1. Executive Summary

A global telecommunications leader began its India operations expansion in 2013 with a focus on creating a robust support ecosystem in Kolkata.

2COMS played a pivotal role as a strategic recruitment partner, driving end-to-end talent acquisition for niche high-end voice, chat, accounts & finance, and IT helpdesk support roles.

Key achievements include:

• 250+ candidates placed year-on-year across multiple functions.
• Maximum number of joiners during the client’s business ramp-up and setup phase.
• Recognized as Best Recruitment Partner with the highest joiners in 2017, 2018, and 2021.

This collaboration highlights 2COMS’s ability to deliver high-quality, communication-ready talent and ensure seamless scaling for the client's premium customer and technical support operations.

2. Client Background

The client is a global leader in telecommunications, providing cutting-edge communication and network services to millions of customers worldwide. With the vision to enhance its customer experience and service delivery from India, the client established its operations in Kolkata in 2013.

The talent requirement spanned:

• High-end voice and chat processes demand excellent communication and problem-solving skills.
• Accounts and finance roles for backend operations.
• IT helpdesk and technical support require both functional expertise and strong customer-centricity.

3. Challenge

The hiring challenge for the client involved:

• Scarcity of high-end communication talent in Kolkata for voice and chat roles.
• High rejection rates in chat processes due to stringent language, etiquette, and accuracy requirements.
• Fast-track ramp-up needs, requiring 10+ joiners per batch within 1 week during critical business transitions.
• Relocation challenges, as the majority of top-tier communication candidates were based in neighboring towns and cities.

4. Solution

2COMS addressed these challenges with a comprehensive, quality-focused recruitment strategy:

• Targeted Talent Sourcing & City Outreach
  - Mobilized talent from nearby towns and cities to fill the high-communication roles.
  - Built a strong voice/chat talent pipeline to ensure consistent year-on-year hiring.
• Chat Process Rejection Mitigation
  - Launched Gmeet-based chat briefing sessions to train candidates on chat etiquette, structured responses, and customer handling.
  - This initiative significantly improved selection ratios for chat-based roles.
• Fast-Track Hiring Batches
  - Closed critical ramp-up batches of 10+ candidates within 1 week to meet business continuity goals.
• Specialized Screening & Training
  - Implemented multi-step communication and technical screening for voice, finance, and IT helpdesk roles.
  - Provided pre-interview grooming to ensure candidates matched the client’s high standards.

5. Implementation

The engagement was executed in a high-speed, high-precision model:

• Kickoff (2013): Built talent mapping for voice, chat, finance, and IT helpdesk roles.
• Year-on-Year Hiring: Consistently delivered 250 candidates annually for the client’s growing operations.
• Ramp-Up Phases: Deployed dedicated recruitment pods during business expansion, ensuring maximum joiners within tight timelines.
• Continuous Improvement: Integrated feedback from the client’s hiring teams to refine sourcing and training for communication quality.

6. Results

7. Key Takeaways

• City-Tier Sourcing is Key: Pulling talent from Tier-2 and Tier-3 towns can solve high-quality communication hiring gaps.
• Candidate Enablement Works: Pre-briefings and chat etiquette training dramatically improved hiring success rates.
• Fast-Track Hiring Requires Precision: A dedicated sourcing engine is critical for closing large volumes within tight timelines.

Looking to scale voice, chat, or IT helpdesk operations with premium communication talent?

2COMS has proven expertise in delivering high-quality, high-volume talent pipelines for global brands. Talk to Digitalent team today.