Case Study: Bell Canada reduces attrition to 10% with HiringBranch

Bell Canada lowers attrition to 10% with HiringBranch

Bell Canada, a major telecommunications company, faced challenges with high candidate drop-off rates and attrition in its high-volume hiring for contact center agents. Traditional methods like resumes and interviews were ineffective at predicting success, and a significant number of new hires were failing due to poor communication skills. To support its customer-first strategy, Bell needed a reliable way to assess soft skills at scale and partnered with vendor HiringBranch to integrate its AI-powered soft skills assessments.

By implementing HiringBranch's job-like simulation assessments, Bell could evaluate critical skills such as empathy and communication in an unbiased way. The solution delivered significant results, including reducing attrition to just 10% at day 90. Furthermore, 45% of new agents reached the top performance quartiles within their first 30 days, hiring quality was standardized, and time spent interviewing was reduced due to the strong correlation between assessment scores and on-the-job performance.

Bell Canada