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CASE STUDIES

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Global Health Service Company Strategically Cuts Costs, Boosts Efficiency with RPO Partnership
Business Need
A global health service company looked to RPO to support the regional hiring of call center associates and claim processors at several different locations, as well as provide administrative support to their overall hiring process. They sought a vendor partner that could provide a flexible and scalable solution that fit their organizational model. The company needed to partner with someone who possessed the resources and infrastructure to assist in designing an improved process. After conducting a rigorous RFP process and evaluating several recruitment solution providers, the client awarded their business to The RightThing®.

Our Strategy
The RightThing visited various client locations and participated in extensive training and orientation. In addition, key relationship managers from The RightThing spent time out in the field getting to know a representative sample of individual hiring managers to gain a better understanding of their needs and help create buy-in to the change in the recruiting model for service centers. From there, stakeholders worked together to strategize and redesign the hiring process, which had historically relied heavily on temporary agency recruiters.

A team of experienced recruiters held responsibility for researching and implementing both active and passive recruitment strategies to find high quality talent. The RightThing worked with the client to develop a delivery model that included an automated intake and screening process for increased efficiency. A scalable scheduling and phone interview team managed the ebb and flow of hiring needs. This new method helped to take some of the administrative burden off hiring managers, created a more efficient flow, and reduced the average requisition load.

Once final candidates were selected, The RightThing assisted in preparing offer letters and coordinating background checks and drug screens. Assuming the role of master vendor, The RightThing continued the client's existing relationship with HireRight and ultimately lowered vendor cost.

With a new service center recruiting process in place, The RightThing created a formal metrics system for hiring managers to track aggressive goals. Detailed reports and scorecards included interview requests, interview-to-hire ratios, survey results, fill rates, offer letter completion times, rejection rates and reasons, background check results, and more.

Return on Investment
  • Improved interview to hire ratio to 2:1
  • Reduced overall cycle time from 41 days to 33 days
  • Completed 1,795 offers and 863 background checks in one quarter with 100% completed same day as requested
  • Cut error percentage from .61% to .34%
  • Improved retention rates by 6%
  • Annual overall cost savings of $788,000

Sustaining the Success
Overall, the company was able to significantly reduce its hiring costs by while increasing quality and efficiency. The client's Director of HR Operations noted, "Our performance indicators with The RightThing focus on improvements in first year turnover rates and performance ratings of hires. Our results, from our analytics and manager feedback, demonstrate significant improvement. The RightThing continually partners with us to further raise that bar."

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