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USMAART | Connecting Smart Talent | Customer Mgmt Recruitment | Solutions | Coral | Case Study | Recruitment | Solutions
Gala Coral have an insourced solution across Woking, Barking and Gibraltar. The Coral part of the business deals with telephone and online betting queries 365 days per year.
recruitment specialist, customer care advisors, operations managers, sales advisors
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KEY THINGS WE DID

We have now worked with Gala Coral for over 4 years across the Solutions and Recruitment business. We already had an understanding of their business and ensured other members of the team were engaged with brand, processes and ‘peak challenges’ that Coral has as a business.

 

We worked with the Recruitment Manager to refine the job profile and qualities expected from the applicants. Our ‘Coral workbook’ gave an insight into what would be expected for successful candidates.

 

We then designed an assessment day specifically for Coral which was fun, vibrant and allowed us and the client to see how the candidates would fit the role!

INTRODUCTION

Gala Coral have an insourced solution across Woking, Barking and Gibraltar. The Coral part of the business deals with telephone and online betting queries 365 days per year.

SOLUTIONS

We delivered a permanent and temporary contract solution resourcing campaign. In addition, we found them a strategic outsource partner due to seating constraints.

CHALLENGE

Coral have some of the largest demand peaks in the industry with Grand National, Cheltenham and Boxing Day requiring significant resource uplifts.

RESULTS

Results are typically confidential, however the campaign requirements were met and call answer rates plus the new web chat service resulted in record breaking customer answer rates.