Recruitment company empowered to innovate and improve client services with Cloud Contact Centre

Founded in 1961, the Pertemps Group is one of the largest privately held recruitment agencies in the country with an annual turnover of £700M+. It employs 2,500 staff directly and a temporary workforce of 30,000+.

“All those standard things you would expect from technology, like efficiency, empowering people to do more and cost, is all standard, however, with Cirrus you can tune it further. If you consider a stock racing car, it can only be tuned so far. With Cirrus you can tune all the way up to an F1 car. The flexibility means it doesn’t matter that we might be the only company in the world that needs a particular feature.”
Sanjiv Patel, Manager PRP Response, Pertemps

A different contact centre requirement

Pertemps must respond to resourcing demand quickly and efficiently. Each day provides a fast-paced challenge to meet the needs of client SLA’s and deliver new and replacement resources. The need for a more flexible and agile Contact Centre platform became a key objective. Sanjiv Patel, Manager PRP Response, Pertemps, states“We work to a 10:1 fill ratio, so with 10 calls we expect to secure one resource. However, the way we handle calls isn’t how you would in a standard call centre. We needed something that allowed us to be creative and improve what we do, but was also extremely reliable”.

Pertemps is an integral part of supply chain logistics throughout the UK. It provides the behind the scenes teams that form the basis of the supply chain for well-known brands. It also supports the government social care outsource program, placing personal carers across the country.

Results:

  • Easier, cost effective system management
  • The power to innovate
  • Better connection rates
  • Better client connections
  • More measurable value.

Industry: Recruitment
Country: United Kingdom
Technology Environment: Cirrus Call Manager
Connect with Company: www.pertemps.co.uk