• Screening capacity increased by 10% to allow for additional interviews
  • HR Central has streamlined the application tracking process
  • Recruiting staff has been reduced by 3.5 individuals
  • Average employee tenure has increased by 10%, from 450 days to 495 days
  • Supervisors now enjoy interviewing selected candidates who match the job model. They gain greater, more appropriate feedback as they use the questions from the interviewing guide
  • Hiring managers are increasingly confident in the accuracy of their decisions. This has fostered stronger ‘buy in’ to the PDP program.

Within the past year, a Scottsdale, Arizona-based international call center has attracted 14,000 potential employees. As part of the online application, each individual completed the PDP survey, providing the Job Model Applicant Report for Job Model matching.

SituationCall Center Coruccini

This outsource call center is a large, multi-site organization. Its employees provide sales, customer service, and technical support to the customers of numerous Fortune 500 telecommunications companies. During the past year, the company experienced phenomenal growth, adding 4 new sites and increasing the number of employees from 1200 to 2100. As success brought in new clients with different objectives, the established recruiting process was no longer optimal. The recruiting staff could not keep up with the demand for skilled employees. The hiring process took too long. New hires did not have the right strengths, and turnover was too high. Supervisors were discouraged by the quality of candidates presented for initial interviews, and resisted the frequent interruptions required to conduct interviews.

Objectives

Although the company had implemented PDP at approximately 800 employees the company’s escalating growth motivated them to make it central to the hiring process. Leadership asked the Predix/PDP representative to help develop a plan that would:

  • Speed up the hiring process
  • Eliminate unnecessary steps and personnel
  • Facilitate accuracy in hiring decisions
  • Identify the right people for the right functions
  • Build a large data base of potential candidates

Implementation

The company took a two-prong approach to the challenge. With the assistance of the PDP Representative, the company developed job models to describe the ideal candidate for each of their project types (e.g. Customer Service, Inbound Sales, Technical Support). Top performing employees completed individual surveys, and veteran supervisors completed JDA’s to develop a comprehensive job model. These job models were then tested against current employees who were known to be top performers as well as lower-performing employees. In a blind test, the PDP Representative was able to identify the lower-performing employees from the job match score, validating the job models.

The company also developed an online application that linked with a web-based applicant tracking system (HR Central) to reduce application processing time. This online application linked to the PDP survey and made the survey a mandatory element of the application process. The company’s recruiters were then able to “screen in” applicants with a 75% or greater match to the job model. This screen in process brought in applicants for interviews who would not have otherwise been considered based on a resume scan.

The company also integrated targeted interview questions based on the job model profiles into the interview process. These questions were well-received by the interviewing supervisors and bolstered support for the recruiting process.

Measures of success

Within the past year, the call center has attracted 14,000 potential employees. As part of the online application, each individual completed the PDP survey, providing the Job Model Applicant Report for Job Model matching. The results have been remarkable:

  • Screening capacity increased by 10% to allow for additional interviews
  • HR Central has streamlined the application tracking process
  • Recruiting staff has been reduced by 3.5 individuals
  • Average employee tenure has increased by 10%, from 450 days to 495 days
  • Supervisors now enjoy interviewing selected candidates who match the job model. They gain greater, more appropriate feedback as they use the questions from the interviewing guide
  • Hiring managers are increasingly confident in the accuracy of their decisions. This has fostered stronger ‘buy in’ to the PDP program.

Message from the Client

“The results of the PDP solution implemented by Predix have surpassed our initial expectations. We have been able to tap into new labor markets and realize greater recruiting success in a period of very aggressive growth. We look forward to expanding the role PDP plays in our organization beyond recruiting. If you hire with any sort of regularity, you need this tool.”

Human Resources Manager