Case Study
Events Specialist
Case Study – Supporting Evaluagent with their hire for a Head of Product
A Yorkshire based software developer, providing a multi-channel Quality Monitoring Platform that puts an end to spreadsheets, engages agents and helps deliver a compliant customer experience.
Founded in 2012, the founders were developing systems and processes for their global client base and their success gave them the confidence to start EvaluAgent.
They live and breathe contact centre excellence with a focus on QA, providing solutions to many well-known brands such as ATOS, JET2, Vitality Insurance and Music Magpie.
The most connected Quality Assurance & Improvement platform for contact centres, built by customer experience experts.
Requirement
Rosslyn David hadn’t previously partnered with Evaluagent so this was an opportunity to work in a different area (Product) of the marketing spectrum.
This Head of Product role was a brand-new requirement for Evaluagent, and critical as they built out their software product.
Specifically, they were seeking someone with niche industry knowledge of the call centre industry and software technology within it.
James worked closely with their CEO to build a thorough and intimate understanding of the role profile, how it fit in to the wider team, and what success looked like. This would allow him to run an effective market mapping exercise and also to brief and interview prospective candidates on the role.
Challenge
Evaluagent hadn’t gone to market with the role. Due to the business critical need for this person they wanted the quickest route to hire.
To this point they felt that engaging with a specialist supplier would be the most effective way of finding the best person for the role.
Specifically, candidates with the previously mentioned depth of niche industry knowledge who would understand the software product.
Solution
James ran a thorough project mapping the candidate market specific to need, to target candidates that were already embedded in the Call Centre market with software product knowledge.
First building a directory of all relevant companies in the UK and researching the competitor landscape as well.
From here he researched personnel at the respective companies to uncover those not just with software product experience, but to ensure it was at the right technical level.
He then ran a targeted Headhunt/outreach campaign. This would include the C.80% of prospective candidates who are not ‘active’ jobseekers.
James held prequalification conversations/interviews with 7 prospective candidates before introducing a final shortlist of 4 candidates to the client.
From this shortlist, Evaluagent progressed all 4 candidates to interview, followed up with a subsequent offer and placement.
Key metrics for the recruitment requirements
Candidates introduced – 4
Candidates interviewed – 4
Candidates progressed to final interview – 2