Recruitment of Trilingual
Remote Assistance Officers F/M

Presentation of our client

Allianz Assistance is a trademark of Allianz Partners, a global leader in assistance in the fields of mobility, international health and motor assistance.

In 1983, SAGE signed its first telecare contract with the city of Paris, marking the beginning of its commitment to assisting the elderly. However, the rapid growth of the service revealed the limitations of SAGE's structure.

In response to this growing demand, GTS was created in 1984 in Paris, becoming the first monitoring centre dedicated to teleassistance. The service's success quickly spread to neighbouring departments, notably Seine-Saint-Denis, Val-de-Marne and Essonne, attracting the attention of local authorities committed to the well-being of the elderly. Faced with an increase in the number of subscribers, a new monitoring station was established in Créteil.

In 1997, GTS was acquired by the Mondial Assistance Group, marking a new era for the company. Backed by a group whose mission is to provide assistance, GTS decided to focus its commercial development in the provinces, which resulted in significant growth.

In May 2007, the Agence Nationale des Services à la Personne (ANSP) recognised the teleassistance profession as an intermediation platform, requiring GTS to obtain the necessary accreditation to continue its activities. As part of the Convergence project, the SAGE subsidiary was sold to the Mondial Assistance Group, becoming TEL2S, with the transfer of staff and remote security contracts. This development marked an important milestone in the company's history, reinforcing its commitment to personal assistance and the quality of its services.

Today, the company continues to grow under the Allianz Assistance brand.

SECTOR

Insurance

CHALLENGE

Volume sourcing
Telephone pre-qualification
Multilingual profiles
Complex organisation

SOLUTION

Full-time E-RPO

RESULTS

61 telephone assistance agents recruited in 4 months

Challenge

The seasonal nature of Allianz Assistance's business means that the recruitment teams have to work particularly hard for several months of the year. Between April and October, the telephone assistance teams are reinforced by telephone assistance agents on seasonal fixed-term contracts to meet member demand during the summer holiday period.

The recruitment teams are therefore overwhelmed and do not have enough time to fill all the available telesupport agent positions and meet these high recruitment needs.

The challenge was therefore to help the recruitment team over a four-month period to source, pre-qualify and interview multilingual candidates for fixed-term telesupport agent positions lasting four to six months. Our contacts were not very available, so we had to get up to speed very quickly and set up an efficient operational structure, but we had to do so by trial and error because we were unable to organise progress meetings as we usually do.

Solution

We set up a dedicated team of two people to manage this large-scale recruitment drive for remote assistance officers. A video communication campaign was launched on job boards and social media, and at the same time we sourced talent from our databases. As telephone pre-qualifications were completed, we organised interviews to limit the number of candidates who failed to show up. We organised monthly progress meetings to ensure that the process was running smoothly. Quantitative reports were produced every week to ensure a steady supply of candidates and to propose solutions in the event of a drop in the number of applications.

In parallel with our actions, our client continued to process the remote assistance officer applications it received directly.

Results

1,816 CVs considered
98% direct approach
1,391 telephone pre-qualifications carried out
12% of candidates shortlisted

28% of candidates did not speak the target languages sufficiently well
1.89% no-shows for interviews
61 candidates recruited for the position of Remote Assistance Officer

This project was very intense because the objectives were ambitious and strategic for our client. The brief was very succinct because the project started urgently and the client was not always readily available. However, the Research Managers' teams were able to take charge of the project very quickly and delivered the expected volume of profiles, resulting in successfully placing 61 trilingual Teleassistance Managers on fixed-term contracts.

Anais

Customer Success Manager at Morgan Philips Outsourcing