PTG Case Study #1
Synopsis: One of Canada’s largest call centres needed to find ways to complete a major work order. A large number of qualified, skill-specific technical personnel needed to be sourced, screened and placed in less than 2 weeks.
Client Overview: Our client is one of the largest call centres in Canada providing telephone support services to a wide range of customers in a variety of industries worldwide.
Their client was North America’s leading integrated energy company providing energy and related services to over 5 million customers.
The Challenge: Our client has a solid reputation as a reliable call centre service provider to North America’s top companies. They were required to deliver 72 qualified personnel within a limited 2-week timeframe to support technical inbound and outbound calls.
To provide the qualified personnel in such a short time would have stretched our client’s internal recruitment capabilities to the maximum, affecting other areas of their business and having the potential to tarnish their hard-earned reputation.
The challenge lay in the time needed to recruit and place a large number of personnel in the severely limiting 2-week time frame, including:
Sourcing qualified candidates
Reference & background checks
There was the additional challenge that the end client’s personnel needs would fluctuate over time, creating the risk of overhiring and underhiring.
The PeopleToGo Solution: The client learned of PeopleToGo’s Virtual Workforce and was interested in its ability to provide consistent high quality personnel immediately. From our own database of qualified personnel PeopleToGo was able to provide the correct number of personnel to the required standard within the specific timeframe of two weeks.
The Result: As a premier provider of technical staffing, PeopleToGo delivered a demanding task on time. Our client had significant savings as a result of our virtual workforce, eliminating the need for internal recruiting. Since the personnel were under contract, the flexibility of numbers was maintained without any additional penalty. The added cost of overhiring was removed and when there was a need for more personnel, PeopleToGo was able to provide it immediately.
The project started on time and was executed more efficiently than the end client had expected. As a result of this and the scalability of their new workforce, our client became more competitive and a valued business partner.