Teleperformance

Introduction

In the cutthroat environment of customer service and BPO (Business Process Outsourcing), picking the right talent is akin to finding the proverbial needle in a haystack. Enter GrowMore—a beacon in digital technology solutions, well-versed in crafting tools that separate the wheat from the chaff. This business case lays out our engagement with Teleperformance, for whom we designed a tailored testing solution that has revolutionized their talent acquisition methodology.

The Brief

Objective:
Teleperformance was in dire need of a sophisticated testing system capable of sifting through the vast number of customer service representatives they hire. The goal was to empower their recruitment team with a robust tool that would identify ideal candidates, particularly those with exceptional communication and problem-solving skills.

Scope:

• Language proficiency
• Verbal reasoning tests
• Situation judgement tests
• Multiple-choice assessments
• Technical troubleshooting questions

The Challenge

Complexity:
The challenge was dual-pronged. Firstly, we had to integrate multiple types of tests—from verbal reasoning to technical troubleshooting—into one cohesive platform. Secondly, the user interface needed to be as intuitive as it was comprehensive to encourage candidate participation. Added complexity came when the entire testing infrastructure needed to be in the German language, keeping to between B2 and C1 of the CEFR framework, to help Teleperformance hire employees who could participate in demanding professional and social conversations in German. The test needed to encompass testing for grammar, sentence composition, reading comprehension and listening comprehension.

User Experience:
With large volumes of applicants from diverse backgrounds, the solution had to be universally accessible and navigable. Any hiccups in user experience could lead to the loss of high-quality candidates.

Instant Feedback:
Given Teleperformance’s operational scale, real-time result capture and immediate admin notifications were non-negotiable features for seamless function.

The Solution

Our Approach:
At GrowMore, we view challenges as opportunities dressed in work boots. We conducted an in-depth needs assessment with Teleperformance and conceptualised a multi-faceted testing platform that was both intricate and user-friendly.
Key Features:

• Personalised Web Domain: A specialised website designed to align with Teleperformance’s branding, providing an unbroken, smooth experience to the candidates.
• Two-Stage Data Capture: Initial data collection is followed by a detailed set of questions, ensuring that the recruiters receive multidimensional insights into each candidate’s capabilities.
• Randomised Question Pool: Each test undergoes randomisation, effectively countering any potential cheating and maintaining the integrity of the assessment.
• Live Metrics: A real-time metrics dashboard was integrated for instant data capture, empowering Teleperformance’s recruitment team to make informed decisions swiftly.

The Impact

Streamlined Talent Pipeline:
With the aid of real-time analytics and data-driven insights, the talent pipeline’s effectiveness saw a monumental 57% improvement.

Boost in Quality Hires:
The solution led to a 43% uptick in high-caliber hires that met or even exceeded the benchmark criteria, significantly enhancing Teleperformance’s operational prowess.

Increased Operational Efficiency:
By incorporating a streamlined testing solution, the time-to-hire was trimmed by an impressive 26%, making for faster and smarter recruitment cycles.

Conclusion

In the high-velocity world of customer service recruitment, Teleperformance, armed with GrowMore’s custom testing solution, is now not just keeping pace but setting the tempo. Their revamped hiring process is akin to a well-conducted orchestra, harmoniously bringing together top talents in a symphony of recruitment success.

Keen on transforming your recruitment process into a virtuoso performance? Contact GrowMore for a solution that’s sure to be music to your ears.