The benefits of building an engaged contact centre workforce are undeniable. Research shows that engaged contact centre agents are:
- 8.5 times more likely to stay than leave within a year
- Four times more likely to stay than dissatisfied colleagues
- 16 times more likely to refer friends to their company
- 3.3 times more likely to feel extremely empowered to resolve customer issues
But that’s not all. Happy employees are also 12% more productive, making your workforce more efficient and boosting your bottom line.
That’s why we’re so passionate about helping our clients develop engaged teams. You’re happy because you’re seeing better results – and that makes us happy too!
But how do we do it?
By doing what we do best: using our skill as recruiters to find candidates who are a perfect cultural fit for your contact centre. By recruiting the right people, you’re more likely to enjoy the benefits of an engaged workforce – better retention, reduced attrition, and higher productivity.
With more than 25 years of experience partnering with some of the biggest employers in South Wales, the pure recruitment team has unparalleled knowledge of the contact centre industry. It’s allowed us to build a step-by-step approach to sourcing and placing candidates whose personal values and behaviours are firmly aligned with yours:
Step 1: Understanding our clients
It all begins with an open and honest conversation with our clients. To find the right candidates for your contact centre, we start with a deep dive into your company. It’s vital that we understand:
- Your values and behaviours
- Your size and position in the market
- Your vision and goals
- How you plan to achieve your objectives
For example, let’s say you’re looking to scale and grow. You have a startup culture, where adaptability and open communication are key. We would seek out candidates who are ambitious, resilient, and thrive in a fast-paced environment.
Step 2: Building a transparent, honest relationship
For our partnership to deliver the best results – in other words, finding candidates who buy into and enhance your workplace culture – it’s important that we work transparently.
We thrive on honesty. All of our current clients treat us like an extension of their HR team, rather than an external agency.
If you’re open with us, we’ll be there for you when you need us most by being contactable, cooperative, and conducting our daily business with transparency and integrity.
Step 3: Presenting your culture to candidates
Next, we need to package your culture in a way that makes it attractive to the right candidates. There are hundreds of contact centres in South Wales, employing tens of thousands of people – why should the best talent choose you over a rival?
We’re not just talking about workplace perks here. Pool tables and beer fridges are a nice bonus, but only if your culture is already in the right place.
It’s far more important to build a positive, supportive working environment that encourages progression and rewards great results.
Step 4: Asking candidates the right questions
Of course, this process isn’t a one-way street.
Candidates need to be persuaded that your culture is attractive, but they also need to demonstrate a clear affinity for the values and behaviours that you want to encourage.
With our extensive experience of both internal and external recruitment – having worked for large agencies, in-house teams, and with RPO solutions – we know how to ask the right questions to find candidates who add value and fit seamlessly into your contact centre.