The Rapid Growth of CCMS Bookings Team
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PROJECT DETAILS
The Rapid Growth of CCMS Bookings Team
- Industry
Healthcare Recruitment
- Service Area
Nursing Placement & Scheduling
- Challenge
Managing high-volume booking requests while reducing operational costs
The Challenge
Our client, a UK-based healthcare recruitment company, faced significant challenges
in their booking operations
- Managing an increasing volume of booking requests across the entire UK
- Meeting demanding scheduling targets in a time-sensitive industry
- Handling complex coordination between healthcare facilities and nursing professionals
- Maintaining quality and accuracy while scaling operations
- Controlling operational costs in a competitive market
The Solution
CCMS designed a comprehensive bookings management solution to address these challenges:
- Specialised Bookings Team - Created a dedicated team focused exclusively on managing and coordinating booking requests
- Performance-Driven Model - Established clear targets with accountability measures
- Phased Expansion Strategy - Implemented a structured approach to team growth based on proven results
- Optimised Workflows - Developed standardised processes to ensure consistency and efficiency
- Seamless Integration - Ensured smooth communication between offshore operations and the client's UK team
Implementation
The implementation followed a strategic, phased approach:
Phase 1: Foundation
- Started with a core team of two booking specialists
- Established fundamental processes and performance metrics
- Demonstrated initial success by consistently exceeding targets
Phase 2: Proof of Concept Expansion
- Added 20 team members over a three-month trial period
- Proved that bookings for candidates across the UK could be effectively managed offshore
- Consistently met and exceeded performance expectations
Phase 3: Scaled Growth
- Added another 20 team members based on continued success
- Implemented refined processes to maintain quality during rapid expansion
- Developed structured training to quickly onboard new team members
- Continued scaling based on performance and client demand
Operational Impact
- Extraordinary Team Growth - Expanded from 2 to over 50 employees within one year
- Comprehensive Service Coverage - Successfully managed booking operations across the entire UK
- Process Standardisation - Implemented consistent, efficient booking workflows
- Quality Maintenance - Maintained high standards despite rapid scaling
Business Benefits for the Client
- Significant Cost Reduction - Client maintained only a core team of consultants in the UK while CCMS handled the entire bookings function
- Operational Efficiency - Standardised workflows and process improvements reduced turnaround times
- Resource Optimisation - UK-based staff could focus on high-value activities while routine booking tasks were managed offshore