BH Associates® Case Study

Customer Service Representatives Hired to Manage High, Peak-volume Call Center


Our client, a British-American multinational insurance advisor company, had to outsource its benefits team to manage the open enrollment process. They needed customer service representatives (CSRs) to handle the high peak volume call centers in six cities.


Our custom recruiting solution identified methods to evaluate talent quickly by benchmarking candidates with customer service testing. Further, due to our success working with this client for ten years, we possessed extensive knowledge of their culture, which empowered us to access better candidates by sharing our client’s story, and to move quickly during the interview and hiring process to keep those top tier candidates engaged.

The Results

In our first year with this client, we hired fifty CSRs in Pittsburgh. Each year since, we have increased placement volume, with us placing fifty to eighty candidates
annually. Over our ten-year partnership, we have placed a total of 450 CSRs and have expanded from supporting their Pittsburgh call center location to also supporting their call center in Minneapolis. We are also proud to share that when the client moved to a vendor management system (VMS) tool, we became one of two suppliers added to their tier one vendor list.