In an office building on Hedegaardsvej, close to Amager Strandpark, around 150 customer service representatives answer questions about everything from TV packages and payment solutions to contact lens subscriptions.
Pia Rosholm, HR Consultant in Teleperformance, has employed many of them through Moment.
Teleperformance is one of Scandinavia's largest customer service and technical support providers. In the 11 years Pia has been with Teleperformance, she has worked with temporary employment agencies like Moment to find and hire the right customer service profiles. And there is a very good reason for that.
"If we were to recruit the employees we need, we wouldn't have time to do all the other value-creating HR work that helps create the workplace we want to be," she says.
100 customer service profiles in one year
Customer service is an industry with high employee turnover. In 2022 alone, Pia Rosholm helped hire 100 new customer service profiles. With so many hires in a year, time is of the essence.
Teleperformance often orders between 5-10 profiles at a time. It typically takes 2-3 weeks from when Teleperformance places its order until the temps start up. During this period, the candidates have been screened at Moment and interviewed by Pia in Teleperformance.
Instead of heavy recruitment processes with tests, 2nd interviews, etc., the candidates at Teleperformance are hired in a Try & Hire process. A trial period of 3 months, during which both the company and the employee can assess whether they are the right match.
"Moments Try and Hire function is a perfect solution for our needs and the type of profile we are looking for. Our graduates typically don't have as much work experience. For many, this is their first job. With Try and Hire, we can test whether customer service is something for them or whether they are quickly out the door again," says Pia Rosholm.
Industry knowledge is important
One of the things Pia Rosholm places the most significant emphasis on when working with a temporary employment agency is that they know the industry and understand what qualities and competencies are needed to succeed in customer service.
"The best thing is when I only have to say that I need that number of candidates during that period, and the consultant knows exactly what I'm looking for," says Pia Rosholm.
The agreement between the company and the consultant takes time and is built up over time. Therefore, it is also an (inevitable) line in the bill when the daily contact person is replaced.
"Fortunately, you are good at ensuring a thorough handover when a recruiter leaves and a new one takes over. So even though the margin of error will always be a bit higher in the beginning, you will quickly get after it," says Pia Rosholm.
Get more information about how Moment can help you and your company here.
