Mplus Group

Customer Support Recruitment for BPTO

Client Overview

Mplus Group is Southeast Europe's largest independent business process technology outsourcing firm, supporting over 300 clients from 62 strategic locations. The company needed scalable staffing solutions for their expanding customer support operations to maintain service excellence and meet growing client demands.

Challenge

Efficiently staffing multiple customer support centers in a highly competitive market, ensuring that candidates met both linguistic and technical requirements and could handle a diverse range of client needs.

Strategy Implemented

GrowMore Recruitment executed a multi-faceted recruitment strategy tailored to the specific needs of Mplus Group:

Localised Recruitment Campaigns

Developed tailored marketing campaigns in each target region to attract suitable candidates with the required language skills and customer service experience. This included advertisements on local job boards, social media campaigns, and partnerships with regional educational institutions.

Comprehensive Screening

Utilised a rigorous screening process that included language proficiency tests, technical assessments, and customer service scenario simulations to ensure candidates met Mplus Group’s high standards. Additionally, behavioural interviews were conducted to assess candidates’ cultural fit and adaptability to the company’s dynamic environment.

Virtual Job Fairs

Hosted online job fairs to reach a broader candidate pool, including those who could not attend in person due to geographical constraints. These events featured live presentations about Mplus Group, Q&A sessions, and virtual one-on-one interviews.

Metrics Achieved

Time to Fill

Reduced the average time to fill positions to 24 days, ensuring operational readiness and minimising downtime.

Retention Rate

Maintained an 85% retention rate over one year, reducing the need for frequent rehiring and training, thereby saving costs and resources.

Quality of Hire

Achieved an 88% performance satisfaction rate within the first six months of employment, indicating high-quality placements.

Satisfaction Rate

High satisfaction rates from both new hires and management, indicating effective placement and integration processes. Regular feedback sessions and follow-up surveys contributed to this metric.

Turnover Rate

Low turnover at 11%, highlighting job satisfaction and the effectiveness of the recruitment strategies in retaining employees.

Candidates per Hire

Averaged 2.8 candidates interviewed per hire, showcasing efficient pre-screening processes that saved time and resources.

Outcome

Mplus Group successfully staffed their customer support centers, ensuring high service levels and client satisfaction. The scalable recruitment model developed by GrowMore allowed Mplus Group to quickly respond to changing client demands and market conditions, maintaining their competitive edge in the outsourcing industry.

Further Considerations

Mplus Group is considering expanding this recruitment framework to other departments and regions, leveraging the success of the initial project to support further growth and diversification. This includes potential recruitment drives for IT support, sales, and administrative roles, ensuring a holistic approach to meeting the company's comprehensive staffing needs.

This case study demonstrates GrowMore Recruitment's expertise in delivering efficient and scalable staffing solutions, achieving rapid hiring, high performance satisfaction, and low turnover rates for Mplus Group's customer support centers. Their comprehensive strategies ensured operational readiness and high service levels, paving the way for potential expansion to other departments and regions. GrowMore's ability to tailor recruitment strategies to specific client needs underscores their reputation as a leading recruitment agency capable of supporting significant business growth and operational excellence.

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