When it comes to recruiting the best people for delivering truly exceptional customer service it can be really hard to get it right first time.
I supported this medium sized charity by completely changing the way their call centre recruited its agents. I helped them develop new vetting techniques as well as group interviews. By working alongside their management team I was able to embed the new processes and help transfer my knowledge to make sure they could continue to refine and develop this new way of recruiting.
Together we reduced staff turnover from 56% to less that 5% in 12 months.