• Case Studies

    Call Center / Telecommunications


    Successful use of Recruitment Process Outsourcing (RPO) for a major call center delivers better candidate sourcing and screening and a dedicated on-site recruitment team.


    Outcome in Brief

    Superior recruitment efficiencies including:

    • Reduced cost per hire
    • Improved automation of the hiring process
    • Improved quality of hire
    • Reduced call center turnover



    The client manages a cluster of call centers operating under the umbrella of a parent company located in the western United States. They not only faced significant challenges in their hiring and retention efforts, but were also opening up a new call center and needed strong recruitment methodologies in place for its launch.

    Some of the other key hurdles included a saturated market and branding challenges involving the call centers’ reputation among the regional labor force.



    • 13,000 viable candidates sourced for individual call centers
    • 302 employment offers extended for Customer Service Representatives (CSRs) one week ahead of schedule
    • Delivered superior candidates with key problem solving abilities
    • New coordinated system put into place for scheduling of orientation and training of CSRs

    Significant recruiting results were achieved in the following areas:

    • Over-burdened internal recruitment challenges were eliminated
    • Improvement in candidate flow
    • Increase in sourcing volume
    • Increase with support through an on-site, dedicated team
    • Improved communications with both hiring managers and candidates
    • Significant automation and streamlining of processes
      Improved testing and training
    • Improved scheduling for both hiring and training



    Using a sophisticated, multi-pronged recruitment approach, Headway worked intensively with the management of the separate call centers, resulting in a unified successful sourcing program.

    To accomplish these goals, Headway utilized proprietary sourcing tools, a customized e-Recruiting technology platform, and unique social networking groups to find and attract interested and qualified candidates.

    Additionally, Headway deployed an on-site recruitment team making the hiring and on-boarding process more efficient and candidate-focused.

    Headway’s Recruitment & Talent Acquisition solution was created to integrate with and improve upon the client’s existing hiring information systems which resulted in a higher level of automation coupled with a more in-depth screening of the candidate pool.


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