Case Study: Leading Background Verification Service Provider achieves 97% accuracy and scalable international verification with Hexaware

Business Process Services Support for a Leading Background Verification Service Provider

Leading Background Verification Service Provider, the world’s largest background screening firm conducting over 23 million international screens annually, needed a partner to deliver high accuracy, strict SLA and one‑day TAT, scale rapidly, handle volume swings and improve process efficiency. They engaged Hexaware for business process services—outsourced outbound contact‑centre and BPO support for international employment, education and reference verifications.

Hexaware established centres in India (Chennai, Mumbai, Nagpur) and Mexico, deployed back‑office teams and BOT automation (research, online, tracer) to streamline verifications and maintain a one‑day TAT. Hexaware scaled the team from 161 to 300 resources, supports ~1.5M yearly transactions, and achieved 97% accuracy while cutting “Unable to Verify” cases to below 10%, maintaining SLAs and improving business continuity with a dual‑country delivery model.