Prioritizing customer service is vital in the insurance industry so customers feel supported, secure and have peace of mind that all their needs will be met. As a leading global insurance company, our client saw the value in retaining a recruitment processing outsourcing (RPO) partner that could deliver at or above service levels across scale, quality and speed, while also providing strategic advice on how to advance their workforce transformation forward.
Initially seeking a new RPO partner to manage about 3,500 annual placements across North America, including 800 high-volume customer service, sales and claims roles, our client also needed a partner that could help them navigate an applicant tracking system (ATS) transition, evolve their diversity, equity and inclusion (DEI) strategy, identify cost efficiencies and continuously elevate the hiring manager experience. Bottom line: They needed an RPO partner that could provide comprehensive support across their strategic workforce journey.
In 2016, the company selected AGS as its new RPO solutions partner, and they haven’t looked back since. At the program’s inception, mitigating disruption and ensuring continuity of talent acquisition support were top priorities. Prior to go-live, AGS deployed a mini team to assist with discovery and assessment while maintaining business-as-usual status. Eventually, the team built a team of blended on-site and remote-based resources to manage our client’s backlog of requisitions and assist with the new ATS platform transition. Our people worked hand-in-hand with the client’s teams in 14 sites across North America with support from our remote teams from various global recruitment delivery centers (RDC).
Over the years, we have been able to strategically address and positively impact areas of opportunity in our client’s talent acquisition efforts.
Key areas of impact have been:
The success of our long-term partnership has been rooted in our commitment to excellence and is data-driven. Our model and philosophy, the AGS Way, inspires higher-level thinking and aims to deliver transformative workforce strategy. At every stage of the process, we empower our people to develop enterprising ideas to magnify our client’s employer branding message to engage the best candidates. Further, we deliver local industry labor market insights, recruitment trends, and talent landscape reports and sourcing guides to support our RPO solution. Maximizing workforce potential with powerful analytics has supercharged business outcomes for this client.
Since engaging AGS in 2016, our organizations have grown and strengthened together. After providing impactful solutions for our client’s initial challenges, our continued consultation, thought leadership and innovation have led to measurable impact on key client initiatives.
AGS guided our client’s Ireland technology hub launch while strategically addressing key DEI commitments, such as increasing women in technology roles, seeing a result of 62% of director-level technology positions being filled with female applicants.
Our client consolidated its North American tech hubs into a single, central location in North Carolina. This involved relocating key employees from the affected hubs to North Carolina, as well as hiring about 1,000 new people over the course of two years. This included an additional 200 high-demand IT roles in under three months to meet the scaling-up goals of the new hub.
Through our strategic market insights and competitor analyses, AGS advised our client on where to place a new call center site, working with the client’s internal teams to benchmark rates. Then, we filled approximately 300 positions at the new call center in Omaha, Nebraska. Our data-driven recommendations – backed by our ability to deliver talent anywhere – ensure our clients have a competitive edge.
Our ability to partner with our client throughout their workforce transformation journey has positively impacted their bottom line and workforce. Currently, we’re exploring expansion opportunities into EMEA and APAC to continue to drive business outcomes made possible through our effective advisement on sourcing, onboarding and all types of resources and services to get work done, ensuring future access to needed skills and talent.