CASE_STUDY:
Novacroft

Novacroft

COMPANY:

Novacroft

SECTOR:

HR & Finance

SPECIALISM:

Sales & Marketing, SME’s, Permanent Staffing

About

Novacroft is a digital services company known for delivering smart, citizen-focused solutions for both public and private sector organisations. In 2020, they were selected to support the UK Government’s Track and Trace programme, a critical part of the national COVID-19 response.

Client Overview

At the height of the pandemic, Novacroft was tasked with rapidly scaling a remote call centre operation to handle high volumes of public contact.

This required:

  • Urgent recruitment of 60+ call centre agents every 2 weeks
  • Fully remote onboarding and training
  • Candidates who could handle sensitive health-related calls
  • A process that was resilient to change, thorough, and compliant
  • Maintaining a positive candidate experience in a time of uncertainty

Time, accuracy, and scalability were critical. The entire project had to be executed at pace, without sacrificing quality or compliance.

The Outcome

  • 65 call centre agents hired every fortnight
  • 100% remote onboarding, with full compliance
  • All hires ready for deployment to the Track and Trace programme
  • High performance and low attrition across the team

The partnership enabled Novacroft to meet government deadlines and deliver a vital public service during a national crisis.

Our Approach

Vivo Talent designed and delivered a volume recruitment solution that was fast, structured, and built for scale.

Our process included:

  • Automated screening tools to manage high applicant volumes
  • Video-based assessments to evaluate communication and empathy
  • Digital onboarding packs to streamline compliance and contracts
  • A remote-first model, allowing hiring across a broader geography
  • Regular communication loops with Novacroft’s team to adapt in real time

We acted as an extension of their internal team, ensuring everything from candidate experience to background checks was handled seamlessly.

Why It Matters

This project highlighted Vivo Talent’s ability to mobilise high-volume recruitment at speed, without compromising on quality. During a period of national emergency, we helped Novacroft build a resilient and effective call centre team — playing our part in the UK’s pandemic response while showcasing the power of agile, tech-enabled recruitment.

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