Private medical insurance firm saves £300 per person in recruitment costs thanks to the Job Gym
Vitality Health Vitality Health is one of the largest private medical insurance companies in the UK. It has a contact centre based in Stockport which currently employs 75 agents.
Vitality Health set up a Sector Based Work Academy (SBWA) in partnership with the local Jobcentre Plus and The Job Gym in 2014. Through this, the company has recruited ten contact centre operatives and is continuing with a recruitment drive, potentially recruiting for another 60-100 agents to join the department over the next 12 months.
Christine Collins is the Direct Sales Recruitment Manager for Vitality Health and is positive about how the SBWA is working so far: “It’s worked well for me and the department, we’ve got some brilliant people through the Job Gym. We’ve taken on ten people so far - it’s helped me to get my costs per hire down by £300 per candidate so that’s had a fantastic impact on the budget."
All potential recruits are referred to The Job Gym in Stockport where they undertake a two week pre-employment training programme. This includes gaining a certificate in Contact Centre Operations, which they train for by using The Job Gym’s real, live B2B contact centre. Here, the new recruits get to learn and practice the essential customer service skills that they need by making real calls to real customers in a supervised learning environment.
According to Christine: “I know that the candidate will be somebody that’s turned up every day on time, performed well, got over the first obstacles that people will encounter in a call centre and come through the other side with clear expectations about what it’s like to work in a call centre.”
On completion of the programme, the learners are interviewed for the vacancies at Vitality Health. “They always come with up-to-date CVs and always know exactly what’s written on their CV so they’re able to discuss it confidently. It can be risky for me to take on somebody without call centre experience.”
“However, when I take on somebody from the Job Gym, that’s a different matter. I know I’m taking on a candidate that’s demonstrated that they can be successful.”
Vitality Health employees that have come through the Job Gym are progressing quickly: “One girl in particular has been asked to work on other campaigns because she’s been so successful with her KPIs. It’s nice to see that somebody coming from the Job Gym has gone on to become one of the top performers in her department.”
“It’s worked well for me and the department, we’ve got some brilliant people through the Job Gym. We’ve taken on ten people so far - it’s helped me to get my costs per hire down by £300 per candidate so that’s had a fantastic impact on the budget.”
Christine Collins, Direct Sales Recruitment Manager, Vitality Health