Virtual Assessments for Quality Contact Centre Hires

Providing end-to-end contact centre recruitment solutions, including virtual assessment activities, to identify, assess and onboard high-performing customer service professionals.

Background

DFP has partnered with the insurance organisation since 2013, delivering temporary and permanent recruitment services across a range of workforce requirements. A key focus of the engagement has been contact centre and customer service recruitment, with campaigns supporting both office-based and remote work environments.

The organisation required a recruitment partner capable of attracting high volumes of candidates, efficiently assessing suitability and delivering quality hires for customer-facing roles operating across extended service hours.

Our Approach

DFP delivered a comprehensive end-to-end recruitment process designed to identify candidates with the capabilities required to succeed in customer service and contact centre environments.

Key activities included:

• Multi-channel sourcing.

• Resume review and evaluation

• Virtual delivery of contact centre assessments and one-way video interviewing.

• Completion of reference checks, police and financial clearances.

• Candidate communication and feedback throughout the recruitment process.

• Management of onboarding documentation and compliance requirements.

Outcomes

DFP's end-to-end recruitment approach enabled the efficient management of contact centre recruitment requirements while maintaining a strong focus on candidate quality, assessment rigour and candidate experience:

• Successful delivery of multiple contact centre recruitment campaigns across customer service, sales, membership and specialist roles.

• Management of campaigns attracting over 2,000 applications for a single recruitment process.

• Delivery of virtual assessment activities, including one-way video interviews and contact centre assessments, to efficiently evaluate candidate suitability.

• Candidates progressed through structured screening, assessment and interview stages to identify suitable talent.

• Recruitment outcomes delivered across customer service, sales, membership and specialist contact centre roles.

• Trusted recruitment partnership spanning more than a decade and multiple contract renewals.