Case Study Summary

The challenge

This insurance client operates contact centres handling sensitive, high-stakes calls. Recruitment into those roles was difficult; candidate quality was inconsistent, and attrition was running above acceptable levels. The business needed a better candidate profile, a more consistent process and a scalable operating model. Looking for an experienced, flexible partner, they asked Change Associates to help.

What we did

• Developed a new candidate profile reflecting the emotional resilience and communication skills the role demands.
• Redesigned the end-to-end recruitment process within the constraints of a corporate talent acquisition software implementation.
• Designed and implemented a hub-based operating model across six locations: four covering EMEA and two across North and South America, with clear separation between sourcing teams, professional recruiters and business partners.
• Managed social plans in France and Spain; assessed existing staff, identified capability gaps and recruited into new hub roles.
• Provided change management support in the six months before launch, working with HR directors across geographies to prepare the business for the transition.

The result

• Six recruitment locations operational as of January 2026, following two years of delivery.
• Business case included potential savings of €3-9m.
• FTE recruitment reduced by 25%
• A consistent, profile-led approach to contact centre recruitment is now in place globally.