Teleperformance Nordic were overwhelmed by the sheer volume of applications for Customer Support Agent positions. The traditional methods of reviewing resumes and conducting screening interviews were time-consuming, labor-intensive, and struggled to ensure fairness and consistency. The need for a solution that could handle high volumes quickly and without bias was paramount.

Hubert.ai introduced an AI-driven chat-based interview system that replaced the traditional CV and cover letter screening process. This innovative approach allowed for:

Rapid Screening:
The average time from application to screened candidate reduced dramatically from 4 days to approximately 45 minutes.

High Completion Rate:
70-80% of candidates completed the AI-driven interview, ensuring no great candidates were missed out on.

Valid and Reliable Assessments:
The quality of candidate assessment maintained, if not improved, compared to previous methods.

Initially met with some skepticism, the deployment of an AI-driven system was both swift and seamless, taking less than three weeks from first contact. The results quickly won over the skeptics, including key figures like Tanguy Marmonier and Josefin Erséus, who were impressed by the positive feedback and efficiency gains.

The integration of Hubert.ai into Teleperformance's recruitment process had several significant impacts:

Increased Focus on Sourcing:
With the screening process automated and efficient, Teleperformance could redirect efforts towards a more efficient sourcing of candidates.

Improved Candidate Experience:
Candidates received professional treatment from application to conclusion, enhancing Teleperformance's reputation as an employer.

Data-Driven Decision Making:
The ability to meticulously monitor metrics facilitated more informed business and recruitment decisions.

• Time Savings: An 80% reduction in time spent on screening.

• Quality Improvement: A noticeable increase in the quality of hires.

• Positive Feedback: Overwhelmingly positive responses from both internal stakeholders and candidates, Candidate NPS improved by 2-5x.

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Conclusion

Teleperformance's partnership with Hubert.ai marks a significant milestone in high-volume recruitment. By automating the initial screening process, Teleperformance not only enhanced efficiency and fairness but also improved the overall candidate experience. This case study serves as a testament to the power of AI in transforming the recruitment landscape, particularly in high-demand sectors like customer support.