Case Study: a global investment bank delivers 60 confidential customer service hires in 12 weeks with CCA Recruitment Group

a global investment bank delivers 60 hires in 12 weeks with CCA Recruitment Group

CCA Recruitment Group partnered with a global investment bank that was confidentially launching a new digital consumer banking proposition. The bank's challenge was to recruit a full customer service operation, including 60 agents and 6 team managers, for its affluent clientele. This required a specialist partner with contact centre recruitment expertise to work alongside its internal team, with all activity bound by non-disclosure agreements due to the highly confidential nature of the launch.

CCA provided expert support by developing role profiles, optimizing the selection process, and designing assessment centres. A key part of their solution was managing the candidate pipeline and providing extensive handholding throughout the protracted pre-employment screening process. CCA Recruitment Group successfully delivered all 60 hires on time, within a 12-week period. The client provided anecdotal feedback that these were the best agents and managers they had ever hired, with all candidates still employed by the bank over a year later.

Global investment bank