Using AI Interviews to uplift contact centre hiring quality

Solving talent supply and hiring efficiency with a candidate-focused approach

With a global shortage of candidates across skilled and entry-level roles, this insurer needed a smarter way to capture candidates across the business – from sales and service to banking and insurance claims.

The Problem

Candidate leakage through their process was almost 50% from application to assessment centre. The team needed a way to keep candidates engaged and improve hiring velocity without compromising on quality or diversity.

The Solution

AI-powered chat interviews uplifted hiring

The team implemented Sapia.ai’s Chat Interview, giving every candidate the chance to interview and share who they are, in their own words.

A world-first solution, Sapia.ai uses language to uncover the soft skills needed for success in contact centre roles. In just five questions, each candidate’s personality, traits and language skills are uncovered and they are automatically shortlisted, saving recruiters hours of time and re-invigorating the candidate experience from a simple application form.

Every candidate receives personalised career insights, and the interview is designed to be completely fair, ensuring a diverse shortlist of the best candidates.

The outcome

Fixing candidate leakage – AI-accelerated hiring without sacrificing quality

In just 10 weeks, the recruitment team saw a dramatic increase in the quality of candidates and a reduction in no-shows at assessment centres from 41% to just 9%.

“This was a very refreshing experience. Different from other employers on the current job market. This option has been easy and very flexible.”
– Happy candidate

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