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Fitness Tech

Competitive analysis, adjustments lead to $60,000 reduction in expenses

Unmet goals, overworked talent

Hiring for a new contact center in Phoenix, Arizona, was going much slower than expected. The internal recruitment team had limited resources and was behind on its hiring goals. Struggling with chronic understaffing, the client risked burnout and attrition among their current contact center talent.

Our impact

Fill Rate

100%

fill rate

With our support, the client was able to fill all open positions, ensuring their customer contact center operated at full capacity.

Cost Savings

$60k

in cost savings

With better retention, our client was able to save more than $60,000 in expenses associated with onboarding and training a new class of talent.

What we did

Data-informed strategy, direct hire approach

Addressing the challenge required a quick, comprehensive, and strategic response. Our team needed to thoroughly understand the labor market, talent preferences, and the client’s comfort level with letting us manage some aspects of the process. Our client’s willingness to collaborate with our experts and adjust pay and hiring strategies resolved the initial challenge and led to a decrease in overall attrition among their customer contact center talent.

We found that our client was paying less than other customer contact centers in their market, which made it difficult to attract and retain top talent. 
With an insufficient candidate pool and recruiters who were unfamiliar with the market, the 
internal team could not identify candidates in a timely manner. This created a heavier workload for existing talent.
We showed the client how to implement a remote work option for specific roles, which expanded their candidate pool to a larger radius around Phoenix. 
Our direct hire approach allowed the client’s internal team to focus on onboarding while we identified and screened talent.

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