Background

A global online retailer employs 1000s of customer support associates. The associates operate in a dozen languages via voice and email from over 20 different sites around the world. Creating a global standard and improving performance is of utmost importance

Challenge

With a diverse array of sites, both in-house and outsourced, all using different testing methods - the ability levels of hired candidates varied greatly resulting in inconsistent performance. In addition, the standardized language test used at most sites passed too many unqualified candidates. There was no data to correlate communication skill ability with job performance.

Solution

HiringBranch’s consistent, unbiased, soft skill assessment

HiringBranch designed a communication assessment for the company, customized for the role required. During the benchmarking period, the assessment results from 5EMEA sites were compared to key performance indicators. Not all candidates are tested in this hiring process. Candidates who self-declared as native speakers (in a non English language), were hired after an interview and did not go through HiringBranch testing.

Benchmarking

HiringBranch’s assessment accurately selects the top performers

At the end of the benchmarking period, the data was in: 260 non-HiringBranch hires (those candidates who did not receive the HiringBranch assessment) had a bad hire rate of 1.2%, whereas the 930 HiringBranch hires (those candidates who did receive the HiringBranch assessment) had an impressive bad hire rate of only .01%.

With this proof in hand, this Fortune 50 customer was ready to pass every candidate in 5 sites through HiringBranch’s assessment pre-hire and send offers to only the best.

Results

Drastic ROI, consistent results and a global standard

The company saw significant cost reductions across the board saving 8,000 USD per poor hire not hired, cutting 50% of hiring time for recruiters and finally increasing speed to proficiency of hires by 1 day because candidates are familiar with the role when they start Day 1 training.

“HiringBranch is accurate, challenging and relevant. It instills confidence in our processes as we move towards a no interview model.

”Senior Manager, Talent Acquisition

This Fortune 50 now achieves a consistent >99% accuracy rate on good hires. What's more, they now have one standardized unified process to evaluate high-level (CEFRC1) communication skills, in 12 languages, globally and are expanding this process to all regions.The result: a 300% return on their HiringBranch investment.As this customer expands HiringBranch to more verticals and geographies globally, they are moving towards a 'no interview' model saving further costs.