The Problem - When a global business-to-business software services provider signed on a new client – the world's leading PC software provider – the company had only weeks to fill more than 100 contract positions for software support engineers.
The Solution - BravoTECH filled the positions in record time by recruiting qualified candidates with pinpoint accuracy. Around-the-clock interviews and a rigorous screening and testing program produced the highest ratio of hires-to-interviews the client had ever seen. Ongoing services and trouble-shooting provided by BravoTECH kept the call center fully-staffed for the duration of the software services company's contract with its client.
CASE STUDY:
Bravo 'Pulls Out All the Stops' to Help Software Services Provider Meet the Demands of a Prestigious Client
The Problem: When a global business-to-business software services provider signed on a new client -- the world's leading PC software provider - the company had only weeks to fill more than a hundred contract positions for software support engineers.
The Solution: Bravo Technical Resources filled the positions in record time by recruiting qualified candidates with pinpoint accuracy. Around-the-clock interviews and a rigorous screening and testing program produced the highest ratio of hires-to-interviews the client had ever seen. Ongoing services and trouble-shooting provided by Bravo kept the call center fully-staffed for the duration of the software services company's contract with its client.
Helping a Client Meet Urgent Requirements
A global software services provider with a large call center in Dallas needed an efficient, hard-working staffing team to meet the needs of its newest client. This wasn't just any client. It was the largest supplier of personal computer software and Internet technologies in the world. Donna Smith, then a senior support services manager, knew the software giant had the highest standards for its technical support services. "We had more than 300 software support engineers for this client alone," she said. "At one point, we needed to fill 125 new positions to meet their needs. The amount of work involved in recruiting, screening, testing, training, and managing the contract staff was huge. We knew that having the right technical staffing partner was essential to our success."
Having worked with several different staffing firms in the past, Smith and other managers at the software services firm decided that the most efficient way to meet the demands of its largest account would be to select a primary technical staffing firm to focus on that sector of its business. "Bravo became our staffing partner because they brought us the most qualified technical candidates in the shortest amount of time," Smith said. "They sensed our urgency and our need to find only the best employees. They were a resource for us in many ways -- a true partner in every sense."
It was an assignment that many staffing companies wouldn't want. Each week, the call center needed to fill dozens of positions virtually overnight. In addition to technical support experience, there were extra requirements that called for in-person interviews, skills testing, and a thorough background check before any candidate could be submitted. After only 3-5 days on the job, the new hires had to be fully trained and ready to support a full range of software systems. "The client would give us less than a week to hire and train new support people for additional volume," said Smith. "It was a challenge, but Bravo was a company that was used to providing a high level of personalized service. They worked day and night to bring in qualified candidates. They not only met our deadlines, they screened the candidates so well that we hired one in every two submitted. That is the highest percentage of hires to interviews I've seen."
One of Bravo's goals for the project was for 90 percent of their people to complete a six-month contract at the call center. "Our staff exceeded that goal through skillful recruiting, interviewing, testing and background checks," said Shirley Nash, Bravo's account representative. "In addition, our daily communications with employees helped to keep them motivated and loyal." In the end, these extra efforts paid off for everyone. 92 percent of the employees recruited by Bravo completed their contracts and continued on as full-time employees.
Tailoring Services to Special Needs
The call center's extraordinary needs called for extraordinary service from their technical staffing partner. In response, Bravo provided a wide range of special services to keep the call center fully staffed and productive. "Bravo assigned on-site recruiters to manage our contract employees, reduce turnover and take care of any issues that arose," said Smith. "Among other things, they monitored vacation time, enforced policies, kept an inventory of the equipment, and tracked worker performance. If an occasional employee was not meeting standards, a Bravo recruiter addressed it immediately. In addition, Bravo frequently coached employees to improve their performance. Overall, they were very proactive in helping us manage a large number of contract employees, always looking for ways to improve our productivity."
"Bravo was the best staffing company we could have found for this project," Smith concluded. "They were responsive, thorough, and willing to put additional resources to work for us. I'd recommend them to any company with demanding technical staffing requirements."
Bravo Succeeded By:
Being Responsive: Recruiters were available day and night to meet tight deadlines
Being Accurate: One in every two candidates submitted were hired; 92 % completed their contracts and continued on as full-time employees
Being Flexible: Bravo pulled in additional resources whenever it was necessary and feasible
Emphasizing Service: At the client's request, Bravo managed a wide range of personnel issues, including tracking productivity and quality and providing ongoing training to reduce turnover.