Case Study: a leading online distributor of consumer goods scales warehouse hiring and improves candidate experience with AMS

Supporting global e-commerce company COVID-19 warehouse hiring surge

AMS, a provider of workforce solutions, supported a leading online distributor of consumer goods during the COVID-19 pandemic. The client faced a massive and urgent challenge: they needed to rapidly hire 175,000 US-based warehouse employees to manage a significant spike in order volume. Their internal team was overwhelmed by the influx of candidate inquiries, requiring immediate assistance to manage scheduling and troubleshoot system issues to enable swift mass hiring without compromising their high standards for customer service.

To address this, AMS deployed a dedicated and scalable Candidate Care team of 35 remote agents. The solution, implemented in under two days, provided extensive phone coverage and was supported by immersive training and a clear call escalation process. This allowed AMS to handle over 17,000 calls, exceeding candidate experience goals with a 96% satisfaction rate and resolving 94% of issues at the first point of contact. The successful outcome led to a contract extension and positioned AMS as a vendor of choice for future projects.