Home Retail Group
Home Retail Group is the UK’s leading home and general merchandise retailer. They sell products under two distinctive and complementary brands Argos and Homebase that are household names in the UK.
Financial Services provides store cards to both brands and they now have over 1.1 million active card holders. Home Retail Groups call centres are located in Widnes, Stafford and Bolton employing over 2,000 call centre staff.
Skillsarena has a wide client base in the retail and call centre sectors and has built up a strong relationship with the Home Retail Group.
The Business Challenge
“Our call centre advisors are the first point of contact for our customer base in the UK and ROI, and excellent customer service is paramount to delivering a prompt efficient service for which we are renowned. In the recent economic downturn we took the bold step of re-evaluating our service and recruitment of quality advisors in the competitive market place. To accomplish this we engaged Skillsarena to help us identify the correct competencies and behaviours to define and deliver organisational requirements.” Resourcing Manager – Customer Services
Skills Tests Utilised
Specifically designed call centre tests to measure applicants skills and capabilities to ensure Home Retail Group only employ the highest standard of customer service advisors.
Incorporating these strategies into the recruitment process has enabled Home Retail Group to focus on improved retention, reduced attrition and the associated costs.
“Fundamental to engaging the right individuals is communicating a clear understanding of their role and how their performance impacts organisational profitability. Our aim is to be the preferred local employer, by attracting the right people to work in our top performing call centre of which we are immensely proud.” Resourcing Manager – Customer Service
Skillsarena have given us a fresh perspective on our workforce and the motivation to build upon attracting the right people through an engaging employer brand.