market. Experience, reputation and networking allowed Pro Staff to hire the most qualified professionals available. The company met its goals and opened its doors on schedule, under budget and fully staffed.