In-House Contact Center Finds Interviews Useless
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In-House Contact Center Finds Interviews Useless
Introduction
When this contact center veteran of 20 years left a business process outsourcing firm to go in-house as Operations Director with a tech giant, he knew one thing: he did not want to use a legacy language test to assess his candidates. It never produced trustworthy results for him in the past.
This is a story about one HiringBranch customer and their journey implementing a no-interview hiring model.
Problem
Language assessments and manual interviews aren't good enough
Language assessments and manual interviews weren't effective for this contact center that received 300 job applications a week. They had 15 hiring managers conducting non-stop, face-to-face interviews to decide (subjectively) which candidates to train and hire. This went on for one year under the new Operations Director… until he found HiringBranch.
Solution
Assess more than language in a streamlined test
Impressed with the HiringBranch assessment, the Operations Director had his team of 15 managers try it too. After meeting internally to discuss the assessment experience, here's what the Director had to say:
“We immediately saw value in its comprehension capabilities. HiringBranch doesn’t just assess for language proficiency, they evaluate a candidate’s ability to understand instructions and whether they can do a job well”.
The team agreed to pilot HiringBranch on a batch of candidates.
Interviews become useless, recruiters wary
The team agreed to pilot HiringBranch on a batch of candidates.
After piloting HiringBranch, the results were so impressive that hiring managers deemed interviews useless. The managers felt that candidates who pass HiringBranch were ‘hire worthy’.
While the hiring managers were excited at the prospect of not having to interview, recruiters worried that HiringBranch’s pass threshold was too strict and would decrease the volume of candidate throughput. The operations and recruitment teams were now at odds.
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Results
Bringing Recruiting and Operations Together
Both recruiters and operations agreed on a test to determine which model satisfied both groups and proved to be the most economical. After a candidate passed the recruiter screening, they would take the HiringBranch assessment and depending on how that candidate scored they would either go straight to job offer or have to take an interview. The scoring rubric was broken down as such:
- High pass: straight to job offer
- Low pass: straight to job offer
- Fail: sent to an operational interview (with the call center hiring manager)
After 45 days, the test revealed that the percentage of fails who passed an operational interview and were hired was so small that it simply wasn't worth interviewing those candidates. Plus, the quality of candidates who passed the assessment was at a level they’d never seen before.
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