2. Contact Centre
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Our Approach
Recruitment Process
Compliance
Management Information
Support
Our Clients
Contact
3. Our specialist contact centre recruitment division has a 21 year proven
track record in the supply of permanent, contract and temporary positions.
Our national network enables us to cover every facet of recruitment needs
within the contact centre industry.
Industries we serve:
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Contact Centre
• Telecommunications
• Banking and finance
• Insurance
• Ecommerce
• Entertainment
• Claims Management
• Travel
• Retail
• Utilities
4. We understand that the contact centre is the hub of many organisations. You can
drive revenue, improve customer experience and increase sales by being more than
just a customer service division.
We aim to provide the right solution and the best candidates for your requirements, from on-site to tailor-made solutions and
temporary to permanent workers. We will:
Create a bespoke solution tailor-made to your requirements.
Provide national coverage, specialist hubs or on-site recruitment facilities to meet your needs.
Optimise your workforce.
Help to improve productivity and reduce costs and react quickly to your needs.
Implement the best processes for you.
Create bespoke training, attendance and performance-checking relevant to your business.
Stay compliant.
Our in-house compliance team keep ahead of legislation and allow us to react in a short space of time.
Our Approach
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Contact Centre
5. Contact centres vary in tasks, sectors and culture, and we
aim to provide the best trained, most reliable and most cost
competitive workforce.
We focus on key areas of a candidate’s application and interview, ensuring they have the right
attitude to provide customer service-focused support, as well as the flexibility, commitment,
personality and attention to detail needed to do the best job possible.
Our clients benefit from our best-in-class candidate database, which has continually grown
and developed via our rigorous recruitment process. Our system averages an upload of 2,400
CVs per week and has the capability to automatically allocate them to our clients’ latest
recruitment requirements. We react to demands in volume by utilising our up-to-date database
of candidates.
• Every year we fill over 6000 roles within contact centres
• Every year we have over 5000 candidates register
• Every month we secure roles for at least 300 people
Our Approach
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Contact Centre
6. Having worked with clients in the entertainment sector for many years we understand that
working in this industry is no longer just about your customer service experience. As the
sector changes, we adapt our interview and assessment techniques to ensure our candidates
are the perfect match for you.
We also understand this varies from business to business, so we work with you to determine who your ideal employee would be (from
experience to personality) and integrate your requirements into our skills checking.
Those in this industry are managing much more than customer service in today’s contact centre market. They manage customer
experience, solve real business issues and are increasingly drawing on creative, technical and entrepreneurial skills to manage
relationships and projects.
For example in the entertainment sector we often look for:
Recruitment Process
Skills Analysis
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Contact Centre
• Finely-tuned customer service skills
• Good all-round IT skills
• Sensitivity and integrity yet assertive at the same time
• Good attention to detail
• A logical approach to problem solving
• Commercial awareness and interest in products and
services of the entertainment sector
• Ability to work on your own initiative as well as a team
7. Recruitment
Process
Thorough
assessment of client
requirements
Skill and
role specification
Workforce Planning
Assessment Sourcing Screening
Access to Group
candidate database
of 300,000
Tailored
applicant vetting
Fulfilment
Ensuring positive
applicant journey
Ongoing process
management and
reporting
Defined on
boarding process
Candidate skill
and culture analysis
In-depth interview /
Assessment Centre
Candidate
attraction strategy
Social media
integration -
passive candidate
F
t
in
Contact Centre
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8. Our recruitment process encompasses all the regulatory requirements necessary to
comply with legislation, mitigating the risk of legal exposure for our clients, providing
assurance and peace of mind.
Our registration process includes:
The registration process is also supported by our software system, which prohibits the progression of a
candidate until the adequate legislation checks have been verified.
We can provide fully integrated online time and attendance systems, and manage staff attendance or
performance issues.
Compliance
Best in Class
Eligibility to Work Checks
• ID card
• Passport
• Visa Checks
• National Insurance
• Proof of UK address
• Birth Certificate
Advanced Checks
• Disclosure and Barring Services
• Employer References
• Credit Check
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Contact Centre
9. We value diversity and inclusion within our recruitment process. We
comply with equal employment policies and procedures, to ensure
recruitment for our clients is: equal and fair, also candidates are not
discriminated against on the grounds of age, sex or ethnicity and
applicants have the right to work in the UK.
