Cordant Contact Centre Overview (1)

Contact Centre

Providing Qualified Professionals Be Exceptional

Contact Centre

About us

Our Approach

Recruitment Process

Compliance

Management Information

Support

Our Clients

Contact

Our specialist contact centre recruitment division has a 21 year proven track record in the supply of permanent, contract and temporary positions. Our national network enables us to cover every facet of recruitment needs within the contact centre industry.

Industries we serve:

About us

About us | Our Approach | Recruitment Process | Compliance | Management Information | Support | Our Clients | Contact

Contact Centre

• Telecommunications

• Banking and finance

• Insurance

• Ecommerce

• Entertainment

• Claims Management

• Travel

• Retail

• Utilities

We understand that the contact centre is the hub of many organisations. You can drive revenue, improve customer experience and increase sales by being more than just a customer service division.

We aim to provide the right solution and the best candidates for your requirements, from on-site to tailor-made solutions and

temporary to permanent workers. We will:

Create a bespoke solution tailor-made to your requirements. Provide national coverage, specialist hubs or on-site recruitment facilities to meet your needs.

Optimise your workforce. Help to improve productivity and reduce costs and react quickly to your needs.

Implement the best processes for you. Create bespoke training, attendance and performance-checking relevant to your business.

Stay compliant. Our in-house compliance team keep ahead of legislation and allow us to react in a short space of time.

Our Approach


Contact Centre

Contact centres vary in tasks, sectors and culture, and we aim to provide the best trained, most reliable and most cost competitive workforce.

We focus on key areas of a candidate’s application and interview, ensuring they have the right

attitude to provide customer service-focused support, as well as the flexibility, commitment,

personality and attention to detail needed to do the best job possible.

Our clients benefit from our best-in-class candidate database, which has continually grown

and developed via our rigorous recruitment process. Our system averages an upload of 2,400

CVs per week and has the capability to automatically allocate them to our clients’ latest

recruitment requirements. We react to demands in volume by utilising our up-to-date database

of candidates.

• Every year we fill over 6000 roles within contact centres

• Every year we have over 5000 candidates register

• Every month we secure roles for at least 300 people

Our Approach


Contact Centre

Having worked with clients in the entertainment sector for many years we understand that working in this industry is no longer just about your customer service experience. As the sector changes, we adapt our interview and assessment techniques to ensure our candidates are the perfect match for you.

We also understand this varies from business to business, so we work with you to determine who your ideal employee would be (from

experience to personality) and integrate your requirements into our skills checking.

Those in this industry are managing much more than customer service in today’s contact centre market. They manage customer

experience, solve real business issues and are increasingly drawing on creative, technical and entrepreneurial skills to manage

relationships and projects.

For example in the entertainment sector we often look for:

Recruitment ProcessSkills Analysis


Contact Centre

• Finely-tuned customer service skills

• Good all-round IT skills

• Sensitivity and integrity yet assertive at the same time

• Good attention to detail

• A logical approach to problem solving

• Commercial awareness and interest in products and services of the entertainment sector

• Ability to work on your own initiative as well as a team

Recruitment Process

Thoroughassessment of client

requirements

Skill and role specification

Workforce Planning

Assessment Sourcing Screening

Access to Groupcandidate database

of 300,000

Tailoredapplicant vetting

Fulfilment

Ensuring positiveapplicant journey

Ongoing processmanagement and

reporting

Defined onboarding process

Candidate skilland culture analysis

In-depth interview /Assessment Centre

Candidateattraction strategy

Social mediaintegration -

passive candidate

F

tin

Contact Centre


Our recruitment process encompasses all the regulatory requirements necessary to comply with legislation, mitigating the risk of legal exposure for our clients, providing assurance and peace of mind.

Our registration process includes:

The registration process is also supported by our software system, which prohibits the progression of a

candidate until the adequate legislation checks have been verified.

We can provide fully integrated online time and attendance systems, and manage staff attendance or

performance issues.

Compliance Best in Class

Eligibility to Work Checks

•IDcard

•Passport

•VisaChecks

•NationalInsurance

•ProofofUKaddress

•BirthCertificate

Advanced Checks

•DisclosureandBarringServices

•EmployerReferences

•CreditCheck


Contact Centre

We value diversity and inclusion within our recruitment process. We comply with equal employment policies and procedures, to ensure recruitment for our clients is: equal and fair, also candidates are not discriminated against on the grounds of age, sex or ethnicity and applicantshavetherighttoworkintheUK.

