Financial Services Provider

This leading financial services provider has been offering an extensive range of financial products backed by great customer service for over twenty five years. Its services include credit cards, loans and car and travel insurance.

The Scope

The company initially required the recruitment of 270 contact centre advisors over six months with BAU of approximately 180 hires across Sales & Service and Collections. MBA was tasked with the attraction, selection, offer management and retention initiatives to ensure the success of the campaign.

The MBA Solution

  • An offsite team of three
  • Implementation and management of online and offline candidate attraction strategies
  • Introduction of external F&F programme
  • Creation of an effective screening assessment programme defined by the company’s key drivers
  • Implementation of a full candidate management system
  • Weekly MI reporting
  • Launch of a Keep In Touch programme
  • Management of a Candidate Experience Excellence programme

The Results

  • Over 270 hires in six months
  • Reduced agency use to 0% throughout the entire campaign
  • Improved conversion rate from interviews to 1.9:1 from 13:1
  • 98% of candidates offered and accepted roles commenced employment
  • 8% attrition rate against anticipated 25%


We have worked with MBA as a key recruitment partner at mid to senior level for some time and, more recently, for volume call centre staff through their RPO service offering. Our partnership is so successful thanks to MBA’s delivery focus, honesty and cost structure; an unusual combination for a recruitment company. We strongly recommend MBA as a recruitment business partner.

HR Business Partner