Information Pack

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Contents

Introduction 3

Background 4

How it works 5

Assessment 6

The right click competency Matrix 7

Your Talent Pool Profile 8

The Call Centre Talent Pool for Employers 9

Confidentiality 10

Further Information 11

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Introduction

Dear Reader,

Thank you for your interest in The Call Centre Talent Pool. The purpose of this Information Pack is to provide you with more detail about The Call Centre Talent Pool, our ‘registration’ and assessment process and to explain what happens to your Talent Pool Profile once it is completed.

Our objective is to turn The Call Centre Talent Pool into the premier source of talent in the UK Call Centre market.

Which is why we are keen to work with you.

The Call Centre Talent Pool is more than just another ‘online CV database’ – there are enough of those in the market already. As its title suggests, The Call Centre Talent Pool is an ever increasing pool of talent that is proactively managed and regularly updated by right click who are specialists in Call Centre recruitment.

Unlike other online CV databases, we take candidates through a thorough assessment process before working with them to create their Talent Pool Profile. Once this ‘registration’ process is completed, candidates are kept up to date about opportunities that match their requirements and career aspirations. This process is managed by the right click team – we call it keeping you ‘in the know’.

Although our Talent Pool Profiles are searchable online, access to personal candidate information – such as name, contact details and employers’ details – is strictly controlled. This ensures the highest levels of confidentiality, which is critically important to us as we grow.

Clearly our ‘registration’ process takes more time than simply uploading a CV, but we believe the results are worth it. Our aim is to build long term relationships with candidates and work with them as their careers develop. Many of the candidates that are profiled in The Call Centre Talent Pool are also our clients, and work with us to access the best talent for their vacancies.

Once again, thank you for your interest in The Call Centre Talent Pool. If you have any questions at all throughout this process please do not hesitate to call me or one of the Account Management team.

Yours sincerely,

Simon SelkirkManaging Directorright click – specialists in contact centre recruitmentsimon@rightclickrecruitment.co.uk 01423 780 800

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Background

Overview:

The Call Centre Talent Pool is an ever increasing pool of talent that is proactively managed and regularly updated by right click.

right click are specialists in Call Centre recruitment and have a strong track record of managing ongoing volume recruitment campaigns for a growing number of call centres across the North of England. right click also recruit effectively in the £18,000 to £50,000+ salary range covering all operational management and support positions from Team Leader upwards.

Unlike an ‘online CV database’, all candidates undergo a full ‘registration’ and assessment process before being profiled in The Call Centre Talent Pool. Once a candidate has undergone this process, we work with them to compile their Talent Pool Profile.

Whilst these Talent Pool profiles are searchable online by employers, the details they contain are completely anonymous. Employers need to contact right click who will in turn seek the candidate’s permission to share their full profile with a potential employer.

As such, we refer to The Call Centre Talent Pool as a ‘controlled access’ database in that access to the personal information stored in The Talent Pool is restricted to the Account Management team at right click.

We are achieving this by building long lasting relationships with candidates based on our detailed

understanding of their work history and skills; their requirements and

future career aspirations.

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How it works

1Before being profiled in The Call Centre Talent Pool, candidates undergo a thorough assessment process that not only explores their current skills, experience, attitude and behaviour but also identifies their requirements and aspirations for their future career progression.

2Following the assessment process, we work with candidates to create their Talent Pool Profile which will present them in the best possible light to potential employers. These Profiles are searchable online but remain anonymous in the first instance to ensure candidate confidentiality.

3 Once fully profiled, candidates are kept up to date with the developments in the job market that are relevant to their specific requirements. We call this being kept ‘in the know’.

4Candidates are provided with a full briefing on specific vacancies that meet their requirements and aspirations. They remain in complete control over which companies get to see their full Profile details and are confident that their confidentiality is respected at all times.

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Assessment

Before being profiled in The Call Centre Talent Pool, candidates first undergo our ‘registration’ and assessment process. This process focuses on their current skills, experience, attitude and behaviour and, in order to understand what a Jobseeker is looking for from their next position, it also focuses on their requirements and career aspirations.

Whilst this sounds like an arduous undertaking, in practice, it’s not.

All of our assessment is conducted by telephone and typically involves two telephone conversations, each lasting no more than 20 - 30 minutes. The first is a biographical exploration of your career history so that we understand what your responsibilities and achievements have been to date. The second is competency based assessment. Our style is very informal so there is nothing to get anxious about.

Typically this process can be completed anywhere between 36 hours and 5 days – faster if there is a specific vacancy that requires our collective prompt attention.

In order to ensure our assessment remains as objective as possible we have developed a structured Assessment Framework centred on the right click Contact Centre competency matrix – See page 6

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The right click Competency Matrix

What makes a good Sales / Customer Service Advisor? What makes one Team Leader better than the next? And why is one Contact Centre Manager more suitable than another for a particular job in a particular company?

