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Case Study – Tenant Screening
Who Are Tenantscreening.co.uk?
Tenant Screening was founded in 2010 to provide landlords to a bespoke tenant application service using human interaction (rather than a system lead decision) to make a informed decision.
Combining a full Equifax credit check with landlord referencing and full income verification (not just a token employment reference) Tenant Screening are confident that the packages on offer are among the best value tenant checks in the marketplace today.
Tenant Screening provides vetting solutions to numerous letting agents as well as independent landlords due to the efficient service that we are able to provide. Tenant screening have a team of experienced agents who review all potential lets with case by case recommendations that will benefit both the tenant and letting agents/landlords alike, this is reflected in our high approval rate and our ever growing client base.
THE CHALLENGE
Due to their continued success with onboarding new landlords, Tenant Screening needed to add to their service team to assist with the application process and ensure that all is finalised within SLA’s.
They needed to find an additional member who delivered professional, confident contact with applicant’s current employers and landlords whilst having a great eye for detail and focus to make educated decisions based on the outcomes of an application.
Tenant Screening experienced challenges to recruit for the position with the experience they desired and after advertising for the role, they were unable to find anyone that met their expectations. As tenant screening use a cloud based CRM software, TBG:BPO were able to offer a resilient solution where the activity would be handled by one of our experienced agents who is based in our Head Office based in Manila, Philippines.
We worked closely with Senior Account Manager, Kelvin McCarthy to understand the role in depth and the characteristics required to be able to succeed within the role. It was important to Kelvin that he was involved in the recruitment process and after advertising both internally and externally we identified 4 suitable candidates that we believed would be suitable for the position. We created a resilient interview process which included a 3 stage interview process that included a Face to Face interview, telephone interview and skills testing to ensure that the correct employee was found.
SOLUTION AND STRATEGY
THE PERFECT PARTNERSHIP
Combining the quality of TBG:BPO resource, Tenant Screening have been able to continue to deliver a resilient, tenant check within SLA’s. This has assisted with the continued increase of application volume that tenant screening are experiencing month on month.
We are now working with Tenant Screening to add additional resource to the growing team and have created a marketing strategy for 2018 which includes the addition of a Business Development Executive to assist with the continued growth both based at TBG:BPO.
A FINAL WORD FROM:
Kelvin MCCarthy, Senior Account Manager tenantscreening.co.uk
“Working with TBG:BPO has enabled our business to successfully handle the increase in tenant applications and meet our strict SLA’s with our customers. We have previously experienced challenges to find the correct calibre of staff to represent our brand and have been impressed with the quality of agents available in the Philippines. We are delighted to be planning our marketing strategy for 2018 with TBG:BPO and are confident that they will continue to supply and manage an excellent product offering.”
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