Call Center
Array managed 500+ active contract placements annually while delivering multi-year tenure, structured recruiting KPIs, and measurable retention performance.
Client's Operations Center requires high-volume call center, supervisor, and specialized project staffing—often tied to federal research programs (MEPS, NHANES, O*NET).
Array operates as the master recruiting vendor, managing end-to-end recruiting, compliance, onboarding, workforce analytics, and retention strategy across 500+ active contract workers.
Continuous Partnership
Active Contractors Managed
Annual Placements
Customer + Engagement Overview
Customer:
Leading, Regional Non-profit
Environment:
Operations Center
Engagement Duration:
17+ Years
Active Workforce:
500+ Contractors
Annual Hiring Volume:
1,000+ Placements
Primary Roles:
Call Center Representatives, Supervisors, Project Specialists
The Operational Challenge
RTI requires:
Continuous staffing across multiple federally funded projects - Security clearances and credentialing processes
- Market-competitive pay positioning
- High retention in remote/hybrid call center roles
- Compliance consistency across large workforce volumes
Unlike transactional staffing models, RTI’s workforce must remain stable across project cycles.
Structured Recruiting + Measurable Retention
Array built a national managed recruiting model focused on:
Work Order to Production KPI tracking
Market-indexed pay strategy
Tenure stabilization
Engagement-driven retention
CY24 Q4 Work Order Results
116 Headcount Requested
110 Headcount Achieved
2,445 Hours Requested
2,266 Hours Committed
Recruiting pipeline mix:
54% New Hires
36% Cross-Trained
10% Returners
This blend supports continuity while injecting new capacity.
Average Tenure
Part-Time Employees: 5.1 Years
Full-Time Employees: 4.8 Years
For contract staffing in call center environments, multi-year tenure is statistically exceptional.
Employee tenure percentages show sustained growth in staff exceeding 6 months of tenure
Market Benchmarking
Call Center Representative Median Compensation:
Raleigh: $20/hr
Durham: $17.05/hr
National Median: $19.51/hr
Average RTI Pay Rates (CY24 Q4)
DCI: $17.20
DCS: $18.80 / $18.55
Security clearance roles are benchmarked separately to maintain market competitiveness
Array continuously aligns rates to:
Regional wage pressure
National call center trends
Retention inflection points
Turnover Tracking
Structured measurement includes:
Total post-production turnover
Turnover by tenure
Project change-of-status tracking
Spotlight Awards & Attendance Programs:
49 Spotlight Awards issued
Monetary attendance incentives
Project-specific engagement initiatives
Survey engagement:
44–46% completion rates
Feedback loops inform retention strategy continuously.
Results Delivered
Workforce Stability Metrics
Year Continuous Partnership
17+
Active Contractors Managed
500+
Annual Placements
1,000+
Part-Time Tenure
5.1-Year Avg
Full-time Tenure
4.8-Year Avg
Role Fulfillment
95%
Program Strength Indicators
- Structured recruiting KPI tracking
- Security clearance hiring capability
- Market-indexed compensation strategy
- Multi-year tenure uncommon in contract staffing
- Engagement-driven retention programs
What This Proves
In regulated research environments:
Staffing stability is strategic, not transactional
Market-aware pay strategy protects retention
KPI-driven recruiting sustains headcount delivery
Engagement programs compound tenure over time
Most contract staffing programs optimize for speed.
RTI’s program optimizes for durability.
What Would 5-Year Average Tenure Mean for Your Contract Workforce?
Array builds managed recruiting programs designed for compliance-heavy environments—where stability, tenure, and delivery metrics matter more than fill speed alone.