LaSalle Network

Challenge

Our client, the nation’s leading automated renter of DVDs, scheduled a company-wide training event the first week of September 2009. Ninety percent of the company’s staff was scheduled to take part in a four-day training session in Las Vegas. The majority of the employees attending training were customer service representatives who staff the call center from 7:00 A.M. to 1:00 A.M., seven days a week. Staging a training event this size required our client to explore ways to cover all of their customer service call center needs from 7:00 A.M. to 1:00 A.M. while the vast majority of their customer service representatives were in training.

Identify – Customer service representatives available to work a variety of part-time and full-time shifts
Qualify – Candidates who would pass a criminal and education check
Deliver – Over 300 new hires who could start within three weeks

Solutions

LaSalle Network developed a specific sourcing and recruitment strategy for our client’s high volume need.

The recruitment strategy consisted of the following:

• Job Fairs – LaSalle Network hosted numerous job fairs around the Chicagoland area to gain access to a high volume of qualified candidates in a short time-frame.
• Skills Testing – LaSalle Network tested all candidates on a Web-based system called ProveIt!, which is the leading online tutorial and testing system. ProveIt! has the ability to gain another layer of insight into a candidate’s skill set and background. It’s accessible from any computer with Internet access, and all of our locations have a testing center that can test on over 10,000 different skills.
• Tailored Execution Plan – LaSalle’s Executive Management Team created a companywide strategy, reevaluated and adjusted weekly, designed to exceed the anticipated staffing needs. Every LaSalle Network employee played a role to reach our goal by calling new and existing candidates in our applicant tracking system, interviewing candidates, checking references or creating marketing materials. In addition to full-time staff, we added additional support staff to increase the number of candidates we could qualify, interview and place.

Results

LaSalle Network took on the challenge of identifying over 300 project Field Employees who could work a variety of different shifts. LaSalle Network’s specialized execution plan enabled LaSalle to successfully staff and manages our client’s call center needs while maintaining over 95% customer service levels throughout the entire project.

LaSalle Network’s teamwork, innovative thinking and open client communication allowed LaSalle to successfully build our client’s call center to over 300 call center representatives in a short period of time.