Case Studies

M&S Money

A brand name to be proud of, a fantastic place to work, a business and culture genuinely focused on quality and service - this is Marks & Spencer Money.

Scope

Chester based Head Office call centre; initially 270 contact centre advisors to be recruited over a 6 month period, with BAU of circa 180 hires across sales & service and collections. MBA were tasked with the attraction, selection, offer management & retention initiatives to support the campaign.

The MBA Solution

  • Off site team of 3
  • On-line and off-line candidate attraction strategy
  • Introduced F&F program externally to mirror internal program
  • Creation of screening assessment program defined by M&S Money key drivers.
  • Implemented full candidate management system
  • MI reporting weekly
  • Introduced ‘Keep in Touch’ programme
  • Candidate experience excellence programme

Results

  • 270+ hires in 6 months
  • Reduced agency use to 0% for campaign
  • Improved conversion rate from interviews to 1.9:1 from 13:1 through agencies
  • 98% of candidates offered/accepted started
  • 8% attrition rate against anticipated 25%

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