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Case Study

High-Volume Customer Service Recruiting Support and Onboarding Compliance

Results at a Glance

  • Client’s contract worth up to $525 million
  • 700 call center representatives deployed
  • Three weeks to recruit and hire hundreds of contractors

Focus Areas

  • Coordinated recruiting support across multiple locations
  • Submitted all candidates through the client’s preferred VMS
  • Created a specialized training program

Business Challenge

High-Volume Hiring and Onboarding Compliance to Ensure Contract Safety

As a leading American outsourcing company, our client provides business process services to government health and human services agencies across the globe. They urgently needed to hire and onboard 1,000 call center representatives — including bilingual representatives — within an extremely short time period to meet a timeline set by a Centers for Disease Control and Prevention (CDC) contract they had recently been awarded. The opportunity called for streamlined hiring initiatives across the country.

Our client needed a staffing partner who could quickly provide a high volume of candidates while complying with prevailing wage and fringe pay requirements for each location. The ideal partner also needed substantial resources and tracking protocols to ensure adherence to state and local government laws and regulations.

If our client couldn’t meet the aggressive hiring and onboarding timeline and adhere to the wage compliance requirements, they would be in jeopardy of losing a contract worth up to $525 million and putting their long-standing relationship with the CDC at risk.

Due to our five-year strategic partnership with this client and our standing as the top vendor in their program, the client turned to Aston Carter for help meeting the aggressive hiring timeline and the compliance requirements necessary to fulfill their contract obligations.

Our Solution

Maintaining Compliance Amid High-Volume Call Center Ramp Efforts

Efficient high-volume recruiting coordination was a major priority for the project, so Aston Carter immediately identified a team of 70 recruiters and recruiting managers who specialize in placing customer support positions, dedicating them solely to focus on this recruiting effort.

Project coordination and support was needed across five states (MO, IA, MN, WI and IL), and because remote work would only be in place for the first few weeks, we geographically aligned our recruiting teams to each of the client site locations so they could easily tap into their established networks of locally based talent.

The recruiting effort required 20% of the call center representative candidates to be bilingual. Our recruiters were also challenged to recruit candidates with the at-home capabilities needed to work on this assignment, including their own equipment and the ability to download the programs needed to work effectively. Sourcing candidates with a very specific type of computer equipment and software personally available to them was critical to the project, as the client would be unable to provide personal workstations in time for the start dates.

To accommodate the personal workstation requirement, we created a specialized training program called Bring Your Own Device (BYOD). The program ensured that all call center representatives had the tools and knowledge needed to provide top-notch customer service aligned with our client’s performance metrics.

Under the direction of our strategic account executive, who serves as this client's national point of contact, and in coordination with our marketplace directors, we leveraged our recruiting bandwidth and corporate support teams to hire 200 contractors within six days of our client’s initial requisition. Because of our rapid recruiting support, the client asked us to help fill another 500 positions in two weeks, which we successfully were able to do.

To facilitate tracking throughout the hiring initiative, we submitted all candidates through our client’s preferred VMS in compliance with their roster deadline. We worked with our corporate compliance team to ensure all candidates were set up with the correct prevailing wage and fringe benefits requirements required for their city and state location.


A Streamlined Recruiting Process to Increase Client Revenue

Aston Carter successfully sourced, recruited, onboarded and trained 700 call center representatives on demand for our client (70% of their overall need), and our training and performance management program has resulted in exceptional service.

Our recruiting support gave our client time to focus on building their training program and setting up all contract deliverables for which employees were held accountable. Based on the strength of our partnership, our client appointed Aston Carter as the premier supplier for the project, which is ongoing. The success of this program has yielded $152 million in revenue for our client, with the potential for another $370 million or more in revenue for our client as we continue our partnership into the future.

Aston Carter really helped us fulfill our contract. They not only provided what we needed — they did it quickly, and they treated us as a partner every step of the way.

Sr. Customer Support Manager, Leading Health and Human Services Provider

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