Compliance StrengthinDiversity

Contact Centre

Legislation•TheEqualityAct2010

•TheImmigration,AsylumandNationalityAct2006

•DisclosureandBarringService

•NationalMinimumWage

•SafeguardingChildrenandVulnerableAdults

•DataProtectionAct1998

•AgencyWorkersRegulations

•RehabilitationofOffendersAct1974

Compliance Check List•EligibilitytoworkintheUK

•VettingandScreening

•CompliancewithAWR

•Candidatedocumentationup-to-date

•Timeandattendancesystem


Management Information

Our easy to use online portal is a robust back office system, which automatically generates timesheets and invoices, and provides management information reports, which can be tailored to clients’ specific needs.

1 Online ordering

2 Vacancy control

3 Candidate submission & review

4 Electronic timesheets

5 Online authorisation

6 Supplier & agency management

7 Tier management

8 Contract control

9 Rates management

10 Compliance

11 Communication platform

12 Job board & career portals

13 Management information

14 Invoice & self billing

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INVOICE & SELF BILLING

MA

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GEM

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IN

FORMATION

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3

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A true end to end recruitment process management solution


Contact Centre

Our Support

Client

Regional Resourcing Teams

HR Team

Payroll Team

Compliance Team

Health & Safety Team

Account Manager On-site ClientBusiness Service Manager

Our account managers are supported by a team of experienced recruitment professionals specialising in sourcing, legislative compliance, and health and safety regulations.

We can provide on-site managed services or a

dedicated account manager, both offering tailor-

made support.

•DedicatedAccountManagerwithon-sitesupportifrequired

•Regularservicereviews/KPIManagement

•Complianceandeligibilitymanagement,supportandadvice

•Specialistpayrollteams

•Clientandskill-specificavailability

•Resourcemanagement

•Marketintelligenceandreporting

•Fullprojectlifecyclesupport


Contact Centre

Our SupportHelping to overcome your challenges

Technology We understand that customers are demanding more from their contact centres due to a continued focus on multiple channel

customer service. With more and more centres focused on cloud-based or technology-driven solutions, we continue to

develop our candidates’ knowledge and experience in this field, moving beyond traditional contact centre channels.

Operating efficiently As budgets are ever decreasing, we will continue to work with you to drive operational e�ciency and cost savings

in your sector by supporting you with retention and development of your teams. Our on-site, tailor-made solutions

mean we become a vital part of your human resources and recruitment teams, handling all recruitment issues from

compliance to attendance and performance issues, and taking the stress away from you.

Labour turnover We work with you to ensure your agents have the right skills in place and the drive to develop. We source employees

with the right personalities and skills that can cope with the demand of a contact centre role. The most suitable

candidates will be more engaged, will perform better and will ultimately help to improve your sta� turnover.

Developing staff We work with you to identify the skills you need from your teams whilst supporting the development of your current

workforce as the contact centre market develops.

Contact Centre


We work with organisations to increase the quality and speed of recruitment by integrating best practices and resource planning to deliver an efficient and productive workforce.

Wehavesuppliedskilledprofessionalsforover18yearstoawiderangeofrecognisableblue

chip organisations.

Our Clients


Contact Centre

• Carphone Warehouse

• Direct Line Group

• Webhelp Tsc

• Reactiv

• Morrison Utility Services

• Lloyds

• DHL

• Damart

• UK Asset Resolution

We work in partnership with our clients, taking time to develop an in-depth understanding of the way they operate and the roles they need to fulfil, so that we can react quickly to provide the most suitable solution for their requirements.

For more information about our services, and process please contact any of the following:

Cordant Contact Centre Recruitment, part of a £550m recruitment business, is recognised nationally as one of the fastest growing agencies intheUK.Sinceourinceptionin1992,wehavebecomefirmlyestablishedastheagencyofchoiceforawiderangeofcandidatesandclientsnationwide.

Alisa Townend Business Director 07801 985 750

[email protected]

Amanda Turton Corporate Sales 01484 699 062

[email protected]

Elizabeth Misko Executive Roles 01484 905 000

[email protected]

North West Lynette Wilson 0161 831 1608

[email protected]

North East & Yorkshire Nicola Burgin 01484 467 777

[email protected]

South & Midlands Ceri Hayes 01621 856 666

[email protected]

Visit Us: www.cordantrecruitment.com

Technical & Engineering:NUCLEAR

Contact Centre


Cordant Contact Centre Overview (1)

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