Delivering 136 Customer-Care Professionals for a U.S. Retail Project in India
High-Volume Recruitment | BPO & Customer Care | India
At a Glance
INDUSTRY
BPO / Customer Care
SERVICE
High-Volume Recruitment
MARKET
India
CLIENT
India-Based BPO
POSITIONS
FILLED
18 OEM Specialists
END CLIENT
U.S. Retail Chain
PROFESSIONALS PLACED
136
LOCATIONS
Bangalore, Chennai & Gurugram
KEY ROLES
Telesales & Sales Executives
HIRING MODEL
Multi-Channel Recruitment & Mass Hiring
The Client
Our client is an India-based BPO that secured a new customer-care project for a major U.S. retail chain.
To support the new engagement, the BPO needed to rapidly build a customer-facing team across Bangalore, Chennai and Gurugram.
The requirement focused on professionals capable of communicating confidently with U.S. customers and delivering a high standard of customer service.
Leira Consulting was engaged to support the client with the high-volume recruitment programme.
The Challenge
The scale of the requirement was the primary challenge.
The client needed to build a large customer-care workforce while maintaining the quality of candidates required to interact directly with U.S. customers.
The ideal candidates needed:
◇ Strong spoken English communication
◇ Confidence interacting with U.S. customers
◇ Customer-service orientation
◇ Relevant sales or telesales capability
◇ The ability to work within a fast-paced BPO environment
The requirement also covered three major Indian talent markets simultaneously, making the recruitment exercise significantly more complex.
A conventional recruitment approach would not provide the volume or speed required.
Leira needed to create a recruitment engine capable of generating and processing a large number of suitable candidates across multiple locations.
The Leira Approach
Activating a Multi-Channel Recruitment Network
Leira deployed its India recruitment team and activated its wider recruitment network to significantly expand the available candidate pool.
The sourcing strategy combined:
✓ Leira's India recruitment team
✓ Existing candidate and professional networks
✓ Freelance recruitment partners across India
✓ Major job boards
✓ Direct candidate outreach
This allowed the recruitment effort to reach candidates across multiple markets simultaneously.
Creating a Multi-City Hiring Drive
To handle the volume, Leira supported large-scale recruitment activity across Bangalore, Chennai and Gurugram.
The team coordinated multiple interview activities, including walk-in recruitment drives, enabling large numbers of candidates to be assessed and progressed efficiently.
This approach helped accelerate the movement from sourcing to screening, interview and selection.
Focusing on Communication Quality
Volume alone was not enough.
Because the professionals would be supporting customers of a U.S. retail organisation, communication capability was a critical selection factor.
Leira's recruitment team assessed candidates for:
◇ Spoken English proficiency
◇ Customer interaction capability
◇ Communication confidence
◇ Sales and telesales experience
◇ Overall suitability for a U.S.-facing customer-care environment
This helped ensure that the recruitment drive maintained quality while operating at scale.
Scaling Through Recruitment Partnerships
To meet the high-volume requirement, Leira also activated its network of freelance recruitment professionals across different parts of India.
This extended the sourcing reach beyond the immediate internal recruitment team and enabled Leira to access additional local candidate networks.
The combination of internal recruiters, external recruitment partners, digital platforms and physical hiring drives created a scalable recruitment model for the project.
Results Delivered
136 PROFESSIONALS
SUCCESSFULLY PLACED
Leira successfully delivered 136 professionals for the BPO's U.S. retail customer-care project.
The placements covered Telesales Executives and Sales Executives across:
Bangalore | Chennai | Gurugram
HIGH-VOLUME RECRUITMENT DELIVERED ACROSS CITIES
The project demonstrated Leira's ability to manage a large recruitment requirement simultaneously across three major Indian talent markets.
U.S.-FACING CUSTOMER-CARE CAPABILITY
The professionals recruited were selected to support customer interactions with the BPO's U.S. retail client, making communication ability and customer-facing suitability key components of the hiring process.
Leira supported the client throughout the recruitment programme and delivered the required workforce to enable the project to operate successfully.
Recruitment support did not end when the initial placements were completed.
As is common in high-volume BPO environments, some employees left after joining. Leira supported the client with replacement recruitment, helping maintain workforce continuity and ensuring that staffing requirements continued to be met.
The Leira Difference
High-volume recruitment is not simply about generating a large number of CVs.
It requires the ability to build a scalable recruitment infrastructure that can source, screen and process candidates quickly while maintaining the quality required by the client.
For this project, Leira combined its internal India recruitment capabilities with:
Candidate Networks + Freelance Recruiters + Job Boards + LinkedIn + Walk-In Drives
This allowed us to create the recruitment scale required to deliver 136 placements across three cities.
Supporting a Successful Project Launch
The recruitment programme enabled the BPO to build the workforce required to support its new U.S. retail customer-care project.
By delivering the required professionals and providing replacement support when needed, Leira helped the client maintain the workforce required for the ongoing operation.
The project demonstrated Leira's ability to move from specialist recruitment to large-scale workforce delivery, depending on the client's business requirements.
From Specialist Talent to High-Volume Hiring
Leira Consulting supports organisations across India and international markets with both specialist and high-volume recruitment requirements.
Whether a client requires a small number of highly specialised professionals or needs to build a large customer-facing workforce across multiple locations, our recruitment model can be scaled around the requirement.
136 placements. Three cities. One integrated recruitment programme.
Partner With Leira Consulting
Complex industries require more than traditional recruitment support.
Leira Consulting helps organisations access hard-to-find talent through targeted search strategies and industry-focused recruitment.
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