Case Study: CSC Recruitment achieves efficient, accountable call coaching and improved sales ratios with Refract

Refract drives legitimate change at CSC Recruitment

CSC Recruitment, a UK recruitment agency specialising in construction professionals, faced a need to make coaching time more efficient and to improve consultants’ phone skills—particularly questioning and objection handling. They had relied on live call coaching and role-play but wanted a way to review real calls repeatedly and shape behaviour more reliably, so engaged Refract’s conversation-intelligence/call-coaching platform.

Refract provided high-quality call recording, easy tagging and playback so coaches could pick out coachable moments, run trials (initially with five users) and build a best-practice library and team challenges. The solution delivered time savings and greater accountability—coaches can hear exactly what consultants do and verify application of training—drove “legitimate change” in performance, increased engagement among junior recruiters, and is expected to improve sales ratios long term; CSC also rates Refract’s support 10/10.

CSC Recruitment

Jamie Panter

Training & Development Manager