Insurance Giant Looks to RightThing In Search of Customer Service Excellence
Business Need
A major insurance provider came to The RightThing in search of a vendor that understood their business and would serve as a true partner to their hiring operations. Frustrated with their current provider this company required an Recruitment Process Outsourcing (RPO) provider that would provide full accountability and excellence in customer support.
Our Strategy
The RightThing worked with the client to transition services from their existing provider, by conducting a “lift and shift” model. During a 30 day transition, our strategic account team partnered with key client leaders to successfully move the process over to The RightThing in an “as is” process and immediately began to implement subtle changes to improve the process. Committed to continuous improvement of the process, we worked behind the scenes to build a world class process for a phase II model. In addition the RightThing provided thorough staffing metrics to measure and optimize the new process design.
Return on Investment
- 9,286 candidates processed in the first 4 months of engagement
- 12% of applicants came from The RightThing’s direct recruiting/sourcing efforts
- Client specific ROC Recruiters to help recruit passive candidates
- 26% reduction in number of open requisitions
Sustaining the Success
As a result of the superior customer support and process improvement provided during this transition period, our client is considering utilizing our technology 100% as well as outsourcing all remaining jobs to The RightThing. We are also assisting in building out a robust staffing strategy that will enhance their job postings as well as their diversity needs.