A major media organization in Atlanta has numerous call centers to staff throughout the U.S.

Challenge

They were struggling with their current vendors’ ability to fill their growing talent need for call center roles. The required skill sets that included tech support, helpdesk, inbound sales, and retention, were made even tougher due to the multi-shift nature of the positions.

The organization knew that this was outside Pyramid’s core expertise, but because of our high vendor rankings and their frustration with the other vendors, asked us to step in as a favor.

Our solution

Our unique strengths – the zeal of our team, our knack for discovering hidden talent, and our proven track record in swiftly filling roles with ideal candidates – convinced the media organization to approach us.

We helped them:

• Hire new staff, including recruiters, HR, and consultant care associates to support the initiative.
• With a scalable delivery model with the flexibility to mobilize resources quickly to support the initiative.
• Deliver all W2 consultants – no subcontracting to vendors.
• Ensure rigorous onboarding (background checks, reference checks, drug screens, etc.).

We rolled out three classes to start in the first wave with 10 to 15 resources per class:

• Contract-to-hire was based on consultant SLA achievement (between three to six months).
• We structured our efforts to ensure that these large groups of hires were appropriately timed to their pre-scheduled training sessions.
• Most consultants transitioned according to the timeline established by the client.

Business outcomes

Despite entering new territory, Pyramid Talent outperformed specialized call center vendors. Our success led to the program’s expansion to 10 classes in the next wave, with placements in Oklahoma, Kansas, Arizona, Louisiana, and Florida.

After seeing the results we were delivering, another division of the organization asked us to support their initiative for 390 positions:

• The skillsets we recruited added product support, inbound sales, and retention resources.
• Our placements represented 40% of placements made by all vendors, from a total of four vendors in the program.

We were recognized by our client and received an award for our outstanding performance in this area. Our reputation spread, and we are now supporting a sister organization to the media giant with similar roles.