Daniel Cheung, Vice President of Global Client Services,
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.
Outsourcing and Offshoring Consulting
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
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.
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
Step by step explanation of the workflow:
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