Customer Support Case Study

Customer Support Case Study

One of the UK’s fastest growing companies and are now a regular feature in the Sunday Times Fast Track 100.

Established in 2003 as one of the first online printer cartridge retailers they are now the UK’s biggest cartridge shop, offering great deals on the highest quality cheap ink and toner cartridges. With an easy access website and a highly skilled UK call centre they are at the leading edge with regards to printer and tonner consumables and accessories.

Since their move in 2012 they have been supported by HEADS Recruitment who have worked across all areas of their business, most notably the growth in their contact centre.

HEADS  have worked with them from the early stages to compose and deliver a bespoke recruitment support function that ensured the placement of only the highest calibre candidates into their operation.

To achieve this we incorporated a multi-tiered approach to their selection process which included screening and testing systems allowing us to view quantifiable results through their online training portal. Testing candidates knowledge of Microsoft packages, call and complaints handling abilities prior to placement has been a significant factor in candidate quality and retention.

“Preceding this, HEADS ensure candidates have the right skillset, ability to communicate clearly over the phone and personality through their own two-stage interview process, incorporating a 45 minute telephone interview before meeting them face-to-face.”

“In summary, HEADS listened to and understood what our business stood for and delivered, whilst maintaining an excellent working relationship which sees them as an extension of our operation.”


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