LaSalle Network

Challenge

Since their inception in 2004, our client, a leading online consumer lending company, has grown from a small start-up to a thriving industry leader providing services in over 30 states and three countries. In December 2008, our client was growing steadily and needed a staffing partner to help achieve their aggressive goals.

Our client was in need of customer service professionals to handle a large volume of inbound and outbound calls, resolve customer issues, answer questions and soft sell to customers.

Identify – Call center representatives, loan processors, inbound sales representatives and collections representatives for first, second and third shifts
Qualify – New hires with impeccable customer service skills, strong written and verbal communication, a clear criminal background and drug screening prior to employment and availability to work an atypical shift
Deliver – Candidates needed for consistent start classes of five to 40 hires at a time

Solutions

LaSalle Network developed a specific sourcing and recruitment strategy for our client’s high volume need.

The recruitment strategy consisted of the following:

• Customized Interviewing Program – To interview and qualify thousands of candidates in a brief time period, LaSalle Network created a customized interviewing program that enabled our team to gain pertinent information in a short timeframe, while maintaining LaSalle’s quality standards.
• Tailored Orientation – To get new hires up to speed in their role, acclimate to our client’s work environment, and to manage performance expectations, LaSalle Network created an orientation process tailored to our client. Supported by detailed and specific documents, this new hire orientation prepared Field Employees for their new role, as well as eased the burden of onboarding large groups of new hires for our client.
• Customized Retention Initiatives – To minimize turnover, LaSalle Network developed customized retention strategies that included employee appreciation events, monthly newsletters, employee of the month awards, referral bonus initiatives, feedback surveys, check drops and consistent on-site presence by LaSalle employees.

Results

To date, LaSalle has placed over 650 call center professionals ranging in skill sets from inbound customer service, outbound collections representatives, loan processors and inbound sales roles. Among these placements, LaSalle achieved a 95 percent placement satisfaction rating.

LaSalle Network implemented a multi-tiered service delivery model to support the organic growth of our thriving client. Our streamlined approach, from a communications and reporting standpoint, has led to the ongoing success of this partnership. From online timekeeping and approval to customized orientation and retention initiatives, we continuously strive to identify process improvements and service delivery to meet the increasing hiring demands of this growing organization.