Case Study: Financial Services Health and Life Insurance Company improves contact center hiring with AgileOne RPO

A $33 billion insurance company implements a recruitment process outsourcing (RPO) program to achieve greater efficiency and higher quality candidates for their customer contact centers

Financial Services Health and Life Insurance Company faced major talent acquisition challenges across five customer contact centers, with limited recruiting resources and difficulty finding qualified candidates for three lines of business with different education, experience, and licensing requirements. In a highly competitive contact center market, the company needed a better way to attract, screen, and hire strong candidates, so it turned to AgileOne’s recruitment process outsourcing (RPO) solution.

AgileOne redesigned the hiring process, moving the recruiter interview before the assessment, improving job descriptions and employer-brand materials, and adding strategic sourcing and reporting tools. The results were strong: no-shows dropped, offers approved increased by 30%, time to fill reached 59 days, time to process was reduced to two days or less, and 95% of offers were accepted. AgileOne also helped drive very high satisfaction scores, with hiring managers at 95% and new hires at 98%.