Project Types: Employment Market Research
Client: T-Mobile
Cardiff and the areas that surround it are among the most competitive areas in the country for call centre talent. The objective of this project was to identify local recruitment issues and trends and to gain a thorough understanding of call centre competitors, focussing on shift patterns, salary and bonus levels, benefits packages and other key features of the recruitment offer
Internet and desk based research was conducted to establish the key local competitors and current recruitment trends and issues. A variety of sources ranging from local media to focussed research such as The UK Contact Centre Operational Review 2007 were used. Various professional bodies and institutions were also contacted. A detailed report was prepared covering call centre profiles, salary breakdown and comparisons, recruitment and retention issues, selection method usage and success rates, attrition rates and causes, quality and availability of relevant labour pools and information on travel to work and transport links. The report also included a comparison of key competitor strengths and weaknesses and advertising styles, themes and messages.