contact-point-360-case-study-how-to-reduce-training-time

Looking for a long-term recruitment strategy? Check out how iMocha helped Contact Point 360 reduce training time for BPO recruits with high-quality hiring.

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Brewing together with iMocha
Candidates hired globally
600 per month
Time-to-shortlist reduced
24 hours per
Training time reduced
66%
Attrition rate reduced
15%
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“We really like how AI-EnglishPro gave us insights into a candidate’s level of English. The ability that iMocha has to tie all data together and provide meaningful insights was really what we liked, in particular with iMocha’s AI English Pro.”

Daniel Cheung, Vice President of Global Client Services,

Contact Point 360
Contact Point 360 at a glance

CP360 is a BPO organization operating across 10 locations worldwide. For more than 80 years, they have been ensuring seamless customer experience across healthcare, energy, automotive, tourism, government, insurance, retail, and technology industries. They leverage the skills of their BPM and CX management professionals who believe in inspecting the entire breadth of customer problems and deploy independently developed technical software to streamline solutions.

Headquarters: Mississauga, Canada

Global Presence: 10 locations

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Employees:

3,000+

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Established:

2007

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Industry:

Outsourcing and Offshoring Consulting

iMocha products used:

Talent Acquisition

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Smart Video Proctoring

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the challenges
CP360 wanted a solution that would help to adopt an objective approach to talent analytics while hiring for multinational BPO teams and ensure alignment between skills and job profiles.
The challenge

Interview vs. resume dilemma

While some candidates seemed promising on their resumes and others performed impressively in interviews, it was difficult to boil it down to accurate measures of skills.

Quantifying experience and skills

To ensure the top performance of BPO teams, CP360 was looking to measure an all-rounded English proficiency, along with technical know-how among coders.

High turnaround time

From putting together relevant assessments to announcing final recruits, the hiring cycle was rather long. CP360 could not afford any dropouts among top candidates during the cycle itself.

iMocha’s Talent Acquisition Analytics solution mapped candidates’ skills competency accurately. CP360 could predict even the retention rate by looking at relevant data points in iMocha-generated reports. It facilitated informed decision-making while ensuring that all candidates get a fair chance.

AI-English Pro – The Showstopper

  • This innovative way of quantifying English proficiency enabled CP360 to tie all data points together and identify skills-fit candidates.
  • Metrics offered the scope to drill down further and identify areas of coaching.
  • Quick baseline data guided benchmarks critical for customer-facing roles and streamlined hiring goals.
”iMocha AI-EnglishPro to assess english proficiency skills with AI/NLP algorithms

The customer success team – a partner indeed

iMocha’s customer success team remained riveted to understanding CP360’s business and pitched relevant suggestions to sail through all recruitment drives.

iMocha customer success team provides the right solutions with 24x7 support

A global solution

The app platform could integrate HR teams across the globe, while iMocha’s customer success team worked closely to ensure seamless global onboarding management. Success in the US and Europe piqued interest in other locations, resulting in adoption by the Asia-Pacific region.

Let reports do the math

  • Auto-generated reports containing relevant data points were presented in the form of comprehensive and concise visual graphics.
  • Moreover, insights on cheating or window violations were made available with the help of AI-enabled proctoring in all assessments.
  • During one of the weekly calls with Capgemini, our customer success team dived into their University Hiring strategy.
  • During one of the weekly calls with Capgemini, our customer success team dived into their University Hiring strategy.
  • During one of the weekly calls with Capgemini, our customer success team dived into their University Hiring strategy.
  • During one of the weekly calls with Capgemini, our customer success team dived into their University Hiring strategy.

Step by step explanation of the workflow:

  • They did not have a large recruitment team that could reach out to these universities across the USA to participate in career fairs and interact with the students. This hampered their recruitment roadmap.
  • However, more important was the lack of technical resources to evaluate candidates who applied for this role.
  • They did not have a large recruitment team that could reach out to these universities across the USA to participate in career fairs and interact with the students. This hampered their recruitment roadmap.
The result
the result
  • Ready-to-use talent analytics in reports saved 24 hours per candidate during shortlisting decisions.
  • Quality of hires improved significantly –training time was cut short from 3 weeks to 1 week. Eventually, there was an increase in the application-to-conversion ratio. 
  • CP360 could accelerate the journey of new hires from onboarding to becoming hands-on without any compromise in the quality of project deliveries.
  • Growth was seen within global offices. This further propagated the hiring solution locally.
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