Building a high-performing contact centre team

Meet Domestic and General:

Domestic & General (D&G) is a leading appliance care provider, serving millions of customers across the UK and beyond. Its contact centre team is a critical part of delivering great customer experiences.

About us:

We are the recruitment partner who's been exactly where you are. We help you focus on the strategic work you love while we handle volume hiring that works.

The challenge

D&G has successfully delivered year on year commercial growth and are executing a strategic plan to scale and continue their business growth in new geographical territories and markets.

The People team and UK Contact Centre were tackling some key objectives to reduce attrition and reposition colleague experience to offer meaningful careers to a broad demographic through several key initiatives. 

The talent acquisition team needed to transform their end-to-end candidate and hiring journey to tackle what was a complex hiring criteria and huge volumes of applications needing manual review, with the ultimate goal of attracting and retaining the best quality talent. 

To support business growth in a sustainable way, the team were on the hunt for an experienced partner; one that could hit the ground running with high quality candidates and a good grasp of the needs of a regulated contact centre environment. 

This was more than a hunt for another supplier. This was about finding a genuine partner that could slot in alongside the internal team and existing partners, boosting their resilience and capability.

Enter Talent Tent: we were ready and raring to go.

Our method

Our approach was simple: to build a recruitment funnel that attracted capable, committed candidates that would stick around.

We built our approach around four core actions: 

• Introducing a structured screening process. We met every candidate face-to-face or online to assess role suitability before shortlisting.
  
  
• Running targeted sourcing campaigns. We reached beyond standard job boards to tap into new, relevant talent pools.
  
  
• Starting role-specific assessments. Incorporating psychometric tools to identify candidates most likely to perform and stay.
  
  
• Enhancing the candidate experience. Ensured consistent communication from application to onboarding, to build strong attendance rates.

The results

"They take the time to meet every candidate and understand if they’re right for us. They don’t just send CVs – they send the right people." -

Gary Clark - Agency Relationship Lead, Domestic & General

In partnership with the internal team at D&G, frontline turnover is down and candidate quality is high. Plus, the team have the reassurance they were looking for; a partner they can trust to help hire the right people and support D&G’s strategic, commercial goals. 

“Working with Talent Tent we have assurance on hiring the right people to support on long term commercial goals that also aligns with our brand position.”

Hannah Fry - Global Head of Talent Acquisition

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