Due to the pandemic and its unique set of challenges, we looked at developing a Virtual Assessment Centre to guarantee an effortless recruitment drive for Tesco Bank. Our goal was to ensure that the quality and fulfilment of the permanent headcount in the Customer Services team was not impacted by government restrictions. Homeworking was not an option for Tesco Bank’s new recruits. We adapted to the new situation and utilised digital platforms in order to provide the best recruitment experience for both the client and the candidates.
We have worked with Tesco Bank since 2018 to support their flagship Newcastle contact centre.
To create a fully virtual recruitment process for the Newcastle contact centre.
End-to-end recruitment model for permanent hires in the customer contact centre
Dual-branded attraction campaign management
Response management, sifting, and pre-screening
Online test administration
Behavioural & competency-based Video Interviewing
Management & facilitation of Virtual Assessment Centres
Financial Services vetting
Offer Management, Virtual Onboarding and Engagement
The new virtual talent acquisition and engagement processes resulted in:
An unprecedented 95% attendance rate at Assessment Centre
98% Assessment Centre pass rate
Time to hire reduced from 8 to 6 weeks (2 weeks financial services vetting included)
“I just wanted to say how fantastic the whole experience was, not just for the candidates, but for us too. The [virtual] assessment centre was really professional and fun, the presentation was inspiring, the exercises were enjoyable, and relevant to the role and the calibre of candidates were strong. It felt like recruitment when we used to look after it in house and I was proud to be part of it! I came out of the assessment with a spring in my step and I can’t wait for next week."
Operations Manager, Tesco Bank
Rethink the way you recruit, optimise your approach to hiring talent and keep abreast of the latest tools and legislation.
Measurement is intrinsic to the success of our work, demonstrating what works and where to improve,, while informing the future approach to resourcing processes and strategy.