Contact Centre. Providing Qualified Professionals. Be Well Connected

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1 Providing Qualified Professionals

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

3 About us 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: Telecommunications Banking and finance Insurance Ecommerce Entertainment Claims Management Travel Retail Utilities

4 Our Approach 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.

5 Our Approach 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

6 Recruitment Process Skills Analysis 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: 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

7 Recruitment Process Assessment Sourcing Screening Fulfilment Thorough assessment of client requirements Access to Group candidate database of 300,000 Tailored applicant vetting Ensuring positive applicant journey Skill and role specification Workforce Planning Candidate attraction strategy In-depth interview / Assessment Centre Ongoing process management and reporting F in t Social media integration - passive candidate Candidate skill and culture analysis Defined on boarding process

8 Compliance Best in Class 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: Eligibility to Work Checks ID card Passport Visa Checks National Insurance Proof of UK address Birth Certificate Advanced Checks Disclosure and Barring Services Employer References Credit Check 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.

9 Compliance Strength in Diversity 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 applicants have the right to work in the UK. Legislation The Equality Act 2010 The Immigration, Asylum and Nationality Act 2006 Disclosure and Barring Service National Minimum Wage Safeguarding Children and Vulnerable Adults Data Protection Act 1998 Agency Workers Regulations Rehabilitation of Offenders Act 1974 Compliance Check List Eligibility to work in the UK Vetting and Screening Compliance with AWR Candidate documentation up-to-date Time and attendance system

10 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. A true end to end recruitment process management solution MANAGEMENT INFORMATION 1 2 SEAMLESS INTEGRATION Online ordering 2 Vacancy control 3 Candidate submission & review 4 Electronic timesheets 8 Contract control 9 Rates management 10 Compliance 11 Communication platform 10 INVOICE & SELF BILLING Online authorisation 6 Supplier & agency management 12 Job board & career portals 13 Management information Tier management 14 Invoice & self billing

11 Our Support Client Account Manager On-site Client Business Service Manager Regional Resourcing Teams Compliance Team HR Team Health & Safety Team Payroll Team Our account managers are supported by a team of experienced recruitment professionals specialising in sourcing, legislative compliance, and health and safety regulations. Dedicated Account Manager with on-site support if required Regular service reviews / KPI Management Compliance and eligibility management, support and advice Specialist payroll teams Client and skill-specific availability Resource management Market intelligence and reporting Full project lifecycle support We can provide on-site managed services or a dedicated account manager, both offering tailormade support.

12 Our Support Helping 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 efficiency 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 staff 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.

13 Our Clients 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. We have supplied skilled contact centre professionals for over 18 years in a wide range of blue chip organisations. We are the preferred supplier for a number of household names across a variety of industries. Our team ensure the correct fit for every hire by working with team members from procurement and HR to Hiring Managers and Team Leaders. Our plan for the coming year is to add more instantly recognisable names to our client base.

14 Technical Contact & Engineering: Centre NUCLEAR 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: Alisa Townend Business Director Simone Johnson Corporate Sales (South) Morigan Wilson Corporate Sales (North) Elizabeth Misko Executive Roles North West Lynette Wilson-McIlvain North East & Yorkshire Nicola Burgin South & Midlands Ceri Hayes Cordant Contact Centre Recruitment, part of a 550m recruitment business, is recognised nationally as one of the fastest growing agencies in the UK. Since our inception in 1992, we have become firmly established as the agency of choice for a wide range of candidates and clients nationwide. Visit Us: