How NLB Services Helped a US-Based Online Grocery Delivery Services Firm Reduce Attrition Rate by 17%
About the Client
The client is a leading grocery technology company that works with grocers and retailers. The firm partners with retailers to ensure seamless online shopping, delivery, and pickup services. Its business model has enabled shoppers to get the desired groceries from selected retailers.
Highlights
reduction in attrition rate from 25% to 8%
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increase in client’s hiring capacity within 1 month of engagement
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The Need for Change | Challenges Encountered
A leading online delivery services company was experiencing a sharp surge in orders due to COVID-19. It was in dire need of hiring additional customer care representatives to address the increase in the call, chat, and email volume while improving customer service. Moreover, the client faced a high attrition rate in the training classes.
Business Goals
- Enhance customer experience
- Hire the right talent with the right set of skills
The Solution That Changed Everything
As the company was facing issues in recruiting the right professionals, the team was looking for a talent partner that could help them reduce the attrition rate. The dedicated team of NLB Services worked with the client to hire candidates with desired skills.
- NLB Services applied an assessment methodology that not only eliminated the candidates who lacked basic technical skills but also helped the client hire skilled candidates in time.
- The experts at NLB Services understood the problem and conducted a video interview with the candidates before presenting them to the client, which ensured the candidates’ comfort with the virtual marketing tools.
Business Impact and Results
After its partnership with NLB Services, the client noticed tremendous results in its recruitment process. From 25% to 8%, the client successfully witnessed a 17% reduction in attrition rate. This all happened because of the effective implementation by NLB Services.
NLB’s hiring approach also empowered the client to boost their hiring capacity within just a month of engagement. The client observed a 70% increase in the hiring capacity.
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Experts at Work
What began as an outcome-based project, where the outcome was defined and managed by the customer and NLB was only assigned to provide resources, transformed into a game-changer in the client-NLB relationship.
We initially deployed a team of 15 expert recruiters, which was quickly ramped up to 30, thanks to the size of our recruitment engine
We leveraged our AI-based recruitment engine to identify and screen active and passive talent available in the market much before the delivery timelines
We implemented an agile, scalable and flexible Recruiters on-Demand (ROD) model to help the client find qualified, vetted talent for all open requisitions
Our focused, structured and dashboard-driven approach helped maintain transparency, built client confidence and resulted in timely project realization
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