Whilst the answer to each of these questions will clearly be very different, each answer will have one thing in common – it will be ‘subjective’. Subjectivity has negative connotations in recruitment. It means that the area in question is open to the opinion, emotion or intuition of the recruiter.

Although unavoidable (the recruiter’s opinion will always have a degree of influence in any selection process) we seek to minimise subjectivity by building our Assessment Frameworks around a standardised Competency Matrix. Much like using a ruler to measure the lengths of different lines, our Competency Matrix provides a standardised measure for assessment and introduces a healthy degree of objectivity into the assessment process.

The right click Competency Matrix has been designed specifically for the Contact Centre market and comprises 9 competencies segmented into three categories:

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Your Talent Pool Profile

Presentation:Your Talent Pool Profile is a profile that we build together to present you, your skills, experience, attitude and behaviour in the best possible light to potential employers.

We will take you through this process over several telephone calls so that we build up a powerful profile of what it is you have to offer a potential future employer. More than just a CV, your Talent Pool Profile provides information based on our knowledge of you and our understanding of your requirements.

Anonymous:Once we have built your Talent Pool Profile, we will publish it online with all of the personal details and employer details removed so that it is completely anonymous. Employers can search profiles and will contact right click when a particular profile interests them. We will then seek your permission to submit your full profile to that employer and provide you with details on the opportunity in question.

In addition, we will keep you updated with suitable opportunities that meet your requirements and aspirations. If you like the sound of a particular opportunity, we will submit your profile to the relevant hiring manager and aim to secure you an interview which we will help you prepare for.

The rest is up to you!

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The Call Centre Talent Pool for Employers

As you will have read earlier in this pack, our objective is to build The Call Centre Talent Pool into the premier source of talent in the UK Call Centre market.

There are a myriad of different online CV databases but we believe that we are the first Talent Pool that fully assesses and profiles all candidates and offers the level of confidentiality that we achieve through being ‘controlled access’.

Many of the candidates that are profiled in The Call Centre Talent Pool also become our clients. Essentially this is because:

1Having been through our assessment process and worked with the team at right click, they know that only the best talent in the market is profiled in The Call Centre Talent Pool

2They value the long term relationships that we seek to build with candidates and with clients – relationships that are reflected in our competitive fee structure and flexible payment terms.

3They appreciate our honesty and transparency in managing their recruitment requirements.

Employers can use The Call Centre Talent Pool in a number of different ways:

Offline updates:

To register online for our monthly ‘snail mail’ Talent Pool Updates go to the For Employers section of the Talent Pool website – www.thecallcentretalentpool.co.uk or call us on 01423 780 800.

Online updates:

By following us online, Employers can be updated in real time on the latest Talent as it is profiled. Follow us on:

http://twitter.com/CC_TalentPool

http://uk.linkedin.com/in/thecallcentretalentpool

http://thecallcentretalentpool.blogspot.com

Profile Searches:

Searching Talent Pool Profiles online will be active from Q4 2010 – notification will be made via the online media above – or by traditional methods below!

Good, old fashioned Account Management::

Call the right click Account Management team on 01423 780 800 in order to build a relationship with right click and benefit from The Call Centre Talent Pool.

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Confidentiality

right click respects your confidentiality.

Whilst your public Profile will be searchable online, it will contain none of your personal, employer or educational details.

We guarantee that we will never submit your full Talent Pool Profile or any of your details to any third party, company or hiring manager without your consent or without first providing you with a thorough overview of both the vacancy and the hiring company.

You remain in complete control of who sees your full Talent Pool Profile or CV details. We will never provide your contact details to any third party without your consent and you are at liberty to ask to see the records that we hold on you at any point in time.

All of our information is stored in a secure multi-site data warehouse with rigorous data protection and disaster recovery policies.

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Further Information

We hope that this document has provided you with a thorough overview of The Call Centre Talent Pool and our ‘registration’ and assessment process.

If you would like any other information, please do not hesitate to contact:

Anne Braithwaite – Key Account Manager at right click anne@rightclickrecruitment.co.uk

Simon Selkirk – Managing Director at right clicksimon@rightclickrecruitment.co.uk

Further information on right click can be found at www.rightclickrecruitment.co.uk

More details on The Call Centre Talent Pool and our online ‘registration’ process can be found at www.thecallcentretalentpool.co.uk

Follow us online to keep ‘in the know’ about the latest Call Centre Talent:

http://twitter.com/CC_TalentPool

http://uk.linkedin.com/in/thecallcentretalentpool

http://thecallcentretalentpool.blogspot.com

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