We received a call from one of our clients regarding the need for outsourced help desk services for their internal staff and administrators. The client, a government agency, had a small help desk staff, but long wait times and high call abandonment rates were affecting their relationships with outside departments.
DSG assigned several call center agents to our client’s project to assist during periods of high call volume. As a result, not only did wait times and abandonment rates improve, but overall customer satisfaction improved both internally and externally.
During a crisis, such as a weather or personal emergency, clients often require outsourced call center support services to handle the influx of calls from members of the community.
DSG is prepared to provide 24/7/365 call center support for communities during a weather crisis, or other crises occur and the city government is not able to provide residents with call center assistance.
We received a call from one of our clients concerning customer service training and our temporary staff. The client, a call center, believed that our staff could benefit from customer service training based on the real world scenarios and issues faced while answering consumer phone calls. Although Diversity Search Group ensures that our temporary staff members are adequately trained for their positions, in some cases, the client requires a set of specialized skills that are realized only after the first day of hire.
To meet the skill demands of our client, Diversity Search Group devised a plan to ensure that our staff was properly trained to handle the volume and issues of the call center. In conjunction with our client, a skills integration timeline was established, which included a customer service training component that addressed the needed skills.
Using the scenarios and situations outlined by the client, Diversity Search Group retrained the staff to effectively and efficiently handle incoming calls to the call center.
After the retraining, Diversity Search Group remained in contact with the client to ensure that the training was adequate and that no additional training was needed. In addition to resolving the customer service training issue, Diversity Search Group was able to use the information gathered to reformulate its own customer service training program to meet the needs of other client call centers.
Diversity Search Group placed a highly qualified candidate in a position with an organization. The Candidate resigned the position in order to move out of country with their spouse. The organization needed to backfill the position. The organization contacted Diversity Search Group to identify a solution to a ‘placed candidate who has relocated’.
Diversity Search Group’s generous guarantees for candidate placement in contract and direct-hire jobs offered flexibility in meeting an organization’s unique needs. While Diversity Search Group boasts a 95% success ratio for direct-hire placements, a small portion of client-candidate matches may “fall off” for a variety of unique reasons. For this particular client, the original candidate that the Diversity Search Group recruiters placed in a Diversity Manager position relocated, leaving the role open after only 10 months. Determined to fill the position once more, the firm sought Diversity Search Group's assistance. The timeframe that the original placement worked fell outside of Diversity Search Group's contractual guarantees; however, through the team's dedication to core values and commitment to doing the right thing in every situation, the Diversity Search Group staffing team assisted in recruiting for the position a second time, finding another suitable candidate through the company's extended referral network. Knowing the match was a solid one, Diversity Search Group's offered the client a lengthy extended guarantee for the new placement to ensure total satisfaction.
The candidate accepted employment with the client and maintains her Diversity Manager role. The firm consistently expresses how instrumental Diversity Search Group was in finding the right person by truly listening to their needs and offering tremendous flexibility in the fees and guarantees.
Diversity Search Group's exceptional communication skills allowed for a true understanding of what a client wanted in a candidate and what a candidate wanted in an employer.
While many staffing companies provide clients with employees to fill contract and direct-hire jobs, not all can deliver exactly what a client is looking for. This corporate client worked with another staffing agency for several months to fill a Director-level position without success.
The client received more than 70 resumes for the open position from their own recruiting efforts, but after a series of initial interviews, none of the applicants seemed to be the right fit. The other agency simultaneously sent them many candidates but none of them matched the client's search criteria. The client then enlisted the help of Diversity Search Group.
The Diversity Search Group's recruiting team met with the client in person to discuss what type of candidate was needed to fill the position. The goal was to understand with complete confidence what the client was seeking. Based on detailed conversations, the Diversity Search Group recruitment team created a job description and a candidate criteria profile and presented six resumes to the client that represented candidates who were thoroughly screened and matched based on skill set and cultural fit.
The client interviewed three of the six candidates, and two of them were asked back for a second round of interviews. In the end, one candidate was deemed a perfect fit for the original position. The company was so impressed with the “runner up” candidate, she was offered another role within the organization. Diversity Search Group's has since worked with this client to staff a number of other jobs and anticipates a long-standing relationship with the client over time. Excellent listening skills, hands on communication and developing a candidate profile contributed to the success of these placements.