How hyper-care improved communication and programme operations for a multi-country RPO

How hyper-care improved communication and programme operations for a multi-country RPO


A case for customer care

For a first-generation RPO programme, we needed to improve our two-way communication during the implementation phase to deliver a better customer experience. For this multi-country solution, cost and language complexities created a lack of clarity.

We created a corrective action plan to strengthen the lines of communication and remove assumptions. This created a better experience for our key stakeholders and won over hiring managers in the process.

The challenge

Creating an open environment

With this new programme rollout, hyper-care and open dialogue were essential for stakeholders and hiring managers to see the value in our solution.

We needed a high-touch change management strategy that focused on effective communication and problem-solving to smooth things over.


How we helped

A tailored team: We brought in an experienced Project Manager to transform the programme and immediately incorporate the customer’s feedback – addressing all pain points in a proactive and customer-focused manner.

Active listening and action: Outlining corrective actions in new operational reporting and KPIs, we set up monthly touchpoint calls as a forum to listen and learn from one another – sharing data along with best practices.

Change management: Pontoon’s in-country team was restructured to align native speakers and local culture expertise to support the programme. We also deployed remote support to manage spikes in hiring volume and shared resources when hiring dipped.


A long-term partnership ahead

Our stakeholders have been delighted and are now looking to sign a long-term extension for the programme with projected geographic expansion in the coming year.

The programme enhancements also resulted in:

  • Decreased time to fill from 45 days to 39 days
  • Increased candidate shortlist to interview rate from 80% to 85%
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