PPI & Financial Crime Analysis at a large UK Retail Bank
This case study details our approach of embedding a temp-to-perm model, and the results we achieved. This firm experienced a gradual and continuous increase of workload in two areas – PPI complaints, and more recently, financial crime analysis. They had a large number of temporary case workers, however the firm had concerns around their complaints team; there’s a slightly higher cost incurred in comparison to high street temps, and a belief that Graduates might get bored with the content of the work. They were interested in exploring a new model that involved using better qualified candidates to try and increase quality, productivity, and retention. Our discussion centred around reducing and possibly eliminating the hidden cost of replacing their temps, and identifying individuals they could hire permanently.
We provided an initial team of 5 Graduates on a pilot project in Glasgow. These were local Graduates with a 2:1 or better degree and a minimum of 6 months of customer service experience. We developed a temporary to permanent model which all candidates were aware of from the start. The opportunity to go permanent was based on individual performance.
The initial team proved a success right from the induction training period, where the quality of candidate and engagement levels were high enough to allow a quicker than anticipated route to competency. Within 4 months, the Graduates were outperforming both the experienced complaints contractors and the permanent staff on the league tables. They demonstrated a combination of strong quality and productivity stats. We currently have 30 Graduates on site on the temp to perm model with a dedicated Relationship Manager who attends regular site visits. In addition to this, we provide a pipeline of candidates that are tested, CRB cleared, and ready to start should they need additional resource at short notice.
This relationship is now in its 4th year.