Case Studies

Carole Nash Insurance Consultants

Carole Nash is one of the UK's top 40 brokers with over 230,000 policyholders. They are the most used motorcycle insurance specialist in the UK & Ireland, a major player in the classic car insurance sector and also provide a range of added-value private car, van household and travel policies.

Scope

Altrincham based call centre; 120 contact centre advisors to be recruited over a 3 month period in sales & service. MBA were tasked with the attraction, selection, offer management & retention initiatives to support the campaign. Historically Carole Nash have used a direct method of recruitment through agencies which has led to high costs, poor quality of candidature and high attrition rates.

The MBA Solution

• Off site team of 2
• On-line and off-line candidate attraction strategy
• Creation of screening assessment program defined by Carole Nash key drivers.
• Implemented full candidate management system
• MI reporting weekly
• Helped create assessment centre strategy
• Introduced ‘Keep in Touch’ programme
• Introduced candidate experience excellence programme

Results

• 120 hires in 3 months
• Reduced agency use to 0% for campaign
• Improved conversion rate from interviews to 1.4:1
• 96% of candidates offered/accepted started
• current attrition rate of only 3%

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