ATI Business Group Cut Time-to-Hire by 50% and Gained Unmatched Candidate Quality

Summary

ATI Business Group had a long hiring process that wasn’t bringing the high-quality agents they needed for the premium service they provide. They started using a skills assessment instead and reduced their hiring time dramatically, while increasing the confidence in their new hires.

ATI Business Group, a leading business process outsourcing (BPO) company specializing in travel and aviation services, faced a daunting hiring challenge: a high-effort, low-precision recruitment process that relied heavily on assumptions drawn from CVs.

As a service provider supporting global clients across various functions, such as ticketing support, travel consulting, finance, and back-office operations, ATI places strong emphasis on communication and customer focus in every role, not just those on the front lines. Maintaining service quality and client satisfaction across functions requires employees who understand customer expectations, even when they’re not directly interacting with them.

After implementing HiringBranch’s conversational assessment platform, ATI not only improved their time-to-hire but also enhanced the quality and consistency of candidates entering the interview phase.

Challenge

Before adopting HiringBranch, ATI Business Group’s six-person recruitment team managed a labor-intensive hiring process. Recruiters had to sift through hundreds of CVs to identify about 20 candidates to interview, a process that depended largely on resume truthfulness.

Their traditional approach included:

1. CV Screening
2. Initial Interviews
3. English Assessment
4. Logic Assessment
5. Technical Interviews
6. Offer Stage

Despite this structured flow, recruiters frequently encountered candidates who, while promising on paper, performed poorly in interviews, especially in English communication. “We process those people that we only assume [are] good based on their CVs,” one recruiter admitted. That meant for every six candidates interviewed, only one was hired. This misalignment resulted in wasted time and unproductive interviews.

Solution

HiringBranch introduced a conversational assessment focused on measuring soft skills critical to customer service roles and of course, language proficiency. Unlike traditional assessments, it evaluates real-world communication capabilities, ensuring better alignment with job expectations.

Key features included:

• Soft skill-based conversational assessments
• Proctoring tools using facial recognition and anti-cheating detection
• AI assessment scoring tailored to customer service roles
• Continuous feedback loops and data-driven optimization

Results

The impact was immediate and measurable:

• Time-to-Hire Reduced by 50%: From 54 days to just 23, signalling a milestone for the ATI recruitment team and just the beginning to more optimizations.
• Stronger Alignment with Core Values: By assessing candidates on traits like customer focus from the start, HiringBranch helps the ATI recruitment team to maintain consistent hiring standards across all roles, not just customer focus function teams.
• Higher Confidence of Candidate Fit: Recruiters reported greater certainty in candidate quality, leading to more productive interviews.
• Enhanced Efficiency: Over 900 assessments completed in one quarter, averaging 70 per week, with strong scalability for peak hiring periods.

ATI’s hiring leaders continue working closely with HiringBranch’s product and support teams to refine assessment scoring and educate internal stakeholders on operationalizing skills intelligence.