Rapid Scalability

Case Study

One Size Doesn't Fit all

Our Client is a recognised trade union for the UK Medical Profession.   We support them with membership retention and employment related queries through multiple channels such as inbound calls, webchat and emails.

Our client needed our support to manage increase member contact due to potential industrial action.  Working with our Client we determined that this member contact was likely to be challenging due to the backdrop of industrial action in a profession that prides itself on the service it provides to their patients.

Our Approach

We completed our standard market assessment as we find this to be crucial in determining current market trends and getting our benchmarking accurate based on the role.

 

We created a strategy, that was aligned with both our own values and that of our client.  We did this by sharing testimonial videos showcasing real experience perspectives from employees and tailored our adverts to attract the correct quality of talent.     This approach gave the candidates clear insight into the role and allowed them to make an informed decision if this was the correct role for them.

 

We analysed the top performers on the Client account assessing their employment background, demographic and the behaviours they demonstrated interacting with members, we used this to set the recruitment candidate criteria.

During the interview process, we assessed candidates against the both the identified criteria and how they would fit with both the Client’s values and the Kura culture.    We ranked the candidates by Quintile with only the top level being successful.

Providing a positive onboarding experience was a critical stage of the recruitment process. Pre-start information packs, meet and greet sessions and personalised touch points with both recruitment and management were key to the success delivery on behalf of our client.

 

The Results

Positive feedback was received from the client for the delivery of the recruitment groups with additional 10% over delivery on day 1 and 6% additional delivery into operations against initial requirements. KPI performance within the operations increase by 44% during the period.

Our Client is a recognised trade union for the UK Medical Profession.   We support them with membership retention and employment related queries through multiple channels such as inbound calls, webchat and emails.

Our client needed our support to manage increase member contact due to potential industrial action.  Working with our Client we determined that this member contact was likely to be challenging due to the backdrop of industrial action in a profession that prides itself on the service it provides to their patients.

Our Approach

We completed our standard market assessment as we find this to be crucial in determining current market trends and getting our benchmarking accurate based on the role.

 

We created a strategy, that was aligned with both our own values and that of our client.  We did this by sharing testimonial videos showcasing real experience perspectives from employees and tailored our adverts to attract the correct quality of talent.     This approach gave the candidates clear insight into the role and allowed them to make an informed decision if this was the correct role for them.

 

We analysed the top performers on the Client account assessing their employment background, demographic and the behaviours they demonstrated interacting with members, we used this to set the recruitment candidate criteria.

During the interview process, we assessed candidates against the both the identified criteria and how they would fit with both the Client’s values and the Kura culture.    We ranked the candidates by Quintile with only the top level being successful.

Providing a positive onboarding experience was a critical stage of the recruitment process. Pre-start information packs, meet and greet sessions and personalised touch points with both recruitment and management were key to the success delivery on behalf of our client.

 

The Results

Positive feedback was received from the client for the delivery of the recruitment groups with additional 10% over delivery on day 1 and 6% additional delivery into operations against initial requirements. KPI performance within the operations increase by 44% during the period.

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