Compliance
Strength in Diversity
Contact Centre
Legislation
• The Equality Act 2010
• The Immigration, Asylum and Nationality Act 2006
• Disclosure and Barring Service
• National Minimum Wage
• Safeguarding Children and Vulnerable Adults
• Data Protection Act 1998
• Agency Workers Regulations
• Rehabilitation of Offenders Act 1974
Compliance Check List
• Eligibility to work in the UK
• Vetting and Screening
• Compliance with AWR
• Candidate documentation up-to-date
• Time and attendance system
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10. Management Information
Our easy to use online portal is a robust back office
system, which automatically generates timesheets and
invoices, and provides management information reports,
which can be tailored to clients’ specific needs.
1 Online ordering
2 Vacancy control
3 Candidate submission & review
4 Electronic timesheets
5 Online authorisation
6 Supplier & agency management
7 Tier management
8 Contract control
9 Rates management
10 Compliance
11 Communication platform
12 Job board & career portals
13 Management information
14 Invoice & self billing
SEAM
L
ESSINTEGRATION
INVOICE & SELF BILLING
MANAGEMENTIN
FO
RMATION
1
2
3
4
5
6
7
8
9
10
11
12
13
14
A true end to end recruitment process management solution
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11. Our Support
Client
Regional Resourcing
Teams
HR
Team
Payroll
Team
Compliance
Team
Health
Safety Team
Account Manager
On-site Client
Business Service Manager
Our account managers are
supported by a team of experienced
recruitment professionals
specialising in sourcing, legislative
compliance, and health and safety
regulations.
We can provide on-site managed services or a
dedicated account manager, both offering tailor-
made support.
• Dedicated Account Manager with on-site support if required
• Regular service reviews / KPI Management
• Compliance and eligibility management, support and advice
• Specialist payroll teams
• Client and skill-specific availability
• Resource management
• Market intelligence and reporting
• Full project lifecycle support
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12. Our Support
Helping to overcome your challenges
Technology
We understand that customers are demanding more from their contact centres due to a continued focus on multiple channel
customer service. With more and more centres focused on cloud-based or technology-driven solutions, we continue to
develop our candidates’ knowledge and experience in this field, moving beyond traditional contact centre channels.
Operating efficiently
As budgets are ever decreasing, we will continue to work with you to drive operational efficiency and cost savings
in your sector by supporting you with retention and development of your teams. Our on-site, tailor-made solutions
mean we become a vital part of your human resources and recruitment teams, handling all recruitment issues from
compliance to attendance and performance issues, and taking the stress away from you.
Labour turnover
We work with you to ensure your agents have the right skills in place and the drive to develop. We source employees
with the right personalities and skills that can cope with the demand of a contact centre role. The most suitable
candidates will be more engaged, will perform better and will ultimately help to improve your staff turnover.
Developing staff
We work with you to identify the skills you need from your teams whilst supporting the development of your current
workforce as the contact centre market develops.
Contact Centre
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13. We work with organisations to increase the quality and speed
of recruitment by integrating best practices and resource
planning to deliver an efficient and productive workforce.
We have supplied skilled professionals for over 18 years to a wide range of recognisable blue
chip organisations.
Our Clients
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Contact Centre
• Carphone Warehouse
• Direct Line Group
• Webhelp Tsc
• Reactiv
• Morrison Utility Services
• Lloyds
• DHL
• Damart
• UK Asset Resolution
14. We work in partnership with our clients, taking time to develop an in-depth understanding of the way they operate and the roles they need to
fulfil, so that we can react quickly to provide the most suitable solution for their requirements.
For more information about our services, and process please contact any of the following:
Cordant Contact Centre Recruitment, part of a £550m recruitment business, is recognised nationally as one of the fastest growing agencies
in the UK. Since our inception in 1992, we have become firmly established as the agency of choice for a wide range of candidates and clients
nationwide.
Alisa Townend
Business Director
07801 985 750
alisa.townend@cordantrecruitment.com
Amanda Turton
Corporate Sales
01484 699 062
amanda.turton@cordantrecruitment.com
Elizabeth Misko
Executive Roles
01484 905 000
elizabeth.misko@cordantrecruitment.com
North West
Lynette Wilson
0161 831 1608
lynette.wilson@cordantrecruitment.com
North East Yorkshire
Nicola Burgin
01484 467 777
nicola.burgin@cordantrecruitment.com
South Midlands
Ceri Hayes
01621 856 666
ceri.hayes@cordantrecruitment.com
Visit Us: www.cordantrecruitment.com
Technical Engineering:
NUCLEAR
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